Trends Report

Market Overview: Document Output Management

Using Software To Help Improve Multichannel Customer Experiences

February 8th, 2008
Craig Le Clair, Vice President, Principal Analyst
Craig Le Clair Vice President, Principal Analyst
With contributor:
Diana Levitt

Summary

Information and knowledge management (I&KM) professionals looking to help line of business owners improve the customer experience increasingly realize the potential that document output management (DOM) has to satisfy their customer experience concerns. While DOM providers rapidly improve their products to help meet output management needs, I&KM professionals find it more and more difficult to segment their structured, interactive, and on-demand requirements and choose supporting products. Document Sciences, Exstream Software, Group 1 Software, and StreamServe, provide proven structured output solutions. Adobe Systems, Exstream, and fast-growing Thunderhead drive innovation in the interactive segment. The emerging on-demand segment includes Adobe, Esker, and Hewlett-Packard (HP). Advances in DOM usability, integration reach, workflow, and enterprise content management (ECM) support will allow information and knowledge mangers to rely on DOM to help improve the customer experience.

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