IBM got into the business of content management both through a series of product acquisitions and in-house development of a variety of software platforms. The result is a set of independent enterprise content management (ECM) tools that IBM puts together to build tailored solutions.
The principal software platform IBM uses for ECM is Case Manager, which the company cites as a platform that enables rapid solution development and deployment.
IBM Case Manager is used in conjunction with the following IBM software suites to create a complete ECM solution:
- IBM Content Navigator, which provides a unified user interface and mobile access, as well as a framework for integration of all IBM ECM modules. IBM Content Navigator also provides access to any Content Management Interoperability Services(CMIS), such as SharePoint and Documentum.
- IBM Datacap, which provides data capture and high-speed extraction.
- IBM Analytics, which is a set of packages that includes IBM Watson, which can glean insight from business content, present that insight in the right context, and identify patterns and trends.
- Information Lifecycle Governance (ILG), which is a set of modules that help identify, classify and manage content, ensuring privacy, facilitating information retrieval and helping ensure regulatory compliance.
- IBM FileNet Content Manager, which provides features for capture, workflow, collaboration and compliance on both mobile and desktop.
- IBM ECM System Monitor, which provides monitoring and improved availability of ECM systems.
- Box from IBM, which is from IBM's strategic partnership with Box, and provides secure, cloud-based storage, sharing and management of company content.
Sometimes sold with Smarter Process, IBM's business process management (BPM) product, IBM Case Manager includes features for records management, complex search, workflow, content analytics and audit. Customers use IBM products to manage a variety of cases, such as contracts, disputes, investigations, incidents, fraud, escalations, customer service events, lawsuits, claims and social cases.
The IBM Case Manager platform allows customers to analyze content and take action within the context of a workflow. After an action is taken, the complete case is stored with full audit control. Analytics may be performed to help organizations learn and improve with every case.
IBM targets enterprises of all sizes with its ECM tools. While IBM uses Case Manager to build customized solutions in virtually any industry, most of its clients are in financial services, government, healthcare, education, retail, manufacturing, energy and utilities, telecom and communications.
Case Manager integrates with a variety of other enterprise applications, including enterprise resources planning (ERP) systems from Oracle and SAP, customer relationship management (CRM) systems and several line-of-business systems.
IBM Case Manager can be used to monitor social media sites to get a reading on public sentiment on a given subject or brand. Case Manager can also provide collaboration with social media platforms.
IBM Case Manager runs on Microsoft Windows. It's usually deployed on-premises, but it can also be deployed as a cloud-based service.
IBM Case Manager is available directly from IBM or its business partners. IBM Software Subscription and Support is included in the product price for the first year. Prospective customers can try IBM Case Manager for free for 30 days through a cloud-based trial package.
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