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Magic Quadrant for Content Services Platforms

Published: 05 October 2017 ID: G00319504
Analyst(s): Karen A. Hobert, Michael Woodbridge, Joe Mariano, Gavin Tay

Summary
Content services platforms are the next stage of enterprise content
management, representing a shift from self-contained systems and repositories
to open services. This research helps application leaders evaluate CSP vendors'
ability to deliver content services that enable digital business.

Strategic Planning Assumptions

By 2020, 20% of major EFSS and ECM vendors will morph their existing offerings
into content service platforms.

By 2020, 15% of enterprises will have dropped their traditional ECM provider in
favor of a provider that offers consumerlike content services.

Market Definition/Description
This document was revised on 12 October 2017. The document you are viewing
is the corrected version. For more information, see the Corrections
(http://www.gartner.com/technology/about/policies/current_corrections.jsp) page
on gartner.com.
Cloud, social collaboration, mobile and analytics technologies have transformed
demands and expectations for content in digital business. The variety and
volume of content continue to grow. So does its importance: increasingly, IT and
business leaders use content to complement or even drive digital business
processes.
Content technology markets are evolving toward three areas: platforms,
applications and components. This Magic Quadrant addresses the next stage in
enterprise content management (ECM): the ECM market is now the content
services platform (CSP) market. As a result, there are changes in how we define
and analyze this market (see "Reinventing ECM: Introducing Content Services

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Platforms and Applications" and "What You Need to Know About Content
Services Platforms" for additional information on how we have redefined ECM to
CSP).
Gartner's new definition for this market is as follows:

A content services platform is a set of services and microservices, embodied

either as an integrated product suite or as separate applications that share
common APIs and repositories, to exploit diverse content types and to serve
multiple constituencies and numerous use cases across an organization.
CSP vendors are recasting ECM in terms of a service-oriented architecture. This
core is the basis of an integrated set of content-related services (and
microservices — see Note 1 for a definition), repositories and tools that can be
easily extended and adapted. A CSP has the flexibility to support existing and
emerging content use cases. It has its own repository but should also be able to
integrate external repositories through connectors, APIs or packaged
integrations. Today, many CSPs can be deployed on-premises, in the cloud or in
hybrid architectures.
A CSP is characterized in part by the breadth of its support for content types and
formats over the entire content life cycle. Key capabilities include:
Capturing and ingesting content in digitized formats, including scanning,
content migration, user-created content or autogenerated content.
Managing and retaining digitized content and associated metadata, including
content associated with systems of record, file sync and transfer, search and
findability, and metadata management.
Processing digital business content, including developing workflows, and
integrating with enterprise systems and data, line-of-business (LOB)
processes, and purpose-focused applications.
Improving user productivity through more-effective finding and use of digitized
content in digital business initiatives.
Providing platform services that combine integrated, content-related services
and microservices, repositories, publicly available APIs for application
integration, and administrative tools.
Providing platform services that combine integrated, content-related services
and microservices, repositories, logical information layers, and centralized
administration of services and management tools.

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Integrating and extending the platform, content and interfaces to commonly

used productivity, LOB and ERP systems through publicly available APIs for
application integration, multirepository support, data integration extensions
and out-of-the-box connectors.
For a more complete listing of CSP functions and capabilities, see the Appendix.
Since the CSP market is an evolving market in 2017, we have updated the
representative vendors, inclusion criteria and evaluation criteria. And while it has
evolved from the ECM market, there are significant differences with respect to
the makeup of its vendors. As such, the new lineup of evaluated vendors
includes those we have evaluated in previous Magic Quadrants for ECM and
those that would not have classically fit into the ECM market. The latter group
comprises those that were strictly platforms that did not offer packaged
solutions, focused on a single vertical market, were too geographically localized
or delivered lighter-weight content services functionality, among others.

