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Licensed for individual use onlyThe Forrester Wave : ECM Content Platforms,Q3 2019The 14 Providers That Matter Most And How They Stack Upby Cheryl McKinnonJuly 24, 2019Why Read This ReportKey TakeawaysIn our 26-criterion evaluation of enterprisecontent management (ECM) content platformproviders, we identified the 14 most significantones — Alfresco Software, Box, GRM InformationManagement, Hyland, IBM, iManage, Laserfiche,M-Files, Micro Focus, Microsoft, NewgenSoftware, Nuxeo, OpenText, and SER Group —and researched, analyzed, and scored them. Thisreport shows how each provider measures up andhelps enterprise architect professionals select theright one for their needs.OpenText, Microsoft, Hyland, And AlfrescoSoftware Lead The PackForrester’s research uncovered a market inwhich OpenText, Microsoft, Hyland, and AlfrescoSoftware are Leaders; Box, Newgen Software,SER Group, Laserfiche, IBM, iManage, andNuxeo are Strong Performers; GRM InformationManagement and M-Files are Contenders; andMicro Focus is a Challenger.Application Design Tools, Customer Support,Cloud Library Services Are Key DifferentiatorsAs ECM shifts from on-premises suites tocloud-native and hybrid models, vendors withflexible platforms that include app design anddevelopment tools, mobile frameworks, anda superior customer service culture, dictatewhich providers will lead the pack. Vendorsthat can provide a balanced set of repository,collaborative, transactional, and intelligentcontent services position themselves to bethe preferred content platform as customersmodernize and shift to cloud.This PDF is only licensed for individual use when downloaded from forrester.com or reprints.forrester.com. All other distribution prohibited.forrester.com
For Enterprise Architecture ProfessionalsThe Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack Upby Cheryl McKinnonwith Daniel Hong and Caleb EwaldJuly 24, 2019Table Of ContentsRelated Research Documents2 AI And Cloud Take Center Stage When ItComes To ECM EvaluationsThe Five Key Trends That Will Shape Your 2019Content Services Strategy3 Evaluation SummaryIntelligent Content Services Will Energize YourContent Management Road Map: ECM In 20247 Vendor Offerings8 Vendor ProfilesLeadersStrong PerformersContendersShare reports with colleagues.Enhance your membership withResearch Share.Challenger15 Evaluation OverviewNiche Vendors Also Have Credible Options InThe Content Platform MarketVendor Inclusion Criteria17 Supplemental MaterialForrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA 02140 USA 1 617-613-6000 Fax: 1 617-613-5000 forrester.com 2019 Forrester Research, Inc. Opinions reflect judgment at the time and are subject to change. Forrester ,Technographics , Forrester Wave, TechRadar, and Total Economic Impact are trademarks of Forrester Research,Inc. All other trademarks are the property of their respective companies. Unauthorized copying or distributingis a violation of copyright law. Citations@forrester.com or 1 866-367-7378
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack UpAI And Cloud Take Center Stage When It Comes To ECM EvaluationsThe enterprise content management (ECM) market is in transition as cloud and hybrid deploymentsgain traction.1 Intelligent content services, such as artificial intelligence (AI), machine learning (ML),and advanced analytics, is the top area of vendor innovation, although AI adoption is in early days.Enterprises must consider user experience as essential — not a luxury. They need flexible platformswith a range of app and user interface design and development tools to tailor their employees’experiences. Global full-time information workers spend over 27% of their day creating, finding, orreading documents.2 Mature vendors are under pressure from newer cloud-native providers and arehaving to step up the pace of their own next-generation content platforms.Competition, innovation, and the ongoing need to manage enterprise content create a large marketopportunity. Forrester forecasts that ECM will be a global market worth 10 billion in 2019, rising to 11billion in 2020.3 Buyers of ECM content platforms should look for vendors that:›› Enable information worker productivity with collaborative content services. Key capabilitiesinclude flexible user interfaces, document management, team collaboration, and secure filesharing — inside and outside of the enterprise. Look for packaged integrations for major officeproductivity suites as well as common enterprise applications, allowing users to find and consumecontent in their preferred interface.