Munich/Dubai, 20 October 2003
Just with the launch of Gitex in Dubai, AGiLiENCE has presented its SHARENET Expertise Location and Management (ELM) solution. This smart XML workflow solution allows to streamline internal information flows within the organization and also to substantially simplify external interactions with customers and partners via existing eService portals.
According to the International Data Corporation IDC, companies lost over 31 Billion US $ in 2003 due to the inability of employees to find the right resources (information and experts) that were needed to execute a given task or solve a given problem. In the same way, customers on eService portals often lose precious time and energy searching for the right resources to handle their requests. This results in a low perceived quality of service. A conventional way to handle this latter problem is the use of manned contact centres, which is however an expensive, human-intensive and error-prone solution.
The innovative AGiLiENCE approach uses smart XML technology in order to drive productivity gains in organizations and to overcome these user frustrations on external eService portals. "It works like a smart digital switchboard.”, explains Dr. Christian Kurtzke, CEO AGiLiENCE Group, Germany, “An incoming problem or request for information is automatically routed to the best resource in the organization, very much like a human operator would do. This helps people within to quickly find the right expert for a given subject in order to solve an urgent customer service problem, for example.”
AGiLiENCE has already successfully applied the SHARENET ELM solution to drive R&D productivity in a global corporation in order to accelerate development cycles. First results have shown that the time required for problem-solving could be reduced by up to 90%. “In the same way the solution can help people with limited IT literacy to navigate more easily through complex eService portals: The users simply enter their request into an online form and the system will automatically suggest the best resources to consider, which can be the right people to talk to, relevant documented information or existing eservices tools.”, details Adel Alturkistani, General Manager AGiLiENCE ME.
Technically, it is the first commercial product worldwide that is entirely built in XML - (eXtensible Markup Language). This means that it goes well beyond the interchange of XML. It also uses the XML standard for natively storing, processing and presenting XML-information. In addition, it relies on a next-generation semantic-web for performing intelligent pattern matching on rich metadata, smart search and routing of information. This results in substantial performance gains, as well as in higher flexibility and openness for integration. The solution has been built with the AGiLiENCE XPEERION native XML-Database and Information Integration Server, which has recently won the European Information Management RU Award in the category "Best Information Storage" and which supports the emerging global standard XML-programming language XQuery.
"For the user, all this smart technology leads to higher simplicity, relevance and convenience.”, summarizes Dr. Kurtzke. “The best eService technology is the one who is “invisible” to the end user.”
-Ends-
Note to the Editors:
About AGiLiENCE
AGiLiENCE is a pioneer and leader in information and communication technology (ICT) solutions for knowledge-worker productivity. The company has a unique track record in demonstrating impressive productivity and quality gains for companies in all industries, including the public sector, enhancing personal, project and process productivity with award-winning technology.
It was founded in 2000 as a Siemens Spin-off, by two pioneers in knowledge management and their teams that have been the inventors of many well-acknowledged and successful projects. Examples include "Eureka", which helped Xerox to save over US$ 100 million and which won several "Knowledge Company of the Year" awards and also the "KMWord" award for the best knowledge network in customer service, as well as the "Sharenet", which saved over US$ 125 million in its first year for Siemens. It also won the American Productivity and Quality Council (APQC) best-practice benchmark for the best knowledge management network worldwide in sales and marketing. Other awards won by AGiLiENCE include the well-known "European Information Management" Award for the best XML information storage and integration technology.
AGiLiENCE is headquartered in Munich, Germany, and has regional offices in Paris, France, in Virginia, USA, and in Dubai, UAE. It is a strategic partner of the famous Xerox PARC research center in the US. Its sales and service partners in the US and Europe include Xerox Global Services, and Fujitsu Siemens, among others. AGiLiENCE is a member of the Application-Service Provider Industry Consortium and a funding member of the International Workflow Management Coalition.
About Dubai Internet City
Dubai Internet City (DIC) provides a Knowledge Economy Ecosystem designed to support the business development of Information and Communications Technology (ICT) companies. It is the Middle East’s biggest IT infrastructure, built inside a free trade zone and has the largest commercial Internet Protocol Telephony system in the world. DIC is a strategic base for companies targeting emerging markets in a vast region extending from the Middle East to the Indian subcontinent, and Africa to the CIS countries, covering 1.8 billion people with a GDP of $1.5 trillion. In line with Dubai's liberal economic policies and regulations, DIC offers foreign companies 100% tax-free ownership, 100% repatriation of capital and profits, no currency restrictions, easy registration and licensing, stringent cyber regulations and protection of intellectual property.
Within a short span of time, a dynamic international community of ICT companies has established itself in DIC. The global ICT giants are all here: Microsoft, Oracle, HP, IBM, Compaq, Dell, Siemens, Canon, Logica, Sony Ericsson, Schlumberger and Cisco, to name just a few. These companies represent a formidable community of over 14,000 knowledge workers. The cluster of ICT companies in DIC comprise of Software Development, Business Services, Web Based & e-Commerce, Consultancy, Education & Training, Sales & Marketing and Back Office Operations. DIC provides a scalable state-of-the-art technology platform to companies looking to provide cost effective Business Process Outsourcing (BPO) Services such as call center operations.
AGiLiENCE ME Contact:
Rawan
AGiLiENCE ME
Tel: +971 4 39 00 6 55
Press Contact:
Nadine Salem/Kate Martin
Gambate! Communications
Tel: +971 4 391 6424
Email: nadine@gambate.biz
kate@gambate.biz
© Press Release 2003
