DIR-4-4-22

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DIR - Document Imaging Report
Document Imaging Report - April 4, 2022
Page 1
Table Of Contents
Is It 2023 Yet?
2
Reveille Updates Eponymous Product – and Begins to Entrench
Itself Into the Data Monitoring World
3
Capture Conference – Early Bird Special Time
12
Meet Infosource: Mark Nicholson
3
1
AI-Based Platforms Will Pivot – and 7 Other Industry Predictions
5
1
Document Imaging Report - April 4, 2022
Page 2
Is It 2023 Yet?
I referenced this last issue, but this year really
is □ying by. The beginning of the fourth
month of the year, the fourth issue of 2022
(with two others from last year publishing
early this year), and . . . I don’t have another
fourth.
In the gym, it’s that odd month when the
“get in shape this year” folks have mostly
fallen away, but before the “need to look good
in a swimsuit” crowd shows up.
I’ve always found April to be a great month to
plan. We’re far enough into the year to check in on how those New Year’s
goals are going. (I’m a bit less round. Victory!)
No goals? As hard as that is to believe for this audience, we’re still early
enough in the year to make a great plan., but not too late to feel like you can
wait until next year to start.
My immediate plans are to attend AIIM in Denver at the end of this month.
Are you going? Let’s at least say “howdy” to each other. Long-term plans for
the year remain in process – continually improving DIR to give you
information you can’t □nd anywhere else.
Thanks for reading.
Bryant Duhon
Editor-in-Chief, Document Imaging Report
bdu@info-source.com
Comments, criticisms, and witticisms welcomed.
Document Imaging Report - April 4, 2022
Page 3
Reveille Updates Eponymous Product – and
Begins to Entrench Itself Into the Data
Monitoring World
I’ve always enjoyed talking to Brian DeWyer, CTO of Reveille, since the
product launched in 2005. I’ve always found the product fascinating, even
though it’s impossible to pigeonhole into a product category (I always
thought of them as the “neither □sh nor fowl” company, though maybe
that’s changing). In February, the company released Reveille 10.4, the latest
of 12 major product versions since the product’s launch. We spoke with
DeWyer and Rick Butgereit (yes, we also enjoy talking to him), CMO, about
industry trends and Reveille’s latest news.
Reveille is “the management system for content systems.” Not only how the
system is performing, but Reveille also provides insight into the content
itself – who accessed it, shared it, etc. Later in our conversation, we talked
about how this additional content security functionality and tracking
enabled by Reveille could mean that becomes a larger selling point for the
company.
There are over 95 new features in Reveille 10, over 23 content systems
platform integrations (including Hyland – and Alfresco and soon Nuxeo), and
800K licensed named users across over 400 enterprise customers, including
200 Fortune 500 companies. That’s substantial user growth – roughly 300k –
in 18 months. Butgereit chalks growth up to both organic growth and
growing traction with partners.
Digital Transformation Drives Growth for Decades
More?
One surprise from when we spoke last is the interest in OEM and private
label relationships. For example, Imagetrust is selling the Reveille product
under their label – Trust Monitor. It’s the same product, the company doesn’t
have different product development efforts based on how the product goes
to market.
They’ve received customer and prospect feedback that there are two types
of information being digitized in the process – structured and unstructured
(no surprise). There’s also an increasing realization that content and process
need to be tightly tied together. Digital transformation will be driving
growth for the remainder of most of our careers; Butgereit says some
analysts are predicting digital transformation as a business driver into 2045
and later.
Document Imaging Report - April 4, 2022
Page 4
The opportunity is vast. Digital transformation projects have been launched
over the past few years, but only about 30% of them have been □nished.
That doesn’t include projects that haven’t started yet. Combine that with
the ongoing hockey stick growth projects for data – of which 60% is
projected as unstructured – and there’s a lot of content Reveille can help
companies control.
Content systems have “stayed in their bailiwick” of executing digital
processes and haven’t focused on monitoring and management. Enter
Reveille into this gigantic gap between monitoring data and the vast
amount of unmonitored unstructured data companies are storing.
