Diwakar Nigam, MD & CEO, Newgen Software Technologies, talks to KTP Radhika about the company’s cloud strategy and what it expects from the Indian market
How do new technologies like mobility and analytics affect the enterprise content management market?
With the proliferation of mobile devices and gradual ascendancy of corporate social platforms, it is becoming increasingly clear that the access to information through such devices is no longer a luxury but an imminent need. Therefore, it becomes imperative that enterprise content management (ECM) products in the market evolve according to the needs of this demography. Vendors need to look at mobile applications and support for their ECM products or at the very least, deliver some form of mobile access to their ECM solutions.
What is your take on managing content on the cloud? How is the adoption taking place in enterprises? Do you offer the cloud or hosted version of your software?
Cloud will be the next frontier for delivering enterprise solutions. It holds great potential and if properly executed will lead to greater flexibility and scalability. We have been among the first to have a cloud offering for ECM, business process management (BPM), customer communication management (CCM) and content capture solutions. For this, we have partnered with Amazon for the cloud infrastructure. Our ECM and BPM solutions are already available on Amazon.
We are working closely with multiple large BPOs for our cloud offerings. Multiple new customers of the BPOs are getting on boarded on our cloud-based ECM and BPM platforms. Newgen’s ECM & BPM based offerings on cloud are offered to cooperative banks and security brokerage firms. We are also hosting cloud-based ECM and BPM for different state governments in India.
It is seen that segments like BFSI, which deal with lots of documents, are the biggest customers for ECM. What is Newgen’s experience in India in this regard?
The BFSI segment continues to be one of most important verticals. Apart from providing them the core ECM and BPM infrastructure of imaging, capture, document management (DM), records management (RM), workflow etc, we offer composite content applications like customer on boarding, loan origination and servicing, claims processing, CRM for Customer Contact Centers and CCM. We also have got more than 30 soft templates for different processes in BFSI segment. More than 100 banks and insurance companies across the globe use our solution, including some top banks. We have partnered with multiple global system integrators who are offering our solutions to BFSI customers in US on the SaaS model. With technology changing so rapidly and compliance becoming more critical, BFSI will continue to be one of our focus verticals and drive innovations and updates in our products and solutions.
Tell us about your mobile enterprise application ZapIn. How is its adoption going on in India?
Newgen has developed an innovative mobile capture enterprise application, ZapIn, that will revolutionize the way data gets captured. ZapIn helps business executives on-the-move capture customer information while he is face-to-face with the customer and instantly iinitiate its processing at the back-office. It is available both on mobile phones and tablets. It is a pioneering foray into mobile capture technology that allows the business executive to capture physical application forms and supporting documents along with the key meta data and initiate the process instantly. It helps bridge the gap between service delivery time lines and customer expectations.
In ZapIn, an image of the document is captured in parts which are automatically stitched to create the entire document. Advanced imaging is used to remove different types of aberrations that occur due to the use of mobile cameras.
We have already implemented the solution at one of the leading banking conglomerates in the country. We are talking to many banking and insurance companies and are in the final stages of negotiations.
What are your future plans for the Indian enterprise market?
We continue to focus on technology upgrades for user interfaces, deployments, cloud, etc., from which a customer can benefit from new standards. We will continue to build more CCAs in verticals where we are strong, such as BFSI, healthcare, BPO and government. For this, we will also increase and strengthen our partner base. Though our cloud based revenue is only a small part of our existing overall revenues, we are aggressively working toward increasing it by over 750% in the next three years.