Magic Quadrant
Figure 1. Magic Quadrant for Content Services Platforms

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Source: Gartner (October 2017)

Vendor Strengths and Cautions

Alfresco
Alfresco (https://www.alfresco.com/) is headquartered in Maidenhead, U.K., and
San Mateo, California, U.S., with offices in Atlanta, U.S., Australia, France and
Germany. The Alfresco Digital Business Platform comprises several services for
content, processes, governance, integration and extension. The platform is built
on an open-source core that leverages industry standards and open-standard
APIs. The result is ready-to-use integrations with various productivity
applications; the integrations can be customized and extended. Alfresco's
Content Services mesh with its Process Services (Activiti-powered BPM) and
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Governance Services (automated records management). Deployment options

are on-premises, in the cloud (SaaS and managed) and hybrid. Alfresco focuses
on regulated industries including financial services, government, insurance,
manufacturing, education and healthcare. Alfresco is a good fit for
organizations that like to build their own applications and want the full control to
do so.
STRENGTHS
Alfresco's open-source approach and extensive APIs and interfaces enable
customers to easily customize its content services to their organization's
specific requirements.

Alfresco has taken steps to enhance its technology partnerships to advance

differentiation and innovation, such as being the first content services provider
on Amazon to be able to launch an Alfresco instance with an Amazon Web
Services Quick Start button.

In addition to Alfresco support offerings, there is a strong and active Alfresco

user community that provides additional peer-to-peer support. Reference
customers interviewed for this Magic Quadrant rated the community highly as
a source of shared advice, support and information.
CAUTIONS
Alfresco lags behind other vendors in this market in the development of on-
demand, pluggable services and connectors to external line-of-business, ERP
and other content services applications. It relies on partners and third-party
offerings to deliver connectors and extensions.

Alfresco's platform currently does not fully or flexibly support the growing
number of content repositories that are now typical for digital business.

Reference customers interviewed for this Magic Quadrant reported

dissatisfaction with Alfresco's "ability to understand their organization's
needs" and "derived value provided by the product."

Box
Box (https://www.box.com/) is a public company founded in 2005, based in
Redwood City, California, U.S., with offices in Europe and Japan. Originally, it
focused on content collaboration services (previously labeled enterprise file
synchronization and sharing [EFSS]). Today, it offers two products: Box, a
package of CSP features and user interfaces, and Box Platform, a cloud-native
API for extending content services to enterprise systems and a platform for

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building custom applications. Both are available in the public cloud only,
implemented in the vendor's own data centers in the U.S., or through Amazon
Web Services, Microsoft Azure (recently announced) or IBM's local data centers
in other regions. Box markets the offerings as a simplified, consumerized, cost-
effective and agile set of CSP services that underpin digital transformation. It
has about 76,000 customer organizations, 15,000 using the Box API, with a
concentration in healthcare, professional services and financial services. It has
about 10 million paying Box users. Many customers initially start with Box's
foundational content collaboration services and expand their deployments into
the Box Platform content services. Box Platform is a good fit for organizations
modernizing content services approaches and leveraging cloud-based services
to build customized content-oriented applications and interfaces.
STRENGTHS
Usability is a primary differentiator for Box, and its success here is reflected in
the feedback from the reference customer surveys, where Box rated highly in
terms of ease of use.
The Box platform is particularly well-suited for content processes that span
organizational boundaries, such as enabling collaboration between partner
organizations.

Reference clients rated Box professional and support services highly,

commenting that the Box support team was knowledgeable and proactive in
solving any problems during the implementation and customization of the
platform.
CAUTIONS
Box's content management features — such as metadata, retention
management, workflow, team workspace management — are stripped down
compared with those of rival CSPs. They may not be robust enough to replace
some legacy ECM capabilities.

Box Platform has no capability to give customers insight, governance or

functionality for remote repositories other than its cloud-only content
repository.

Reference clients expressed frustration with delays in meeting roadmap

commitments for critically anticipated features — specifically Box Drive and
Box Relay (still in beta), which have had very long development times
compared to other content services.

