Category: Knowledge Bank

Pegasystems adds new dimensions with OpenSpan acquisition

Pegasystems has acquired workforce intelligence and Robotic Process Automation (RPA) technology vendor OpenSpan. This is a smart move that opens up multiple fronts of opportunity for both vendors, and also their customers.

In case you missed it, Robotic Process Automation (RPA) – put very crudely, think of it as the next generation of terminal emulation or screen-scraping technology, but upgraded with added flexibility and intelligence – has pretty rapidly become a hot topic. Not only for Business Process Outsourcing (BPO) providers, which see RPA as a way of improving quality and margins in markets where the historical lever of global labour arbitrage is rusting; but also for large corporations’ shared services centres and contact centres. RPA technology can automate and eradicate the ‘swivel-chair integration’ that bedevils so many service agents’ work environments, and that is a Good Thing. For everyone.

Conversations with a CIO – Adapt to the local culture

cio insight My previous three blogs on conversations with a CIO have prompted a number of comments about CIO culture, language and location. Various readers responded with comments such as, “we are different here in Spain, France, etc.” Others commented on relationship barriers due to language and/or culture differences.  In addition, there were a variety of sweeping uninformed statements making stereotypical assumptions about differences in how European CIOs behave and make decisions – things like Southern European CIOs tend to be late to meetings and gesticulate excessively, whilst Northern European CIOs tend to speak English (over and above their native language) and are exceedingly punctual with no strict hierarchies between employees and management.  And of course the British are unique with their stiff-upper lip conservative nature, structured and methodical at all times.

How easy it is to stereotype people when you don’t bother to understand them – and worse, to act on those stereotypes.

Alfresco’s strategy: 1+1=3

Last week I spent some time with Alfresco in New York for the ‘Analyst Day’ that marked the 2016 Winter launch cycle for new versions of the Alfresco One Enterprise...