Butgereit contends that there aren’t many products that come even close
to what they do. “For general data monitoring and management,” says
Butgereit, “there are huge gaps in functionality related to the content, so it's
not possible for customers with content systems to really optimize
performance out of their processes, which obviously can mean everything
from bottom line impact, the customer satisfaction, unless they've got that
structured and unstructured managed and monitored.”
Companies need to be able to see into their digital processes. If a company
can’t monitor its unstructured content, it only has partial insight into how
well the process is performing.
“Visibility into processes is essential for successful digital transformation,”
says Butgereit. “Otherwise you can't get a sense for the health of your
systems. Are they good? Do they need improvement?” There are many data
monitoring tools and packages that have emerged, but they generally focus
on pulling data.
As the link between business processes and documents grows more
important, businesses need a tool more focused on the unique challenges of
content. That’s where Reveille sees their □t.
Currently, Reveille sees home grown options and visibility as their biggest
competition. Companies often consider building the functionality from
scratch, but content is tricky. They think that IT managers who need to
make the decision to build from scratch versus Reveille, will choose Reveille –
both for its content capabilities and ongoing efforts to integrate into tools
that pull data via REST APIs, like Splunk.
Butgereit also pointed out that Reveille’s implementation capabilities allow
companies to “dip their toe in the water” with monitoring and “move in a
very calculated way” for creating a dashboard to show management of data
and content.
Document Imaging Report - April 4, 2022
Page 5
From a cloud content perspective, Reveille enables a company to do an on-
prem benchmark before moving to the cloud where “the content can be
managed to see how well it performs comparatively,” said Butgereit.
Who’s using the content and how are they using it? With the move to
hybrid work environments spurred by the pandemic, businesses need to be
able to monitor content for both access and use, wherever the content is
located.
Butgereit notes that there are many companies, like process mining
companies such as Celonis, that can deliver process insights from activity
data, but isn’t concerned about overlap. “There are observability platform
vendors popping up who are trying to map out the entire process, with
structured and unstructured data, to be able to say ‘this is what we want to
be able to view,’ but our strength has been in the ability to look at
performance metrics and measures and say this is not working – you’re not
meeting SLAs or people are accessing information at 3AM that they're not
supposed to be even though they have the right to,” says Butgereit. “So
there is very complementary play that we have here”
DeWyer added, “When you look at typical process insights, they can tell you
how carbon-based units (and maybe some bots) are performing. What
Reveille does a strong job augmenting diving into the points of integration.
If I’m using any process □ow tool – Hyland, OpenText, IBM, or an RPA tool –
there are typically integration points to legacy systems or newer cloud-
based systems where I want to know if I get data out of them to see how
effectively they are performing.”
This also provides insight into how individuals are performing. Once workers
have the content and process tools at their □ngertips that they need to do
their jobs, Reveille provides insight into how individuals are using the
content system and if the content system is providing access in an
acceptable time frame. DeWyer explains, “We can look at a database, a REST
API, and so on to see how it’s performing. So a business owner can see how a
process is doing and also how individuals are doing within the process.”
Most companies have at least two content services platforms. What Reveille
provides is insight into content regardless of system or whether it’s located
on-prem, in the cloud, or is a hybrid.
It's not a management nightmare either. Ongoing monitoring isn’t resource
intensive. The product is agentless, removing the need to run code on user
computers. IT admin can also short-circuit problems as well, rather than
chasing down issues in retrospect.
Document Imaging Report - April 4, 2022
Page 6
The Continued Insanity of Ignoring Content
Reveille in Action
As DeWyer mentioned, “If I'm a one of those content Center of Competency
owners or shared service owners, one of the things I want to know is: Is
everything working? Are we providing effective service?”
We looked at a group view of ECM with 8 locations grouped by geography
(can also group by service, line of business, and more). Everything is great
except in New York. Looking at the warnings shows a problem in intelligent
capture. You then □nd out that batches aren’t moving through because
they are failing the threshold.
Butgereit says more companies than you would think (they don’t track this,
but he guessed around 25% of the companies they talk with) try to build
these capabilities. He says, “our biggest challenge as a company is
awareness.” Companies familiar with the data-centric monitoring tools often
just think they need to write the additional, content-related, code to
interface with content systems themselves.