›› Deliver high-volume automations with transactional content services. Structured processessupport high-volume activities, such as accounts payable or claims processing, where the goal isautomation and reduced human intervention. Transactional content includes scanned documentsor print streams generated from back-office applications. Many companies mine these customerinteractions to find patterns and trends to help predict how these customers might behave in thefuture. Key capabilities include multichannel capture, e-forms, and digital process automation.›› Provide repository, integration, and federation services. Core library services such as versionand access controls, life-cycle management, metadata, and search continue to be essentialcapabilities, particularly for regulated or confidential documents. APIs and SDKs, as well as designand developer tools to build custom apps, are rising in demand. Federation capabilities to retrieve,search, or govern content in other applications or content stores is an area of vendor differentiation.›› Extract insights and automate categorization with intelligent content services. Vendors arerushing to build, license, or acquire algorithms to enrich documents with metadata, to automate theapplication of policies or retention schedules, to translate or transform documents and rich mediainto understandable text. Cloud vendors have an additional edge, with ML services to mine users’activities and underlying graph to improve recommendations and optimize document retrieval. 2019 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73782
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack UpEvaluation SummaryThe Forrester Wave evaluation highlights Leaders, Strong Performers, Contenders, and Challengers.It’s an assessment of the top vendors in the market and does not represent the entire vendor landscape.You’ll find more information about this market in our “Now Tech: Content Platforms, Q3 2018.”4We intend this evaluation to be a starting point only and encourage clients to view product evaluationsand adapt criteria weightings using the Excel-based vendor comparison tool (see Figure 1 and seeFigure 2). Click the link at the beginning of this report on Forrester.com to download the tool. 2019 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73783
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack UpFIGURE 1 Forrester Wave : ECM Content Platforms, Q3 2019ECM Content PlatformsQ3 rongercurrentofferingOpenTextMicrosoftNewgen SoftwareHylandIBMAlfrescoSoftwareSER mentiManageMicro FocusWeakercurrentofferingWeaker strategyStronger strategyMarket presence 2019 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73784
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack UpheficLasereanagiMCurrent offering50%3.452.892.723.743.582.282.91Content migration3%3.003.001.003.005.003.001.00Integration and .005.003.00Intelligent content services5%3.003.001.001.003.003.001.00Library services3%3.005.005.001.003.003.001.00Life-cycle management5%3.001.003.003.005.003.003.00Flexible user interface5%5.003.003.003.003.003.003.00Packaged solutions5%1.003.003.005.003.001.005.00Mobile app framework5%5.005.001.003.003.001.003.00App design/development tools9%5.003.005.005.003.001.003.00Collaborative content al content 3.604.302.504.002.303.203.00Product vision20%5.005.003.001.003.003.003.00Execution road map35%3.005.003.005.001.003.003.00Vertical markets10%3.003.003.005.003.005.005.00Market approach10%5.005.003.003.003.003.001.00Supporting products and .504.003.003.003.00Product revenue50%3.003.001.003.003.003.003.00Active customers50%3.005.002.005.003.003.003.00Market presenceGBoxAlfrescoForw resei tegh r’stingSoftwareRMM Inan foa rmH gem atylan en iontdIBMFIGURE 2 Forrester Wave : ECM Content Platforms Scorecard, Q3 2019All scores are based on a scale of 0 (weak) to 5 (strong). 2019 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73785
