Q&A

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Compiled by Vicki Amendola, editor of ECM Connection

In the world of content management, acronyms are nothing new. I've often heard it referred to as our recipe for technology alphabet soup. One acronym that is becoming ever-more-prevalent is ACM — adaptive case management. Although it's not a brand new acronym, it still manages to cause some confusion in the market, especially to newer users that are still trying to come to an understanding with the differences between workflow and BPM (business process management). How is ACM truly defined? Where does it fit in the ECM equation? What makes it different? Those are just a few of the questions we aimed to explore when we sat down for this interview series with Annemarie Pucher, CEO of ISIS Papyrus.

According to Pucher, "Any enterprise can implement ACM with the right approach, technology, and tools for consolidating data, rules, and policies from multiple existing systems and platforms. While ACM can, in some cases, replace legacy or siloed business approaches, ACM should absolutely function as a complement to business applications and back end systems already housing critical corporate assets, permissions, and processes — including classic ECM systems and other content repositories."

Highly interactive business applications that typically benefit most from ACM implementations include claims management, contract management, customer account management, purchase-to-pay, and fraud investigation.