DeWyer stressed Reveille’s capabilities here, having already done the heavy
lifting, Reveille can □t in and round out a company’s existing data
management/monitoring capabilities with unstructured content.
Here’s where the disconnect between traditional IT investment and
unstructured content was mentioned. And by “disconnect” I mean the idea
that business success is largely determined by how effectively unstructured
content is developed and delivered to customers, yet companies continue
to insanely underinvest in managing and monitoring unstructured content.
DeWyer mentioned the disparity in investment in data monitoring tools
versus unstructured content. He pointed out that many digitization tools in
the 2000s didn’t meet the promise and left a bad taste in some large
company CIOs’ mouths. This partially explains why data has continued to get
the huge chunk of the budget. As he says, “Our job is to keep educating the
market. As digital transformation continues in the new world of work from
home/hybrid, we’ll likely see a larger proportion of funds going to the
unstructured content monitoring problem.”
Butgereit also made the point that hyperautomation promises to build
automation around not only data, but processes with unstructured content.
Knowledge workers need to interpret content and data. How are processes
going to absorb content such as AI, RPA, analytics, etc.
Document Imaging Report - April 4, 2022
Page 7
Dashboards Galore
At a glance, you can quickly see, “the process metrics, if you will, of how
things are □owing through the capture environment. Are there exceptions
in the capture environment to licensing? Are we good there? Do we have
anything? Do we have things that are coming in from email, or from □le
pickup, or from PDF processes? Are the □les being successfully delivered for
OCR/ICR/ML? Once the data is gathered, are the images being stored in
SharePoint, Box, Hyland, IBM, etc. successfully? Basically, I can drill down into
a status to see if everything is working as it should – or not.”
Every company has a different level of “good” and “bad” regarding processes,
but Reveille has several severity baselines. Those baselines always need to be
evaluated before rollout to □ne-tune to individual business needs. A
common metric is how long are batches in the system.
DeWyer explained that a cost can be assigned to a metric – are these high-
value AP processes, for example. If so, they’ll have a higher cost assigned.
He wishes more people would take advantage of this feature. For instance,
“How long have things been in the queue for Hyland but aren’t in the ERP
yet? I’ll want to assign a higher value to that -- maybe 15 days is OK, but 30
days begins to impact days sales outstanding measurement,” said DeWyer.
As a description of what they do, DeWyer nailed it for me with, “so we gather
all this information and put it into nice, pretty dashboards.”
Capture: Example Reveille dashboard with Hyland. 
Document Imaging Report - April 4, 2022
Page 8
Reveille has over 80 out-of-the-box metrics and has devoted resources to
improving them. Dashboards can be generated automatically and stored as
a PDF in OneDrive, Box, or some of the older OpenText Share products and
process them that way or have direct links into the Reveille dashboard.
Metrics that might be of interest in a capture process: Are □les being picked
up? Emails? How many batches are created in a particular timeframe across
different processes? How many tasks need to be processed?
Then there’s the health of the system that the capture process is running
on,” explains DeWyer. “Is the server □lling up the disk? Does it have enough
memory? How many people are using the mobile client? What’s the
response time?”
Evaluations can be added that show an at-a-glance look at a metric (color-
coded beyond red, yellow, and green to show a more □nely grained status if
needed). Noti□cations can be triggered based on levels of severity. Say it’s
70% and that’s “severe”, but if an evaluation reaches 90% that’s a level one
and the last chance to keep a process from going into the red (so to speak).
DeWyer showed an issue with response times and a failed query. Reveille
then generates a dashboard report and sends an automate noti□cation.
Noti□cations can be sent using email, SMS, Slack, Teams, and more.
Security
Reveille can also take actions. DeWyer explains, “Reveille can trigger a tach
or resubmit a failed one. If a back-end connection drops, we can try to restart
that connection.”
You’re able to do some slight process adjustments and remove bottlenecks
from the dashboard.
Dashboards are only as useful if the data is easy to see and understand.
Reveille has worked to incorporate the small multiples concept of data
visualization to make the data more useful.
Reveille has added a few dashboards around security, application security
dashboards. How many documents are being exported? Where have log ins
been failing? Companies can use these to look for suspicious internal log-ins.
