scriptura engage 7.3 white paper
TRANSCRIPT
Inventive Designers nv Sint-Bernardsesteenweg 552, 2660 Hoboken, Belgium BANK IBAN BE53 0682 2030 9053 • BIC GKCCBEBB • VAT BE 0453 758 377 • RPR Antwerp EU PHONE +32 3 425 40 00 • US PHONE 011 32 3 425 40 00 EMAIL [email protected] • www.inventivedesigners.com 2 • 24
Table of contents
1. Management Summary 4
2. Introduction of the Scriptura Engage solution 6
Integration 7
Architecture based on open standards 8
Input from a variety of data sources and formats 9
Composition 10
Save costs 10
Reduce the number of templates 10
Reduce time-to-market 11
Graphical user interface 13
Design once, use many 13
Based on open standards 14
Performance 14
Many advanced design features, including: 14
Interaction 15
Electronic forms 15
Interactive document creation: LiveDocs 15
Processing 17
Put the customer first 17
Graphical interface 17
Document comparison 18
Document and page oriented operations 18
Make optimal use of available resources 19
AFP Input 19
Security 19
Protect your documents and detect fraud 20
Reduce costs 20
Increase productivity 20
Customer loyalty 20
Digital signing (part of IntelliStamp): 21
Multichannel 21
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Customer experience 21
Standardize 21
Reduce costs 21
Use different channels 21
Event flow 22
Facility 22
Automate all information flows 22
Optimal use and performance of resources 22
Centralized control 22
Turn a cost center into a profit center 22
Tracking and reporting of activities 23
3. Company description 24
4. Contact & more information 24
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1. Management Summary
The majority of organizations communicate through the exchange of various types of
communication: email, postal mail, online documents and more and more also social media and
sms/text messages. In the eyes of customers, these types of communication aren’t just about the
companies they do business with – they often are the company. The need to increase customer
satisfaction and grow market share has become so essential that businesses cannot remain
competitive without technology to provide relevant and fully personalized communications across
multiple channels.
Communication isn’t just about ‘company to the customer’, it often is the company.
Scriptura Engage enables you to get the maximum value out of any kind of customer
communication; whether it is based on printed output, an online application, email, social media or
any other tool.
We supply innovative software solutions that enable organizations to interact with their customers
through high-quality, personalized communications across multiple channels. This results in
increased customer loyalty, while reducing costs and time-to-market. The combination of
improvements generally results in a project return on investment (ROI) of 6 to 15 months.
Scriptura Engage is used in a myriad of environments, supported by strong benefits:
Personal
Use the valuable information you have on a customer to personalize every moment of
contact. Scriptura can create value from multiple sources, whether it’s a database, CRM,
accounting, SAP or other system.
Relative
Provide relative information to your customers, based on preference, content and context.
Intuitive
Scriptura was designed to allow non-it personnel to manage and create templates and
personalized communications. This drastically reduces development time for your IT-
department, allowing them to focus on innovation.
Consistent
Maintain full control of your regulatory compliance and corporate identity throughout your
entire organization.
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Interactive
One-way communication can be powerful, but interactive electronic forms give you instant
feedback that can be used to enhance customer experience or trigger follow-up messages.
Future proof
Scriptura is completely built on open standards and is platform independent, allowing for
scalable integration with your current and future environments.
Automated
Our advanced business flow interface allows you to automate nearly any task based on your
business processes. This will result in a more effective communication, giving your
customers the information they need, when they need it, through their preferred channel.
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2. Introduction of the Scriptura Engage solution
Scriptura Engage helps organizations by providing a single, central platform to manage and
optimize all customer communications. All within intuitive graphical interfaces, so no programming
is needed to add or change existing output processes. This results in significantly reduced time-to-
market if you want to add new communication channels or change existing processes.