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack s50%3.031.833.514.083.083.933.43Content migration3%3.003.003.003.003.005.005.00Integration and .005.003.00Intelligent content services5%3.001.003.003.003.001.003.00Library services3%5.001.005.003.003.003.003.00Life-cycle management5%3.005.003.005.001.005.003.00Flexible user interface5%3.001.005.003.005.005.003.00Packaged solutions5%3.001.005.005.003.003.003.00Mobile app framework5%3.001.003.005.003.003.003.00App design/development tools9%3.001.003.005.003.003.003.00Collaborative content al content 1.601.404.403.002.304.802.60Product vision20%3.001.003.003.003.005.001.00Execution road map35%1.001.005.003.003.005.003.00Vertical markets10%1.003.003.003.001.003.005.00Market approach10%3.003.005.003.003.005.001.00Supporting products and .001.001.005.002.00Product revenue50%1.001.005.001.001.005.001.00Active customers50%3.003.005.001.001.005.003.00Market presenceicMileCurrent offering-FMForw resei tegh r’stingareFIGURE 2 Forrester Wave : ECM Content Platforms Scorecard, Q3 2019 (Cont.)All scores are based on a scale of 0 (weak) to 5 (strong). 2019 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73786
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack UpVendor OfferingsForrester included 14 vendors in this assessment: Alfresco Software, Box, GRM InformationManagement, Hyland, IBM, iManage, Laserfiche, M-Files, Micro Focus, Microsoft, Newgen Software,Nuxeo, OpenText, and SER Group (see Figure 3).FIGURE 3 Evaluated Vendors And Product InformationVendorProduct evaluatedProduct version evaluatedAlfresco SoftwareAlfresco Content Services6.1BoxBox Enterprise EditionN/AGRM Information ManagementVisualVault4.1.12.16112HylandOnBase, Enterprise Search,Brainware, ShareBaseOnBase 18 SP1 EnterpriseSearch 11.2 Brainware 5.9.1ShareBase (continuous release)IBMIBM Digital Business AutomationEnterprise, IBM Digital BusinessAutomation on Cloud, IBMDigital Business Automation forMulticloud18iManageiManage Work 10N/ALaserficheLaserfiche10.4M-FilesM-Files OnlineN/AMicro FocusContent Manager9.4MicrosoftOffice 365 with SharePointE5Newgen SoftwareOmnidocs ECM Suites10NuxeoNuxeo PlatformLTS PlatformOpenTextExtended ECM16.2.8SER GroupDoxis4N/A 2019 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73787
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack UpVendor ProfilesOur analysis uncovered the following strengths and weaknesses of individual vendors.Leaders›› OpenText leads with solid content services — accelerating its shift to cloud. OpenText’sExtended ECM represents its transition from an ECM suite provider to a content services platformdesigned for cloud and hybrid deployments. Ongoing modernization — including investmentsin new user experiences and app development tools — reflects its commitment to a broaderenterprise information management strategy, with content being an essential ingredient. Investmentin its cloud strategy and delivery of a next-gen content platform known as OT2 is the right path fornew and existing clients, but OpenText risks falling behind nimbler platforms that have pivoted tocloud faster. Its road map is focused on infusing intelligent content services into its platform, butintegration of its own Magellan ML stack is inconsistent across products.Extended ECM is strong across all segments of content services for foundational repositoryservices and collaborative and transactional content services. Strengths include documentand records management capabilities and integration with major enterprise apps like SAP andSalesforce. AI/ML capabilities are limited beyond its capture and file analytics products. Customerslike the enhanced user interfaces and flexible workspace templating capabilities but report thatprofessional services are expensive and that the road maps for new products such as CORE andacquired products are confusing.Clients needing content services exposed through key business apps, but which also stand aloneas a horizontal platform, should shortlist OpenText. Regulated industries or public sector needingflexible cloud and/or hybrid deployment models should evaluate OpenText.›› Microsoft leads with well-rounded content services and a strong, cloud-first road map.Microsoft continues to enhance SharePoint Online and Office 365 to solidify its place incollaboration and teamwork — as well as being a system of record — as the repository fordocuments, digital records, and related metadata. It has filled gaps and fixed usability issues toreduce the need for third-party products that provide life-cycle management, secure file sharing,and workflow. However, it struggles to connect with its non-IT customers, leading to inconsistentuser experiences for them and a lack of clarity on how to get best results from Office 365.Expect more investment in intelligent content services for better recommendations, automatedcategorization and data extraction, and cohesive content management and governance.Microsoft is strong across most foundational and collaborative content services and has improvedits transactional content services, particularly in workflow and process automations. The vendorhas enhanced historical feature gaps in advanced life-cycle management, such as event- ormetadata-driven retention rules. Reference customers like the pace and cadence of feature delivery 2019 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73788