Comarch
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Comarch (http://www.comarch.com/) is an IT services and software company

based in Krakow, Poland, with offices worldwide. Its biggest presence is in
Europe, specifically the DACH region. The Comarch CSP, introduced in 2008, has
a broad range of content-related capabilities and several dedicated vertical
solutions. Comarch CSP can be procured as an on-premises solution or in the
cloud, as a SaaS solution run from Comarch's network of data centers operated
across the world. Comarch is designed as an enterprise content services
solution to address full content management needs, including document
capture, OCR, workflow, records, life cycle and archiving. Comarch offers
packaged solutions for specific verticals, including healthcare, retail,
manufacturing, banking and insurance. It has over 500 customers and about
270,000 users. Customers range from small to large organizations, and the
largest bloc is in manufacturing. Comarch's solution is a good fit for EMEA-
centered organizations that want traditional content management capabilities to
address the full range of content, processing, records and life cycle of their
enterprise content and business processing.
STRENGTHS
Comarch has a good set of "traditional ECM" features, such as document
management, capture and workflow. These features are available in both the
on-premises and cloud offerings.

Though Comarch markets its CSP as a horizontal solution, it has several

strong industry-specific content services applications in healthcare, CRM, ERP
and finance.

Reference customers surveyed for this report rated Comarch highly for its
prompt and knowledgeable implementation support. All of them said that they
would recommend Comarch to other, similar organizations.
CAUTIONS
Comarch has few large, global enterprise customers. Prospects that need
scalability and geographic reach should validate with the vendor and reference
accounts that Comarch can support their requirements.
The Comarch platform is maturing and currently offers basic functionality, in
comparison to other CSPs, for social and collaboration, reporting and
analytics, and integration capabilities.

The overall user experience of the Comarch platform has not kept abreast
with those of other CSP vendors in terms of usability requirements, such as
adaptive user interfaces across devices.
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DocuWare
DocuWare (https://www.docuware.com/) is based in Germering, Germany. Its CSP
offerings include DocuWare for document capture and management, DocuWare
Workflow for business processing, and DocuWare Intelligent Indexing for
metadata management and content indexing. All are available either on-
premises or in a multitenant cloud built on a Microsoft Azure infrastructure.
DocuWare has regionalized sale directors in Europe, North America and Latin
America. It is expanding globally in Western Europe, South Africa and the Middle
East as part of a new market expansion program. The vendor offers horizontal
processing solutions such as invoicing, purchasing, employee onboarding and
other common business processes. It specializes in document processing for
the automotive, government (financial processes), manufacturing, educational
and retail verticals. DocuWare is a good fit for small and midsize enterprises
looking for traditional content management capabilities, with flexible purchasing
options and delivery models.
STRENGTHS
DocuWare's cloud and on-premises offerings have feature parity for seamless
hybrid deployment. They let customers of all sizes acquire traditional content
services that focus on core features: imaging, document management,
workflow, intelligent indexing and content archiving.

DocuWare is strongest in the EMEA and North American markets, is

expanding throughout Western Europe and South Africa, and is increasing its
current visibility in the Latin American and Middle Eastern markets.

Reference customers reported high levels of overall satisfaction with their

DocuWare implementation, citing how the product offers good value, how
responsive the vendor is to their needs, and how the product has been
enhanced to meet their requests.
CAUTIONS
DocuWare has been slow to incorporate emergent content services features,
such as content analytics and multirepository support deployment. It is
lagging behind competitors in this market.

DocuWare focuses its marketing and sales efforts on delivering horizontal use
cases for accounting, finance, human resources and customized applications.
It does not market to, or offer direct sales and solutions focused on, specific
industries, which may not be a match for some industry-specific content
services requirements.

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Some customers say that customizing or integrating the DocuWare

environments with other systems is difficult, and that professional services
support is required for specialized integrations.