Is someone with the right permissions accessing and downloading a
document(s) at odd times?
Document Imaging Report - April 4, 2022
Page 9
Reveille enters Hyperautomation and observability
New Connectors to PagerDuty and BigPanda
Expanded Power BI Support – Report templates provide rapid data
visualization and analysis
Before going into the product overview, DeWyer made a point to say that
Reveille is currently operating in the cloud, in hybrid environments, and on-
prem. Wherever content exists, they can monitor it.
We spent a few minutes talking about the hyperautomation point. DeWyer
pointed out that Microsoft has a variety of Power apps in Windows 11,
including Power BI to build reports and Process Advisor. Typical to Microsoft
(and somewhat reminiscent of SharePoint), everyone will be able to build
some version of things while being able to upgrade as needed.
Reveille – Product Update
Personally, I’ve always thought this was an underrated aspect of what
Reveille can do, but the need for security is often ignored. DeWyer,
protecting the guilty, agreed and noted that these dashboards are in
response to customer and prospect questions. “This is de□nitely elevating
because it based on the questions we get,” said DeWyer. “We can tell that
people have had situations behind the □rewall and they're trying to get their
hands around it.”
Reveille is proactively working with companies, like Microsoft’s family of 365
products, so that it’s possible to move from alert to action. After all, if you
need to wait for the security team to act, the damage may be too late to
prevent. Said DeWyer, “We've beefed up our proactive actions. We can
disable a user’s access to an application and or we can signal a tool like
Microsoft Defender to go scan that device. Maybe there are some bad bots
that the person doesn’t know about. Connecting the dots between the two
worlds is something we have spent a good bit of time on.
Here are the highlights of Reveille 10.4:
New Hyland Support – Enhanced coverage of Hyland OnBase and Hyland
Alfresco
Expanded OpenText Product Support – Expanded support for Intelligent
Capture, Content Suite, and Documentum
Document Imaging Report - April 4, 2022
Page 10
Reveille 10 is doubling down on Microsoft Hyperautomation platform. The
company has had Power BI capabilities for the last 18 months. Reveille now
has custom connectors to the Power Flow product via Reveille’s REST API,
which will, for example, enable any Power App to retrieve data from Reveille
and use it in Power Flow.
Power Flow has over 400 connectors – Box, Servicenow, etc. – which Reveille
can take advantage of when trying to understand how content systems are
performing. Of course, alerts can be delivered via Teams.
As a refresher, DeWyer shared a slide with some of the Reveille Connectors.
BigPanda and PagerDuty were new; email, Splunk, Connectwise, MS Event
Viewer, ivanti, Write to File, Slack, Servicenow, and Azure Sentinel are a few
others. Basically, if you want to connect to a system; you should be able to.
DeWyer noted that the concept of “observability” is growing and that
Splunk is trying to become a leader in that sector. BigPanda is a leader in AI
Ops, “BigPanda wants as much data as possible and see what we do as a
gap,” said DeWyer, “so they have done an integration with them. A number
of customers are looking at BigPanda as an AI Ops solution and using
Reveille to □ll in the semi- and unstructured visibility gap.”
Reveille is seeing more pick up of Power Automate as the functionality
expands. It’ll be interesting to see how this tool from Microsoft grows in the
market.
Caption: PowerBI Report 
Document Imaging Report - April 4, 2022
Page 11
Observability and Monitoring
Education Portal: Reveille.Enable
DeWyer stressed the importance to Reveille of being able to play with
anyone. Amazon has a monitoring tool called Cloud Watch for all of its
services. Reveille can also share information it collects to another monitoring
tool. So “if you’re all in on Amazon Services, we support that.” The same
applies to Azure and “we’ll move forward with doing some more with
Google” says DeWyer.
Everyone wants to leverage low-cost storage but want visibility into
performance. Reveille is focused on working with others in the vendor
ecosystem to make that possible.
According to Gartner, “Observability is the characteristic of software and
systems that allows them to be “seen” and allows questions about their
behavior to be answered.”
