Nuxeo vs. Verint Case Management Professional [Citizen Engagement]

Nuxeo works very well for us as a Digital Media Asset Management tool. I understand given its flexibility, it has also been used for managing insurance claims. It seems to be well suited for uses where some customization is required, yet there is a desire to leverage best practices, reusable code components.

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So it's definitely well suited for government. That was the framework for it, but again, it can be utilized by anybody. It's a case management system that has a very powerful form tool that can be very flexible and incorporated to anything as we've used it in that form.

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• The platform has Lots of option to protect assets, review and share with the required people.
• It provides a seamless transition from SharePoint which is extremely useful for our business as we have tons of data stored on SharePoint.
• It is a powerful tool, especially for searching - since the indexing is super fast unlike other platforms.

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• Public documentation - it has some + public forums, but we felt more is needed
• Back-end management - the web UI is fancy, but it sometimes translates to some tough to understand implementations
• Starting sequence of on-premise installations - Java gibberish in the logs; sifting is required to identify real issues from acceptable ones
• No built-in monitoring and performance alerting

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Amazing product with unlimited uses

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Nuxeo provides a
WebUI that they are always improving based on customer feedback. The interface is designed with flexibility in
mind - this means that it must be customized to the business's use case before
it can achieve its maximum usability.

The Nuxeo Studio
interface provides developers and administrators the building blocks to achieve
much of this customization - they just need to put the building blocks together
in ways that best meet the end users' needs.
The API and SDKs allow for more advanced customization.

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This is something that we have struggled with a bit. We push the boundaries of Nuxeo in this area, both with the number of assets and the size of assets. We have a lot of large, long videos, and we are continually tuning performance in this area.

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Nuxeo support is very willing to help whenever there is an issue. We have a weekly touchbase with someone from the Nuxeo team that we discuss any development issues with, and there is an open line of communication between our team and the Nuxeo team. They have been supporting us phenomenally, every step of the way.

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Support has been strong. Quick answers most times and when the answer isn't quick communication has been great.

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I attended instructor-led trainings at a couple of points when I was first beginning to serve as project manager on Nuxeo projects. The first one that I attended was meant for business users and decision-makers. The second one was meant for system administrators. The first one provided a great introduction, through demos, of how Nuxeo could be adapted to very different business use cases. The second one, like many instructor-led trainings, was meant for users of a variety of skill levels, and so it could be a bit slow at times for students with a stronger technical background, but the instructor was able to include more advanced components as well.

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Nuxeo University provides an ideal starting point for developers and system administrators who are new to the Nuxeo platform. So, in terms of online training for developers and administrators, the learning paths are definitely available. In terms of training for end users: keep in mind that Nuxeo is a foundation with building blocks - what you do with those building blocks is up to you and depends on your business's specific use cases. For this reason, end-user training is largely up to you because it will need to depend on how you've built and configured the system. That said, I've seen the companies that I've worked with configure the system based largely on end-user input, and so it has fit very closely with what those users wanted to do and how they wanted to do it. In cases where elements of the UI weren't fitting quite right with what users naturally wanted to do, based on their process flows, we've often found it easy enough to adapt the UI to the users, rather than using training to adapt the users to the UI.

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The technical support team of the Nuxeo was always on the go to help us. Being an IT technician, I haven't faced any such issue, but the problem was that it took much longer than anticipated. Otherwise, we didn't need to get other implementation partners to help us in its implementation.

It is built on open-source technologies. A very small footprint is required to run it. It can be run in a cloud and utilize the power of cloud services, unlike other competitors.

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So again, it's been our only CRM for 10, 11 years. So I really haven't had much flexibility outside just more of what you hear, but what I have seen, they don't have the flexibility in their form software for building their service requests because that's really what the forms are used for, is to collect the data from the citizen and then creates a case.

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• Excellent management of curriculum content so we know where, when, and how it is used.
• Reuse of content is a big use case and Nuxeo manages content, so we can do it.
• Roles are very flexible and allow us to actively manage users, contractors, and administrators.

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• We have been able to use the platform to handle non contact centre workflows.

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