Everteam
Everteam (http://www.everteam.com/) is headquartered in Lyon, France, with a
U.S. regional headquarters in Boston, Massachusetts and regional offices in
Europe, the Middle East and Asia. Its CSP suite, Everteam, includes
everteam.document, everteam.capture, everteam.case, everteam.records,
everteam.archive, everteam.process and everteam.analytics. The platform is
available as on-premises software or a SaaS-based cloud service. It is a mature
product, with information governance and a wide range of content capabilities,
from document management to workflow and business processing. The
company is investing heavily in redeveloping the product into a microservice
platform for content-centered application development. It's also investing in
natural-language processing and machine learning for content and file analytics
services, with autoclassifying, tagging and managing files across multiple
repositories, including ECM stores. The CSP offers publicly available APIs with
connectors to many common content services. Everteam's partner network
offers regionalized solution development, product implementation and support.
The vendor sells mainly to midsize and large enterprises as well as government
agencies in Europe and the Middle East, but has been expanding in North
America, Asia/Pacific and Latin America. Key vertical practices are engineering,
government, insurance and utilities. Everteam is a good fit for customers that
need expanded and innovative approaches to the processing, analytics and
oversight of unstructured content.
STRENGTHS
Everteam's new microservice architecture includes a modernized application
layer for building content-centric applications and interfaces.

Everteam's emphasis on governance — through content and file analytics for

tagging and classification of content across multiple repositories and systems
— aligns with customers' content services strategies for cross-repository
openness and centralized oversight.

Reference customers reported high levels of satisfaction with their Everteam

investment, from procurement to implementation to support. They gave the
vendor high marks for its support and implementation expertise.
CAUTIONS

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Outside of the EMEA market, Everteam's market presence is still maturing and
relies entirely on implementation partners. Customers should work with the
vendor to identify partners that are fully experienced in Everteam solution
delivery.

Everteam struggles to articulate the services-oriented transformation of its

platform and value proposition, with inconsistent messaging and strategies,
especially in maturing regions such as the U.S. The market assumes that it is
still a regionally focused ECM provider.

In Gartner surveys, customers have said that Everteam is inconsistent in how

completely it implements functions, requiring additional effort by customers
to integrate or enhance the platform.

Fabasoft
Fabasoft (https://www.fabasoft.com/) is a software vendor and cloud services
provider headquartered in Austria. It offers two on-premises CSP products,
Fabasoft Folio and Fabasoft eGov-Suite, and a Europe-based cloud offering, the
Fabasoft Cloud. Fabasoft's cloud platforms are deployed via appliances, making
for simplified and rapid implementation of the vendor's CSP services in any
cloud environment — public or private. Fabasoft offers app.ducx and app.test
development modules for modeling, developing and testing customized
customer solutions. The Fabasoft platform is an integrated solution that covers
all parts of the document life cycle and digital records management. The vendor
targets highly regulated businesses that are subject to the General Data
Protection Regulation (GDPR) and other data privacy regulations. Its adaptive
client interface includes integrations into Microsoft Office, Microsoft Office 365
and many other productivity tools. Its primary focus market is the European
Union, specifically regulated industries including manufacturing, healthcare,
finance and the public sector. Fabasoft's CSP capabilities are tightly integrated
with Mindbreeze InSpire, an enterprise insight and search appliance owned by
the Fabasoft Group. It is a good match for regulated businesses with a need for
content classification, insight, records and content life cycle management.
STRENGTHS
The Fabasoft platform supports broad integration with content and data
systems for process-oriented use cases.

Tight integration with Mindbreeze InSpire is a key differentiator for Fabasoft in

this market, providing extended autoclassification, business process
management and metadata extraction from documents across multiple

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repositories.

Reference customers praised the ease of initial deployment and getting

started with Fabasoft's products, especially when working directly with
Fabasoft support professionals.
CAUTIONS
Fabasoft has limited ability to support customers outside of Europe, and
offers cloud data centers only in Europe.

