Industry Vertical: Financial Services

Autonomy Interwoven's Web Content Management solution ensures that a financial institution's website is accurate, current and easy to manage. Perhaps more importantly, it also delivers the targeted content that is most relevant to a customer's need at a given moment. Autonomy automates the entire process of managing content across websites, portals, intranets and extranets – authoring, site design, application deployment, content targeting, site analytics and optimization. Multivariable testing and web analytics ensure site design, layout, and copy are optimized for growing profitability and improving customer experiences.

Customer service has rapidly become the most significant competitive differentiator in the finance industry's commoditized marketplace. Whether clients are contacting their financial institution through telephone, email or chat sessions, organizations are constantly being held to higher standards of service and support. Autonomy's interaction recording technologies have enabled businesses to develop strategies that focus on customer satisfaction, employee retention and revenue generation. Customer-facing initiatives powered by Autonomy improve the customer experience and increase cross-selling opportunities.

With Autonomy's customer interaction analysis, financial institutions finally have a way to extract relevant information from the unstructured data they collect through customer and business interactions. By creating an intelligent contact center, businesses can effectively tap into this data to understand customer behavior and provide in-depth analysis to the rest of the organization. Furthermore, this multichannel synchronization and meaning-based analysis can perform real-time monitoring and capture and analyze all customer interactions in a consistent, compliant and actionable manner.

There is more information available about customers today than ever before, with social media being one of the fastest growing sources.

By leveraging Autonomy's Social Media Analysis, financial institutions can tap into the emerging opportunities and address threats identified by IDOL's sentiment analysis, and even send alerts to the appropriate department for review and action.

Financial services firms often find themselves entrenched in complex manual processes driven by dated legacy tools that can't tie together multiple systems and platforms. Bogged down in process, they are challenged to be nimble enough to meet customers' expectations. When they put Autonomy at the core of their business, financial services and insurance firms find it easier to grow their business, increase profitability and business agility, and improve customer relationships.

Autonomy's Intelligent Data Operating Layer (IDOL) Server collects indexed data from over 400 content repositories and stores this information for fast processing and quick retrieval. Autonomy's meaning-based software introduces automation to many of the legacy processes involving costly manual labor by forming an understanding of all data and user interactions from multiple channels.

Uniform document management systems and collaborative electronic workspaces powered by Autonomy make it easier to organize, find, and govern vital financial data. Equally important to external interactions, internal communication is vital for financial success. Financial branches exist globally and if there are communication breakdowns between branches, then information could be inaccurate or misplaced.

Furthermore, in the global marketplace, language barriers slow down communication and sometimes result in translation errors. Autonomy's IDOL platform is a language independent software which automates the retrieval, processing, and management of information throughout a financial organization. By connecting to all content repositories and processing over 1,000 file formats regardless of language, banks can now access and share structured and unstructured data in a timely and efficient manner.

Autonomy also recognizes that sharing information within the company can be challenging. We offer solutions that facilitate collaboration and process management. iManage WorkSite consolidates all forms of structured and unstructured data to one centralized library. This information can easily be accessed and can be shared and saved for later use. And financial institutions no longer need to wonder if everyone is using the same version of the same document. By implementing Autonomy Cardiff's Intelligent Document solutions, financial organizations have unparalleled control of their information assets.

Addressing the growing expectations from customers discussed above is extra challenging because financial institutions must balance customer service with maintaining regulatory and enterprise obligations. The need to protect sensitive customer and prospect data is a top priority for financial institutions. Mismanaging information is unacceptable and could result in costly litigation. There are numerous regulations and governance policies which outline strict guidelines, if a financial institution is caught violating these practices, the penalties are severe.

Autonomy ICE synchronizes employees' desktops and web usage with live customer interaction by understanding the meaning of all interactions. By intelligently monitoring the end-users' desktop activity, ICE can start or stop recording and can identify interactions that are subject to compliance or corporate criteria, such as those that contain particular credit card, product, computer, or competitive information, and take action as necessary. Autonomy SuperVision carefully monitors the content of shared information. If a user is violating the policies, an alert will notify IT, security and surveillance.

The duty to preserve potentially relevant information begins when litigation or an investigation is reasonably anticipated and presents the greatest challenge for most organizations. A reasonable and defensible legal hold process is required as penalties for the failure to preserve potentially relevant information can include evidentiary sanctions, adverse rulings, and fines. The organization must not only issue, manage, and track multiple hold notices but also simultaneously ensure all relevant information is preserved. Autonomy Legal Hold automates the entire legal hold process, from notification to collection and preservation on a modular, scalable, and advanced platform.

