Scriptura Engage 7.3 White paper

www.inventivedesigners.com

Scriptura Engage 7.3 White paper

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


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


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.


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.


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


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).


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


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


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.


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.


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.


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).

PDF

XSL-FO

XSLT

TPCL

XML


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


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


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


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.


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


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.


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


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.


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


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


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

[email protected]

Telephone: +32 3 425 40 00

@inventivedes

@scriptura

Inventive Designers

Sint-Bernardsesteenweg 552

2660 Hoboken

Belgium

http://www.inventivedesigners.com/

mailto:[email protected]

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