Fabasoft is now encouraging new customers to adopt its cloud-based CSP

appliance offerings, the Fabasoft Cloud or the Fabasoft Private Cloud,
intending to phase out traditional deployments on customer hardware.

Reference customers cited that initial implementation is critical to future

success, requiring experienced partners that can build detailed system
requirement plans and use cases from the outset.

Hyland
Privately owned Hyland (https://www.Hyland.com/) is based in Westlake, Ohio,
U.S., with regional offices in Latin America, EMEA and APAC. Its OnBase product
offers a wide range of content capabilities, from document management to
content analytics. Its newest service is ShareBase, which streamlines both
internal and external collaboration experiences, and can leverage OnBase
capabilities. OnBase is available as on-premises server software or as SaaS.
Hyland's customers are mainly North American midsize-to-large
corporations. Hyland has long differentiated itself with a focus on strong
horizontal- and industry-specific content solutions. It has deep expertise in
healthcare, higher education, insurance, government and financial services.
Hyland is also a good fit for enterprise customers that want to combine
traditional content management capabilities with out-of-the-box, end-to-end
content processing apps for horizontal (ERP) or vertical business needs.

Note: At the time of writing, Hyland had recently acquired Lexmark's Perceptive
CSP. Hyland has not yet revealed how it will incorporate Perceptive into its product
roadmap and corporate strategy. This Magic Quadrant evaluates OnBase 16.
OnBase 17 was released for general availability in June 2017, after the cutoff
point for evaluation.
STRENGTHS

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Hyland's realigned platform-focused value proposition emphasizes rapid

deployment of content services and purpose-focused solutions. It continues
to attract new line-of-business buyers and customers looking to migrate from
legacy ECM solutions.

Hyland is aggressively rebuilding its OnBase platform, modernizing the user

experience and ensuring "any device/anywhere" access to content.

Reference customer expressed satisfaction overall with Hyland's easy API-

based integrations, as well as with the high-quality third-party integrations via
Hyland partners and service providers.
CAUTIONS
Hyland's SaaS pricing is complicated and costly compared to rival CSP
vendors. Some reference clients in our survey complained of inflexible pricing
and contract negotiation.
Hyland's recent Perceptive acquisition is a new venture for this long-stable
vendor, introducing product as well as customer base complexity that may
disrupt development and marketing efforts — traits that many OnBase
customers find attractive.

Hyland has limited global presence (92% of its market is in North America),
although has gained global presence with its recent acquisition of Perceptive.
Prospective international customers should do due diligence on its partner
channel and its ability to support their deployment.
IBM
IBM (https://www.ibm.com/) , based in Armonk, New York, U.S., has an extensive
set of global content services products. These include Content Foundation
(based on IBM FileNet Content Manager), Content Manager OnDemand (CMOD),
Datacap, Enterprise Records, Connections Enterprise Content Edition, Watson
Explorer Enterprise Edition and Case Manager. All are available as on-premises
or cloud-based managed services. IBM has a strong vertical focus, with deep
presence in the financial services, insurance and government sectors, and in
IBM-centric organizations in other sectors. It augments its own sales and
professional services teams with a strong set of system integration and ISV
partners to meet the content needs of large, global enterprises. IBM's content
services include strong records management, process management and audit
capabilities. IBM is a good fit for risk-averse organizations that have strict
compliance requirements, and for organizations that have structured, content-
centric process needs, such as for loan origination or claims processing.
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STRENGTHS
IBM's content and predictive analytics capabilities, coupled with its integration
strengths, enable it to support complex processes such as fraud detection,
patient care, and insights that cross corporate boundaries and information
sources.

IBM's Enterprise Records suite, for records management and compliance

uses, is one of the most complete records management offerings in the
industry. It covers the whole spectrum from policy management to execution.

IBM's global reach and partner ecosystem are unmatched. It's especially
strong in large insurance firms, banks and governments.
CAUTIONS
IBM has not moved as quickly as some competitors to embrace the public
cloud. IBM and its partners host IBM content applications on managed private
cloud deployments. Customers and prospects looking for public cloud
services may find that the vendor's public cloud offerings will not meet their
requirements for some services.