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack Upin the cloud edition. However, capture and scanning are weaknesses, as the vendor relies on thirdparties. Customers report dissatisfaction with search, including usability, large-scale eDiscoveryqueries, and configuration flexibility.Companies that rely on Office and also use other common authoring tools for content creationand communication, and that need repository, collaboration, and content automation capabilities,should shortlist Microsoft.›› Hyland leads with strong modernization efforts backed by great customer support. Hylanddelivers solid content- and process-rich apps with a focus on financial services, public sector,higher education, healthcare, and other target markets. Customer service and support is adifferentiator that helps the vendor outflank larger competitors. It’s accelerating its shift to cloudnative content services by investing in its own next-gen platform (expected September 2019),which will augment the hosted, vendor-managed cloud content services model it has offered formany years. Hyland’s challenge will be to take its customers into the future and modernize itslargely on-premises deployment models, including those customers from the acquired Perceptiveportfolio. Hyland’s road map reveals ongoing enhancements to user interfaces, simpler appdevelopment tools, and secure collaboration and file-sharing.With strong workflow, e-signature, forms, and capture capabilities, Hyland has strength in thetransactional content services segment of the market. It offers packaged solutions for commonuse cases such as accounts payable and claims/transcript processing. Integrations to thirdparty platforms essential to key industries — such as GIS/CAD systems, EMRs, or insuranceunderwriting platforms — solidify its vertical focus. Weaknesses include its dated looking defaultuser interfaces and depth of its mobile app framework. It also lags in its use of AI/ML, outside of itscapture offering. Customers like its professional services and training but expressed concerns overusability and the process of upgrading from older versions.Hyland is a good fit for enterprises in regulated industries and public sector requiring acomprehensive set of repository, collaborative, and transactional content services.›› Alfresco leads with a complete platform for content and process-rich applications. AlfrescoSoftware has diligently executed on a strategy to deliver a full set of content, process, governance,and AI services, now enabled by an app development framework. Although Alfresco Software isbuilding upon a strong partnership with AWS, its strategy focuses on flexibility: giving customerschoice to run in cloud, hybrid, or on-premises environments. Alfresco Software is increasingly goinghead-to-head with larger vendors when enterprises seek to modernize their content managementinvestments. The vendor’s reliance on integrators for migration or deployment projects can slow itsprogress in regions without experienced partners. Alfresco Software must also continue to investin scalability to address large migration deals. Embedded AI, particularly Amazon’s text and imageservices, is an active area of investment, as is its focus on verticals and packaged applications forcommon use cases. 2019 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.Citations@forrester.com or 1 866-367-73789
For Enterprise Architecture ProfessionalsJuly 24, 2019The Forrester Wave : ECM Content Platforms, Q3 2019The 14 Providers That Matter Most And How They Stack UpAlfresco has broad capabilities, including process and automation services, which comes withthe enterprise edition of its Activiti workflow engine. Document management, e-forms, and userinterface design tools are notable strengths. Weaknesses include its digital signature integr
The forrester Wave : eCM Content Platforms, Q3 2019 uly 24, 2019 2019 Forrester research, Inc. Unauthorized copying or distributing is a violation of copyright law. Citationsforrester.com or 1 866-367-7378 5 The 14 Providers That Matter Most And How They Stack Up FIGUrE 2 forrester Wave :