The Scriptura Engage Communications Platform (Scriptura Engage) offers customers the following
benefits:
Communications platform
Integration
Composition
Interaction
Processing
Security
Multichannel
Facility (Tracking, Closed Loop & reporting)
Figure 1: Scriptura Engage Customer Communications Platform
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Integration
Specific actions within an organization trigger a business process: a new customer, a complaint, an
invoicing process etc. Documents and output form only a part of that business process. There are
also processes involved like data creation, content management, document management, archival
and more. Scriptura Engage offers a wide range of interfaces and connectors to integrate with other
applications, like:
Enterprise Content Management (ECM)
Customer Relationship Management (CRM)
Enterprise Resource Planning (ERP)
Business Process Management (BPM)
Archiving Systems
Document Management Systems (DMS)
And many others
Scriptura Engage can combine data and information from multiple systems in one output process.
Figure 1: Scriptura Engage integrates with different enterprise applications
Because every customer has its own specific environment, we wanted to develop a solution that
could fit different types of existing environments, without the need to change the underlying
technologies or systems used by a customer. Therefore, it was a strategic decision to work with
open standards, so Scriptura Engage could be integrated into other products and solutions. Because
of this, Scriptura Engage has a unique architecture and takes a unique position in the marketplace.
Independent market research has highly valued our architectural approach.
For some technical aspects, we do have co-operations with other vendors, of which we integrate
their tools as OEM-components. In the future we foresee further integrations with OEM components
such as printer stream conversion and MSWord integration. Apart from the native integrated OEM
components, there are a variety of connectors available to integrate Scriptura Engage with other
solutions such as CRM, ERP, queues, printers, post processing machines, email servers etc.
See below for just some of the applications we can integrate with (we do not pack these solutions
with Scriptura Engage).
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Figure 2: Some of the applications Scriptura Engage can integrate with
Architecture based on open standards
Open standards are standards that are vendor-neutral, consensus-driven, openly-specified and freely
available. In contrast, a proprietary standard is a standard that has been developed and is owned by
an individual or organization, the use of which generally requires a license or a royalty payment.
Scriptura Engage uses the following open standards:
XML
XSLT
XSL-FO
WebDAV
SVG
LDAP
SOAP
XForms
HTML
and many others
• Tibco
•Active MQ
• MQ Series
• Etc
JDBC
JMS
JCR
CRM/ERP
• Siebel• Salesforce.com•MS CRM• SAP•Oracle Apps• Etc ...
ECM/DM
• FileNet•Documentum•OpenText• Sharepoint• Alfresco• Interwoven • Vignette• Etc ....•Oracle DB
•MySQL•MSSQL• Etc
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Input from a variety of data sources and formats
Scriptura Engage can take input data from any combination of different data sources, also providing
data enrichment and transformations. Supported data sources include:
XML
XSLT transformations
CSV (Comma Separated Values)
Text (record types)
Formatted Text File (spoolfile scraping)
Customer data source
Direct database access:
The Java Database Connectivity (JDBC) API is the industry standard for database-
independent connectivity between the Java programming language and a wide range of
databases – SQL databases and other tabular data sources, such as spreadsheets or flat files.
The JDBC API provides a call-level API for SQL-based database access.
Scriptura Engage is capable of interacting with the following databases by using the
standard JDBC interface (other solutions that provide a JDBC implementation can be
plugged in very easily):
Oracle Database
PostgreSQL
MySQL
Microsoft SQL Server
IBM DB2
Terradata
Sybase
Web Services (HTTP, REST, SOAP)
Hot Folder interfaces
MQ Series
Tibco
JMS (Java Messaging Service) defines the standard for reliable Enterprise Messaging. Enterprise
messaging, often also referred to as Messaging Oriented Middle-ware (MOM) is universally
recognized as an essential tool for building enterprise applications. By combining Java
technology with enterprise messaging, the JMS API provides a powerful tool for solving
enterprise computing problems.
Scriptura Engage is capable of interacting with the following message oriented middleware
solutions by using the standard JMS interface:
IBM WebSphere MQ (aka IBM MQ Series)
TIBCO Enterprise Message Service
Apache ActiveMQ
Fiorano MQ
Sonic ESB
Sun MQ
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JMS connectivity:
Both in large as small enterprises, many challenges exist when integrating various services and data.
