![]() ![]() I found it intriguing that BA Insight has the technology, people, and partners to help catapult enterprise search to the next level. However, in comparison, corporate Intranets, customer support portals, helpdesk applications or knowledge management solutions don’t come close to being killer apps, nor do they provide a remarkable user experience. Many are ‘killer apps’, and as a class they have fundamentally changed the way people interact with information. ![]() There are many notable and successful search-driven applications available on the Consumer Internet. We do this by transforming SharePoint, which has become ubiquitous across enterprises, into a unified information access platform that enables fast implementation of search-driven applications at a fraction of the cost of other options while de-risking search projects. When I evaluated the opportunity at BA Insight, I found the company to be uniquely positioned to provide a new approach to the unification of information that stops the pattern of enterprise search failures. I am sure you know that the amount of content that is being generated is growing exponentially across an increasing number of sources, and the inability to find the information assets our people need is costing us billions of dollars in lost productivity while leading to low morale and customer dissatisfaction. I joined BA Insight because I saw an immense opportunity to transform the way enterprise search is being implemented. Failed enterprise search projects became the norm as companies tried, and continue trying, to resolve their information access challenges by implementing new search appliances while they still have underlying issues around integration with other systems, classification and tagging, and a sub-par user experience. The problem with this approach is that it views the search engine as a ‘one size fits all’ solution, as opposed to viewing it as an enabling technology that helps organizations address a business issue. As the technology evolved and search engines and appliances became available, the portals were replaced with implementations of enterprise search. In the ‘90s, multiple software vendors tried to address the issue of information access by providing software to implement portals, whether they were used for helpdesk integration, customer support, intranets, or R&D to help with the collaboration and reuse of IP. The interesting dynamic in all of this is that there are large investments being made to capture information and knowledge assets, but very little of it is actually accessible by employees or customers. In the last decade, another silo of information capture has emerged in the form of Social Business Software, making it easier than ever to capture nuggets of knowledge that can help others. This meant that learners interacted only with learning objects that helped them increase their knowledge, and therefore their value, to the organization. ![]() At OutStart, we initiated the idea of objectifying learning and making the development of learning component-based so that it could be consumed via a “just-in-time” model. For example, when I joined Servicesoft, we were pioneering the idea of using search and classification engines to help transfer information to customers as part of the emerging eService market. Although there have been major technological advances in how this information is captured and made available over the past two decades, these have mostly been around a single business process. Organizations have long been struggling with how to make knowledge assets available to employees, partners, and customers. If desired, our professional services team can handle the upgrades. It is simply a matter of accessing the BA Insight customer portal, downloading the latest release, and installing and configuring it. The upgrades are easy to do and can be done by your IT organization. BA Insight takes on the burden of keeping the connector up to date for both Lotus Notes and the respective search engines.
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