Changes in top management and key content services personnel in recent

years have had a negative impact on IBM's content services product
development and strategy.
Some reference customers, especially midsize companies, expressed
frustration over the cost of deploying and maintaining IBM Content
Foundation and IBM Case Manager on-premises.
iManage
Headquartered in Chicago, Illinois, U.S., iManage (https://imanage.com/) targets
law firms, corporate legal departments and professional services firms with its
iManage Work 10 suite. It also offers iManage Govern for records management,
iManage Share for external file sharing and collaboration, and iManage Insight
for enterprise search capabilities. iManage is a vertical specialist, with a
platform optimized for legal and professional services use cases. It is focused
on core document management, records management and document-centric
collaboration capabilities. iManage has been in the CSP market in various
iterations for over 20 years — first as an independent company, then as a serial
acquisition by Interwoven, Autonomy and Hewlett Packard. It came full circle in
July 2015 after a management buyout from HP and is now again a privately
held, independent company. iManage Work 10 is a good fit for legal industry and

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professional services customers that want traditional content services and

functionality along with processing applications geared to legal content use
cases.
STRENGTHS
iManage has served customers for more than two decades, and has a large
installed base among global law firms and professional services
organizations. The vendor targets these verticals well, having engendered
happy and loyal customers.
iManage experienced good revenue growth in 2016 with its renewed customer
focus, and has opened customer support centers in Chicago, London, Belfast,
Bangalore and Sydney.

Scalability and content security are areas that some reference customers
found to be particularly strong for iManage. In addition, legal customers have
long touted iManage Work's tight integration with email as a benefit.
CAUTIONS
iManage Work has mainly been deployed on-premises. The vendor's
multitenant cloud platform is relatively new, having been rebuilt and
relaunched in 2017.
As a vertical content services specialist in the legal industry and professional
services, iManage Work may not be suitable for all prospects.
Reference customers indicated that iManage could improve its routing and
process handling capabilities.

Laserfiche
Laserfiche (https://www.laserfiche.com/) , based in Long Beach, California, U.S.,
offers a full set of CSP capabilities in on-premises and SaaS offerings. The
portfolio includes core content management capabilities, Laserfiche Quick
Fields, image processing, Laserfiche Records Management and Laserfiche
Forms workflow. Laserfiche Cloud, a SaaS offering hosted on AWS, includes file
syncing and sharing capabilities for document collaboration and secure offline
document access capabilities. The platform uses publicly available APIs for
application development, advanced forms-based process creation and content-
centric business process development (using visual workflow designer tools).
The vendor has expanded the operational dashboard for centralized monitoring
of processes and progress; a Business Process Library rounds out the process
offering. The platform is available in all regional markets through direct and VAR

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partnerships, and the vendor's partner ecosystem is extensive. Laserfiche is

especially strong in the government, financial services, higher education,
healthcare and manufacturing sectors. It is a good fit for customers that want
traditional content management plus out-of-the-box business process solutions
for digital transformation.
STRENGTHS
Laserfiche has a well-integrated and extensive set of content services,
combined with strong support for designing and implementing content-centric
business processes.
Laserfiche is keeping up with content services trends and messaging though a
platform-oriented vision that explicitly focuses on digital transformation.
Reference customers continued to report high satisfaction levels with the
vendor and platform, citing rapid implementation and ease of use, along with
positive and responsive support from the vendor and its partners.
CAUTIONS
Customer claims and sample RFPs reveal higher software licensing prices
compared to those of other vendors in this market, although overall TCO may
prove more cost-efficient over time.

Outside of is core industry verticals, Laserfiche places heavy reliance on

business partnerships for industry-specific expertise and regional sales.
Customers should work with Laserfiche to identify Gold Certified Partners for
the most experienced support.
Reference customers warned that complex implementations and
customization require careful planning and the support of skilled Laserfiche
professional services to get most from the platform.