In many cases enterprise architectures use an enterprise service bus, enterprise application
integration system, message broker or large scale enterprise application. Now Scriptura Engage
contains out of the box support for integrating with many of those message queue systems which
makes integration even faster than before. Some widely used examples:
Apache ActiveMQ
Redhat JBoss HornetQ
Oracle OpenMQ
Apache Qpid
Progress SoniqMQ
IBM Websphere MQ
Amazon SQS
Oracle AQ
Oracle Service Bus
AMPQ
TIBCO Enterprise Message Service
Microsoft Message Queueing
SAP Netweaver Process Integration
Etc.…
Composition
The Scriptura Engage Designer allows business users to design document templates and document
flows through a highly intuitive graphical user interface. Users can design complex output
templates, define conditional logic, and specify production characteristics without programming and
without being dependent of the IT department.
Scriptura Engage helps you providing your customers with understandable, personalized and relevant
documents, where good design leads to better customer experience.
Save costs
By Scriptura Engage’s broad functionality, it can replace other existing document applications. We
have customers that replaced more than 40 different output applications with Scriptura Engage.
This has resulted in savings in license cost, maintenance cost, training cost etc. Scriptura Engage is
perfectly scalable to be used within different types of document processes (batch, on demand,
interactive, e-forms).
Reduce the number of templates
With Scriptura Engage, our customers can drastically reduce the number of templates, in some cases
up to more than 87%. This is the result of an efficient template management and also of valuable
template functions like reusable objects, multi-lingual and dynamic layout etc.
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Reduce time-to-market
By using Scriptura Engage, the time needed to design and maintain templates is drastically reduced,
in some cases up to more than 75%. This is the result of the user-friendly design interface that
enables business users to do template design and maintenance.
Floating license
The Scriptura Designers is not seat based, but is a floating license. This offers a more flexible way of
working.
The Scriptura Engage Designer includes two functions: a template designer and a document flow
designer.
The Scriptura Engage Template Designer is a WYSIWYG application that allows non-IT users to
design document templates through a highly intuitive graphical user interface. Business users
can design complex output templates, define conditional logic, and specify production
characteristics without programming and without being dependent of the IT department.
Apart from templates, the Scriptura Engage Template Designer allows to create and modify
reusable objects (or text blocks), letter definitions and letter trees. Many sophisticated design
features are available: dynamic lists, charts, tables, images, conditional logic, the use of
conversion tables, importing of existing Word documents. A multi-lingual feature allows
creating documents in multiple languages from one single template. If the user chooses to
generate online fill-in forms, these can be also created with the Scriptura Engage Designer. The
Scriptura Engage Designer includes all specific features for designing such forms (check boxes,
radio buttons, fill-in fields etc.). Reusable objects are designed once and can be reused in
multiple templates.
The Scriptura Engage Designer creates, maintains and stores templates in a Repository (based
on WebDav, CVS, Subversion etc.). Data from various sources can be combined with templates
via several mechanisms: XML (with XPath), JDBC (with SQL queries), ASCII or text data. All data
is internally converted to XML and this technology is used to process the data. A one button
preview function is available to visualize any change made to the template against sample data,
which allows for rapid prototyping.
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Figure 3: Screenshot of Scriptura Engage Designer for template design
The Scriptura Engage Document Flow Designer is a feature that allows you to graphically design
a document process or workflow, without the need for programming or scripting. It uses a series
of steps, which are basic functions like "Add Barcode" or "Deliver via email", and connections
which are lines that connect the steps together. Scriptura Engage comes out of the box with a
rich set of steps, but thanks to the open and pluggable architecture of Scriptura Engage, it is
possible to extend this functionality with "custom steps", that may be built using an open API.
Such custom steps can be simply deployed in future versions of Scriptura Engage by simply
reusing the original plugin, created once.
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Figure 4: Screenshot of Scriptura Engage Designer for document flow design
The templates, reusable objects, document flows and other shared resources are stored in a
repository based on the WebDav standard, CVS, Subversion or other Eclipse compliant repositories
and it uses an LDAP server to manage and check authorities on templates.
Graphical user interface
The Scriptura Engage Designer allows users to graphically design document templates and document
flows. There is no need to program; all features are provided through the use of drag-'n-drop
interfaces.
Design once, use many
Create your templates once and simultaneously output to different formats and different output
processes (high volume/batch, on demand, interactive).