Like other industries, many financial services employees use SharePoint as their collaboration product. However, SharePoint suffers from many security concerns, since its simple design has led to proliferation of information without proper safeguards in place to ensure compliance with internal corporate policies and regulations. Autonomy ControlPoint integrates transparently with SharePoint to address the critical task of ensuring SharePoint's information governance and eDiscovery capabilities. ControlPoint is the industry's first information governance platform that enables real-time, control and complete visibility of all SharePoint content, empowering organizations to manage their SharePoint content in true alignment with growing corporate, legal or regulatory standards.

Financial institutions are burdened with the overwhelming task of archiving all types of data –not just documents, but also audio, video, instant messaging and so forth. In order to be SEC compliant, financial institutions must have the ability to recall all facets of information in a timely manner upon request. The Autonomy Consolidated Archive is the only archive solution in the marketplace to archive all forms of data from over 400 repositories.

Currently holding over 50 Petabytes of information, Autonomy's Digital Safe, our hosted solution, is the largest archiving software available. Many leading financial firms have implemented Digital Safe to securely store important information. Autonomy's archive solution comes in hosted, on-premise, and appliance solution to meet the unique needs of every organization.

Perhaps no other sector has experienced more fallout from the changes to the Federal Rules of Civil Procedure (FRCP) and other regulations than the financial vertical. Autonomy is the only vendor to offer an end-to-end solution to protect your business, proactively and reactively. Autonomy's eDiscovery solution allows financial institutions to secure, index, analyze, collect, archive, and hold data across all media types. Its search is uniquely FRCP compliant since it is able to process all enterprise data from all systems. Autonomy eDiscovery allows financial businesses to reduce litigation risks and combine all information sources into a single, massively scalable archive.

Danske Bank is the largest bank in Denmark and a leading player in the Scandinavian financial markets. Being a leader in such a competitive industry means they are inundated with information from all outlets, both internally and externally. In order to process the abundance of information in a timely and efficient manner, Danske Bank integrated Autonomy's Portal-in-a-Box. This technology provides the automated framework for categorizing, cross-referencing and delivering information fitted to each employee's individual needs. Furthermore, Danske Bank includes Autonomy's personal profiling function, which enables the company to identify employees' areas of expertise. This has led to productive collaboration efforts within the company. Most importantly, by using Autonomy's technology, Danske Bank has found a cost-effective solution that manages and scales their high volume of information.

First Interstate Bank (FIB) is a US-based multi-state, $4.6 billion banking organization, with a Trust Department that is responsible for processing large numbers of new accounts per month, in addition to keeping over 7,000 existing accounts current. Faced with the labor-intensive task of manually inputting an abundance of information, errors and mistakes were frequent. Furthermore, FIB was using over 200 paper forms to process new account information and often these forms were outdated. Recognizing the company was in need of standardization and automated processes, FIB turned to Autonomy's Cardiff Intelligent Documents and LiquidOffice. LiquidOffice automates all aspects of both paper-based and Web-based document-centric business processes. FIB immediately experienced numerous benefits such as cost reduction, accelerated processes, and improved customer experience. Additionally, by standardizing all documents on one server, employees have access to the most current documents from any branch.

Wall Street On Demand (WSOD), a Goldman Sachs company, provides investment research via the Internet and facsimile to a wide range of investors around the world. In 2006, WSOD implemented Autonomy IDOL (Intelligent Data Operating Layer) to make sense of the tremendous volume of financial research being aggregated for clients. WSOD needed a more scalable and feature-rich enterprise search platform. According to Jeffrey Woodfuff, General Manager of Wall Street on Demand, “Wall Street on Demand selected Autonomy because we needed enterprise search technology that would not only meet our current needs, but more importantly support our planned growth.” WSOD has implemented IDOL to assist with Extreme Scalability, Advanced Retrieval, Automatic Clustering, Automatic Hyperlinking, and Alerting.

As an investment firm specializing in Asian debt and equity, Clearwater Capital Partners' success depends on its ability to share and manage large volumes of information effectively throughout its distributed global organization. The firm needed a robust document management solution to take it to the next level of size and performance. Autonomy WorkSite provides the firm with the automation, control and performance it demands.

The Frank Russell Company is a pioneer in the investment services industry, managing US$70 billion in assets and consulting on more than US$1.8 trillion in assets worldwide. Keeping its advisors updated with current and accurate information is its competitive edge—and the company anticipated the growing difficulty of that challenge. Autonomy helped Russell launch new extranets for its partners by leveraging its existing investment in the Autonomy Web Content Management Platform. Today Autonomy powers all of Russell's sites, including corporate, global, intranet, and partner extranets. Content syndication extends Russell's competitive advantage by pushing content to personalized agent sites. Russell is now more effective at capturing agent mindshare, making the agents more effective at selling Russell funds.