Or, as DeWyer put it, observability helps you “identify the questions you
don’t have answers for yet.” The Cloud Native Computing Foundation runs
the OpenTelemetry project, which is focused on providing a single, vendor-
agnostic observability solution. It's “getting a lot of money from a lot of
different folks because it's all about building effective cloud-native
applications.”
Reveille 10 supports OpenTelemetry via a compliant OTel collector that can
put any Reveille-collected data into any compliant platform. Splunk,
Datadog, Honeycomb, Azure and about 200 back-ends that support it;
providing another foot in the door for Reveille to grow. This is much faster
than building connectors individually.
The company has some more coming for 2022 – so stay tuned.
18 months ago, Rick discussed his plans to focus on creating educational
materials for customers. The learning management system is there for
customers and partners to learn how to use the tool. As a long-time
HubSpot user (a marketing automation tool), the structure, content, and on-
demand training remind of their customer and partner portal. It’s nicely
done.
Document Imaging Report - April 4, 2022
Page 12
.
Click here now
Take advantage of the best rates to attend our Capture Conference
(September 7&8) with our early bird special.
Capture 2022 is an event where executives gather to hear insights from
thought leaders and subject matter experts identifying emerging market
opportunities, unmet customer needs, and new technologies relevant for
Information Capture and Process Automation.
We’re also looking for sponsors to join TAWPI, who we thank for supporting
the event for another year with their sponsorship. Erin Dempsey (
) will be delighted to hear from you!
ed@info-
source.com
If you’re reading this newsletter, you’ll love the conference.
We’d love to see you there.
Where’s there? A 
.
fantastic spa and golf course resort just outside of Chicago
Save $200.
Register by May 31.
Capture Conference – Early Bird Special
Time
Document Imaging Report - April 4, 2022
Page 13
Mark Nicholson (BSc, MSc) is the
current Service Director on the
Document management scanner
program with Infosource SA, a
leading market research company
based in Switzerland. This year is a
watershed year for Mark as it sees
him begin his 21  year with the
Swiss Company and his 32
 year in
the document management
scanner industry. Reach him at
.
st
nd
mn@info-source.com
Mark how did it all start?
It all started in 1992 when I □rst
started managing a continuous
information research program with
the company BIS Strategic
decisions. I spent 4 years with BIS
Strategic Decisions, 7 years with my
own Company and now a further
20 years plus with Infosource – 
.
31
years in total
Prior to BIS, I was working with
small business at Cran□eld School of Management, so business research was
already in the blood!
Looking back what are you most proud of?
Over my 32 years in this industry companies such as Canon, Kodak (Eastman
Kodak/ Alaris), and Fujitsu have been 
 clients of mine over that
entire period.
continuous
I think that I am safe in saying that within the area of document scanning, I
am to the best of my knowledge, the longest continuous research provider
in this particular industry sector!
When I □rst started tracking the DMS market the research was con□ned to
Western Europe – now over the years we are a truly global service having
expanded the Scanning Service to Eastern Europe, the MEA, North America
then Latin America, then lately the Asia-Pac region.
Meet Infosource: Mark Nicholson
Document Imaging Report - April 4, 2022
Page 14
The truth is that I have thoroughly enjoyed working with the varied bunch of
people that we have at Infosource. We are a small close nit team and even
though we are widespread across the world modern communications has
allowed us to become a close and strong working unit.
Further, it goes without saying that it has been a great pleasure meeting
face to face the talented individuals that are working in our industry across
the countries for which we are producing research – within this industry we
are without doubt a likable bunch!
I have to ask - what have you least enjoyed?
Airline coffee and sandwiches which have latterly been trumped by COVID. I
cannot help thinking how this pandemic has robbed us all of precious career
time and for others a lot more. Hopefully we are now getting close to being
able to put this behind us as a bad memory.
Finally, Mark, who has inspired you most over the years?
Well Bryant, as I have been within Infosource for quite a few years I hope you
will indulge me and allow me two. First of all I would like to thank our
previous CEO, now retired, Michel Blanc, whose personality and drive allowed
us to compete successfully with the biggest companies in the research □eld.