XSL-FO
XSLT
TPCL
XML
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eForms
ZPL
Google Docs
PS
PCL
AFP
RTF
HTML
DOC
DOCX
ODT
PDF-A
TIFF
JPEG
PNG
PDF/A-1a
SVG
Based on open standards
The document template is a combination of XSLT, XSL-FO, XForms and other open standards.
Performance
High capacity
Scalable
High performance
Multi-threading
High volume
Load balancing
Many advanced design features, including:
Multilingual text blocks
Styles for brand management
Color profiles
Dynamic reusable objects
Charts, bar codes, form fields, tables and much more
Intelligent eForms
Interactive documents
Extensive data retrieval
User XSL extensions
Multi interface control
Secure templates on multiple levels, including object security and user security
Impact analysis
Custom repository
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Simultaneous multichannel publishing
Nested tables
Conditional logic in simple mode (wizard driven) and advanced mode
Custom scripting
SNMP monitoring & reporting
and much more
Interaction
Traditional one-way communication is no longer sufficient. Organizations need to engage in a
conversation with their customers, otherwise they will unwillingly destroy valuable customer
relationships. Scriptura Engage is a great solution for all kinds of interactive document and
electronic forms applications, such as insurance claims handling, customer service documents,
quote or offer generation and lots more.
Scriptura Engage enables customer interaction on two levels: interactive document composition and
electronic forms.
Electronic forms
The use of electronic forms to gather customer data improves responsiveness. It's easy, flexible and
green.
Scriptura Engage allows designing intelligent, electronic forms that integrate perfectly with your
current website or intranet. There is no programming involved so designing interactive forms is
effortless for both IT users and business users.
Automatically process input data from electronic forms, saving time and resources.
Reduce your organization's carbon footprint by eliminating paper processes.
Anytime, anywhere - offer your customers the flexibility to fill out their forms at the office or
from the comfort of their home.
Our intelligent electronic forms are capable of prefilling known fields to simplify customer
actions. The entire form can even change behavior based on the profile of the customer.
Built-in data validation capabilities allow you to automatically verify information as the user
completes the form - improving both data accuracy and transaction processing time. The
templates containing form elements can be processed via a standard browser application.
Interactive document creation: LiveDocs
Customer-facing departments often spend a lot of time updating and completing customer
communications. This is often done using a variety of different applications, including Word. This
results in inconsistent look-and-feel, errors and lack of control on compliance or organizational
standards.
Interactive correspondence creation, selection and ordering of text blocks
No more outdated information or incomplete documents
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Modify documents after generation, while protecting corporate identity
Enrich data by user
Consistent look-and-feel
Create relevant customer correspondence
Better control on regulatory compliance
Role based rules to limit access to certain document types
Fully automated delivery of documents
Scriptura Engage enables interactive document creation by using a standard set of building blocks:
Paragraphs
Images, logo’s, barcodes
Free text
Titles & headings
Attachments
etc.
These building blocks will appear on the final document based on predefined rules.
Figure 5: Interactive document creation
Scriptura Engage uses a standard web browser (Internet Explorer or Mozilla Firefox), from which
users can compose and preview documents. Users can compose documents by selecting predefined
paragraphs, filling in certain fields or typing additional text. On top of that, additional data (CRM,
ERP, Accounting…) can be automatically merged in from the calling application. At the same time
Scriptura Engage will respect all business rules that have been set up by the template designer.
Select your building blocks
Merge with real data & business
rules
Preview the final result
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Scriptura Engage uses a standard web browser (Internet Explorer or Mozilla Firefox), from which
users can compose and preview documents. Users can compose documents by selecting predefined
paragraphs, filling in certain fields or typing additional text. On top of that, additional data (CRM,
ERP, Accounting…) can be automatically merged in from the calling application. At the same time
Scriptura Engage will respect all business rules that have been set up by the template designer.
Figure 8: Document flow example for interactive document creation
When the user is completely satisfied with the “interactive” document, it can be submitted for
production, either in real-time or deferred for inclusion with other batch documents.
Due to the multi-lingual features of Scriptura Engage, it offers both a choice of a multi-lingual user
interface to the interactive document composer, as well as multi-lingual output documents.
