Standardize Inbound and Outbound Communication
with Kofax

Telecommunications providers have found a growing field of business in service offerings to companies, such as "messaging as a service." Kofax offers a high performance communication platform for broadcasting services such as fax, SMS, MMS, voice and email, as well as for alerting services to corporate accounts. The platform can tie into a company's Next Generation Network (NGN) strategy, offering the scalability and flexibility to not only grow with new service offerings but also drive demand and increase revenue.

• Providers can offer communication and broadcasting services to their business clients through a web based application, efficiently integrating with business applications.
• Fax, SMS, MMS, voice and email messages can be sent in a simple, cost effective manner.
• Specific messages can be sent to selected numbers, ensuring that the right message reaches the right recipient, generating positive customer service experience and business.
• Providers can quickly respond to their clients' needs and increase the depth and breadth of their offerings – on demand. New business can be generated quickly and delivered on the fly.
• Examples of communication and broadcasting services include:
  • A retail company outsourcing promotions, advertisements, order receipt/delivery notifications or even birthday greetings to their most important customers;
  • A financial services company outsourcing stock price change alerts, account information or even access codes (PINs);
  • A service organization outsourcing weather warnings, traffic alerts, environmental information, etc.;
  • An airline or railway company sending last minute offers or information on travel delays;
  • An employer keeping employees informed of the latest policies, web based training, travel related issues, etc.; and
  • The sending of configuration messages for WAP profiles, vCards and images, and so on.
• Telecommunication companies can provide their customers with a valuable, reliable communications platform:
  • The system is ready to use and easy to implement and integrate with hosted communication services, most common business applications (including SAP, IBM, Oracle, Microsoft Exchange, Lotus and Novell) and virtually any standard e-mail environment or application without adding new applications to the user's desktop.
  • Reporting and monitoring capabilities offer transparency of communication traffic down to the customer, department, cost center, or user level. In addition to measuring performance against SLAs, this information can be used to assess and bill distributed costs.
  • Fault tolerance allows information from the widest range of communication channels to be called up reliably at any time.
  • All relevant communication events are recorded, traceable and secure to comply with regulations such as SOX, HIPAA, Basel II and the US Patriot Act.

Tough competition in the telecommunications industry is forcing providers to focus on winning new customers and retaining profitable ones. Regulatory demands and tight profit margins mean that competing on price is no longer an option; product and service offerings and customer service are the only remaining differentiators.

Kofax enables telecommunications providers to automate and optimize their customer service operations, accelerating response time, increasing response quality and reducing processing cost at the same time.

• With Kofax, all incoming correspondence – whether fax, paper or electronic – can be captured in a consistent way whenever and wherever it enters the organization.
• Upon capture, documents are automatically classified as inquiries, invoices, policies, complaints, change requests and so on. Relevant data is extracted and seamlessly routed to the appropriate applications for immediate access and processing.
• Powerful data validation ensures that only complete and correct documents are routed to the relevant application or employee, increasing data and information accuracy.
• The customer can be automatically notified by SMS, MMS, email, phone or fax at the moment their order, contract or inquiry has been received and processed. This notification can be enriched with further information and offerings to exploit up-sell potential.
• Customer information generated during automated inbound customer service processes can be integrated into sales campaigns, while outbound processes can be executed the same way –automatically, efficiently and securely.
• The combination of information capture and outbound communication on the same platform is highly cost effective, as it reduces processing complexity and cost, and enables access to information from different sources in real time.
• First time resolution rates can increase, as information is available at the customer service worker's fingertips.
• Proactive communication helps to reduce calls to customer contact centers drastically, reducing the workload for customer service employees and freeing them up for more sophisticated work.
• Extending the Kofax enterprise capture platform to other processes – such as records processing, contracts or invoice processing – reveals even more benefits. Standardization and ease of use and deployment all contribute to an even higher ROI and faster payback.

Telecommunications companies– including both infrastructure and services providers – have to deal with an enormous volume of invoices every day. These invoices arrive in a variety of formats, including fax, paper (handwritten or machine printed) and electronic. To make this challenge even more complex, these invoices originate with a vast number of largely distributed suppliers.

End-to-end automation of invoice processing – including e-invoicing, workflow and seamless ERP integration – can significantly reduce the extensive effort of managing invoices from your entire supplier and partner network.

• Invoices can be automatically captured no matter where they enter your organization, no matter in which format (paper, fax, email, e-invoice and so on).
• Invoices can be classified at the point of entry through the intelligent recognition of invoice header and line item information.
• In case of missing or incorrect data, an automated alert function triggers exception handling and correction.
• Only correct and complete invoices are sent to the relevant applications and processes to ensure efficient processing.
• E-invoice processing and supplier integration can remove paper from the transaction altogether, enabling finance organizations to process electronic invoices and seamlessly work with their suppliers – providing the benefits of EDI at a fraction of its cost and complexity.
• The system provides real time integration with ERP systems such as SAP and Oracle, and gives finance and business managers performance management capabilities.
• Cash management benefits from visibility into the AP process, real-time status information – including invoices in process, cash requirement, invoices awaiting approval, cash consumption and productivity data – and the ability to trigger corrective measures.

Kofax customers benefit from a highly secure and scalable capture platform that can serve a wide variety of document intensive business processes. The Kofax enterprise capture platform automatically captures any type and format of document, transforms it into actionable information, and delivers that information to the right people, processes, applications and back end systems — all enabling your organization to become more efficient and reduce cost.

• With Kofax, any document can be captured and processed in an auditable way, including customer inquiries, contracts and other legal documents, maintenance or quality records, policies, drawings, charts, work orders, sales orders, invoices and so on.
• The Kofax enterprise capture platform offers the scalability to handle hundreds to millions of documents per day and to operate in both centralized and highly distributed environments.
• High quality scanning and front end capture turn paper into digital data the moment it enters an organization, eliminating paper before the process actually starts. Any document type – on paper or in faxes, emails, images, or any other electronic format – can be captured from standard desktop scanners, MFPs and high volume production scanners alike, across your organization and extended network.
• All incoming information – whether from the e-entry of new documents or paper backfile conversions – can be consolidated and routed to the right processes and data repositories based on specific business rules, by company or by regulation.
• Our market leading "learn by example" technology recognizes and extracts information from any document without any programming. Relevant information can be extracted from structured and unstructured documents, triggering a workflow or process.
• Straight-through processing of any document reduces costs while significantly increasing processing efficiency, data accuracy and information availability. It reduces manual labor, including paper handling, shipping, storage and searching.
• Integration with a wide range of workflow and content management applications ensures that both scan-to-archive and scan-to-process operations work harmoniously, feeding data into cohesive business processes.
• Data input and data flow are fully transparent and data is traceable at each touchpoint across multiple processes and functions – from the point of entry to final archive – supporting compliance with policies and regulations for records retention, disposition and privacy.
• High availability and disaster recovery enable secure and compliant management of and access to records for mission critical implementations.
• Operational efficiency increases across business processes and functions: Requests can be answered and necessary actions taken on-the-fly, as the electronic files can be easily searched and found in the data repository.
• The highly robust, scalable and flexible enterprise capture platform from Kofax can optimize all document driven business processes, including inbound and outbound communication. The more processes you standardize on the Kofax platform, the higher the ROI, and the shorter the payback.