Secondly, I would also like to give a special mention to Harvey Spencer,
former CEO of Harvey Spencer Associates - a Company purchased by
Infosource over 3 years ago. Another man whose big personality and drive
allowed him to develop one of the most, if not the most, successful software
research program in the industry. Happy retirement Harvey!
Favorite Movie?
 - with Michael Caine (of course!)
The Italian job
Book you’re currently reading?
 - Mick Herron
The Slow Horses
Thank you, Mark!
Over the years what have you most enjoyed?
Document Imaging Report - April 4, 2022
Page 15
AI-Based Platforms Will Pivot – and 7 Other
Industry Predictions
Back in January, our Petra Beck listed 8 trends and predictions for 2022. She
expanded on each of those in early March. You can 
. To whet your appetite, here’s the complete list followed by her
AI thoughts:
click here to read the
post online
1. The future of work is partly remote – Increased remote work is the new
normal
2. The mix of business inputs accepted in case management solutions will
increase
3. AI-based platforms will pivot
4. The subscription economy has reached the Capture market
5. Capture is increasingly moving to the cloud
6. Business analysts become the new solution architects – Capture will
become a part of automation centers controlled by business analysts
7. Capture will continue to converge with RPA and BPM
8. The digital divide is widening – closing major de□cits in digital
transformation will drive Capture demand
Arti□cial Intelligence has many different facets that play key roles in the
automation of business processes and in particular those that include
unstructured inputs. Let’s highlight a few:
Intelligent classi□cation of business inputs addresses a key bottleneck for
automated ingestion of transactional business inputs.
Machine learning or self-learning removes hurdles for new input types,
exception processing, or changing business processes.
Sentiment analysis takes customer support to a whole different level
I would go as far as saying AI-based technologies have taken Information
Capture and the automation of business processes to a completely different
level.
On one end, they have become an essential capability for leading Capture
vendors, who incorporate them with a broad range of technologies and
deployments to solve speci□c business problems.
But there is also a new breed of Capture vendors, those that come with a
core expertise in AI technology and found the ingestion of unstructured and
semi-structured business inputs a prime target.
Document Imaging Report - April 4, 2022
Page 16
Many of these vendors have been able to demonstrate impressive results in
the recognition and extraction of documents. They have been able to secure
impressive amounts of VC funding and valuation levels that were unheard of
in the Information Capture market.
We feel that 2022 will be a year that will determine for many of these AI-
focused vendors, in particular the start-ups, whether they can scale and
become pro□table. Others may become acquisition targets for the larger
vendors who seek to expand their technology portfolios, or they will have to
shift to a different target market.
The 2022 Infosource Global Capture Vendor Matrix, our annual Capture
vendor assessment, shows a couple of AI-based vendors in the “disruptor”
category (highlighted in red). All three leaders in the “star” category also
have key capabilities based on AI technology.
Petra Beck is a Senior Analyst in the Infosource Software division, where she
is responsible for analyzing and forecasting the Intelligent Capture Software
and Robotic Process Automation markets. Petra has over 25 years of
experience in the Information Management market. Prior to joining
Infosource Mrs. Beck held various global positions with Kodak Alaris leading
Business Research, Strategic Planning as well as thought leadership
functions. Petra has gathered experience working with several multi-national
companies in Market Intelligence assignments.  
For information about how to subscribe to Infosource services, contact Petra
at 
.
pb@info-source.com
Document Imaging Report - April 4, 2022
Page 17
DOCUMENT IMAGING REPORT
Business Trends on Converting Paper Processes to Electronic Format
DIR is the leading executive report on managing documents for e-business.
Areas we cover include:
Document Capture
OCR/ICR, AI, and Machine Learning
RPA
ECM
Records Management
Document Output
BPM
DIR brings you the inside story behind the deals and decisions that affect
your business. 
Vol. 32, No. 4
Managing Editor: Ralph Gammon
Email: rg@info-source.com
Editor-in-Chief: Bryant Duhon
Email: 
Phone: +1 (301) 275-7496
bdu@info-source.com
DIR is published approximately 15 times per year by:
Infosource SA
Avenues des Grande-Communes 8, 1213
Petit-Lancy, Geneva, Switzerland
http://www.info-source.com
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Document Imaging Report - April 4, 2022
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