Processing
Before your documents are delivered to the customer, different processing steps need to be
executed: grouping of output documents, routing to different locations or preparing for postal
handling. Scriptura Engage offers a wide range of processing functionalities.
Put the customer first
Customer central because more consistent communication, proactive detection of errors and fast
throughput
Graphical interface
Document processing is done using a graphical interface, so no programming is needed to add or
change existing output processes, like the ones above. This results in significant reduced time-to-
market if you want to add new communication channels or change existing processes.
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Example:
Suppose you want to send a welcome letter to every new customer. If this customer provided an
email address, Scriptura Engage will automatically produce the welcome letter in PDF and email it.
When a customer only provided his home address, the letter will be printed and sent by postal mail.
It's even possible to send a text message (SMS) or send a message using social media announcing the
arrival of the contract.
And this is not even a complex situation! What if you wanted to combine the welcome letter with
other customer communications, to promote other products or services? Or if your organization
needs to track-and-trace certain output flows for quality assurance or to comply with regulations?
In almost every organization, these processes need to be programmed. This means high costs,
additional resources, increased time-to-market and difficulty to maintain.
Scriptura Engage's output processing capabilities include:
Document comparison
We offer advanced document comparison for different use cases. Our ‘output control’ document
compare automatically compares different versions of the same document when your environment
changes. Typically used in regression testing. Our Scanned document compare allows you to
compare the original document with a scanned version of the document. Example: can be used to
compare an incoming signed contract and its original outgoing version for unauthorized changes.
Changes are highlighted in a visual way.
Document and page oriented operations
Bundling, sorting, grouping, adding separator pages ...
Postal optimizations, like adding bar codes and Mail ID
Post processing equipment provisioning
Intermediate page store
Merging different output streams
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Regeneration and reprinting
Quality control regarding contents
Make optimal use of available resources
Gather documents during the day for night-time processing
Combine output from multiple applications
AFP Input
This module allows you to pick up streams of AFP coming from any source or application to facilitate
processing by Scriptura Server (adding barcodes, sorting, splitting, tracking …).
Security
When you provide your customers with electronic documents, you want to make sure that the
recipient cannot make any unauthorized changes. Scriptura Engage provides electronic signing of
digital documents, using digital signatures. But what with those electronic documents that are
printed by the customer?
Scriptura Engage can guarantee document authenticity of both the electronic original and the print
out of the document.
It's a fact that digital documents offer a wide variety of advantages, from reduced printing costs to
environmental-friendly communications. But it's also a fact that a lot of business processes still
require paper documents. And that a large part of your customer base will print the electronic
documents they receive from your organization, because people trust paper and it's still their
preferred channel.
Scriptura Engage uses IntelliStamp, one of our other solutions. IntelliStamp is a QR bar code that is
used to secure any type of electronic and paper document, by including a visual security stamp. This
stamp contains a copy of the most important data contained in the document. IntelliStamp enables
to verify whether this data has changed on the paper version of the document, compared to the
original version.
The actual content and physical appearance of the stamp can be reconfigured to match the needs of
the user.
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Figure 6: IntelliStamp placed on a document to prevent fraud and guarantee authenticity
Protect your documents and detect fraud
Secure digital documents and their paper print outs
Detect unauthorized changes on the paper printout by verifying the IntelliStamp
Reduce costs
Reduce loss by fraud
Reduce printing costs and postage costs by sending electronic documents that are secured by
IntelliStamp
Increase productivity
Automatically compare and detect changes between an incoming paper document compared to
its original electronic version, e.g. for signed contracts
No need for paper certificates or other legal documents. Documents can be send electronically,
while guaranteeing the authenticity of a paper print out
Customer loyalty
Offering new channels can serve new markets
Improve customer experience (serve your customers better and faster)
Provide your customer with channel of choice. We believe in evolution, not in revolution
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Digital signing (part of IntelliStamp):
Sign and secure documents with a digital signature.
Multichannel
Your customers demand delivery of documents across multiple channels (web, print, email, fax,
social media, etc.) but this is expensive and time-consuming with proprietary solutions. With
Scriptura Engage, you can automatically create output for multiple channels. And because Scriptura
Engage is based on open standards, our solution can support virtually any existing or future channel.
The solution enables organizations to create multichannel and multi-format documents in 1 run, e.g.
produce PDF, AFP and PCL5 instantly without changing the template or without changing the
process. This results in enormous time and cost savings.
Scriptura Engage enables true multichannel communications.
Be aware though that multichannel communication is not just 'using different channels'. To offer a
true multichannel experience it is critical to manage communications across the channels your
different customer profiles prefer.
Customer experience
Deliver communications using your customer's preferred channel, resulting in a better customer
experience.
Faster delivery, using electronic channels
Make use of new communication channels like social media and SMS (test message)
Standardize
Provide a consistent look and feel across channels.
Automatically produce multichannel output based on business rules from one and the same
template
Reduce costs
Make use of cheaper channels.
Reduce printing costs, postage costs, handling costs and delivery costs.
Use different channels
Create and distribute print, email, text/SMS messages, social media messages and push
notifications.
Automatically test email communications against a variety of widely used email clients.
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Event flow
Event flow is a new feature aimed at orchestrating processes. It works closely together with
document flow and will allow you to keep states, react on events and generate new tasks. Event
flow is extremely powerful when used to predefine different multichannel delivery scenarios, but
can be used for general processes, like approval workflow creation, as well.
Facility
Facility has the goal to improve the efficiency, productivity and accountability on one hand and to
improve customer satisfaction on the other hand. All of this has to be possible in a way that no
(re)programming is necessary and the production flow is not obstructed.
To be able to fulfill these requirements, a Facility implementation should bring the following added
values:
Automate all information flows
Reduce manual labor costs
Real time document tracking
Less errors in critical output
Optimal use and performance of resources
Increased production capacity
Improved productivity
Reduced wastage
Lower costs
Centralized control
Multiple jobs to be processed simultaneously
Track-‘n-trace and full automated reporting
Economies of scale (driving down your variable costs)
Improved quality and integrity
Turn a cost center into a profit center
The possibility of attracting the use by departments who previously printed locally or
outsourced
More financial control and better accounting possibilities
Inventive Designers nv Sint-Bernardsesteenweg 552, 2660 Hoboken, Belgium BANK IBAN BE53 0682 2030 9053 • BIC GKCCBEBB • VAT BE 0453 758 377 • RPR Antwerp EU PHONE +32 3 425 40 00 • US PHONE 011 32 3 425 40 00 EMAIL [email protected] • www.inventivedesigners.com 23 • 24
Tracking and reporting of activities
Knowing exactly what your system is doing and why: reliable tracking is indispensable. Every
organization has similar tracking concepts, but the specifics are unique to each organization.
Scriptura Engage ADF tracking concepts can be customized, so they speak the language of your
organization.
Track every step and every object
throughout the process using innovative ‘tracking concepts’. Predefined tracking concepts can
be extended and next tracking concepts can be introduced. That way, Scriptura Engage adapts
itself to your environment and not the other way around.
Figure 7: Scriptura Engage's tracking concept
Figure 8: Reporting on output jobs
Inventive Designers nv Sint-Bernardsesteenweg 552, 2660 Hoboken, Belgium BANK IBAN BE53 0682 2030 9053 • BIC GKCCBEBB • VAT BE 0453 758 377 • RPR Antwerp EU PHONE +32 3 425 40 00 • US PHONE 011 32 3 425 40 00 EMAIL [email protected] • www.inventivedesigners.com 24 • 24
3. Company description
Inventive Designers is a Belgian software company, established in 1994. We create our own
software for creating and delivering output and securing documents. Inventive Designers has many
international clients, such as Bank of America, Nike, Siemens, Daimler … In Belgium FPS Finance,
Flemish Tax Office, NOP, NEO, NISSE, NOCBE, NSSO, Belfius, Belgacom, De Lijn … belong to our
customer portfolio. International governments include United Nations HQ (US), Government of
Queensland (AUS) and the Canadian Department of National Defense (CA).
4. Contact & more information
www.inventivedesigners.com
Telephone: +32 3 425 40 00
@inventivedes
@scriptura
Inventive Designers
Sint-Bernardsesteenweg 552
2660 Hoboken
Belgium