M-Files
M-Files (https://www.m-files.com/) is a privately owned company based in
Tampere, Finland, with a North American headquarters in Dallas, Texas, U.S., and
offices in the U.K., Canada, France, Germany, Australia and Sweden. Its CSP
product, also called M-Files, has a broad range of capabilities deployed on-
premises or as a public or private cloud. M-Files is very closely aligned to the
Microsoft ecosystem: The platform was developed using an array of Microsoft
components and is tightly integrated with the Microsoft end-user experience. M-
Files promotes the idea of "intelligent information management," which is based
on a classification, management and functional services layer for content and

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structured information, regardless of its source repository. The M-Files customer

base is primarily small-to-midsize enterprises (those under 1,000 employees) in
traditional markets for CSPs, such as finance, manufacturing, engineering,
construction and professional services. M-Files is a good fit for organizations
with a Microsoft-centric IT strategy, and also for organizations that are
struggling to manage and get value from a multitude of content repositories.
STRENGTHS
M-Files is a relatively simple product to install, configure and manage. It fits
especially well with customers that are invested in a Microsoft infrastructure.
M-Files has a well-thought-out strategy and product offering to address
customers' fast-growing number of content repositories, as well as the
attendant migration costs, impact and effort of migrating from existing
repositories and incorporating cloud-based content.

Reference customers rated M-Files highly for usability, with fully featured
experiences regardless of device or interface: its web, desktop and mobile
clients provide ways of working that are familiar to users.
CAUTIONS
M-Files targets the midsize enterprise (MSE) market, with some successful
large-enterprise deployments. Accordingly, it may lack the experience and
resources to deploy its CSP on a scale that some rivals can.
The M-Files platform repository layer has some limitations on the number of
objects that can be stored. Multiple repositories ("vaults" in M-Files
terminology) will be needed in very large deployments, thereby increasing the
architectural footprint and potentially leading to an increase in operational
management.
M-Files has targeted certification for local standards such as SÄHKE2 (a
Finnish standard), but lacks certification or statements of compliance for
international or U.S.-based standards such as DoD5015.2, MoReq2 or ISO
15489.

Micro Focus (HPE Software)

Micro Focus (HPE Software) (https://www.microfocus.com/) , based in Newbury,
U.K., is a global enterprise software company. The Micro Focus and heritage
HPE Software spin-merge, which finalized on 1 September 2017, consolidates
the content offerings into a single CSP: Micro Focus Secure Content
Management (SCM). The platform can work with the heritage HPE ControlPoint

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data and content analytics product. It can also work with the heritage HPE
structured data management capability, SecureData Manager (SDM), which
enables records management, archiving and compliance for content life cycle
management across large volumes of unstructured and structured content.
Technical partnerships with Iron Mountain, Objective and Microsoft (for
SharePoint integration) serve to expand the CSP offering. Micro Focus SCM
focuses on regulated industries such as life sciences, financial services,
government, oil and gas, and manufacturing. Micro Focus SCM is a good fit for
large enterprises in need of content life cycle management and enterprise
information management.
STRENGTHS
The integration of SCM with other heritage HPE Software products —
especially ControlPoint data and content analytics, and SDM for records
management and compliance tools — creates a set of capabilities that fit very
well with data and content life cycle management needs for organizations
with large volumes of enterprise content.
Strategic technical partnerships, especially with Objective and Iron Mountain,
extend Micro Focus SCM with risk and compliance, productivity, and
collaboration scenarios.

Reference customers reported high levels of satisfaction with the heritage

HPE Software's content and records management services, especially when
spanning a range of enterprise data sources and systems. Customers cited
significant cost-savings after implementing the HPE platform.
CAUTIONS
Micro Focus does not offer cloud or managed hosting directly. Customers
must get cloud-based Micro Focus content services from hosting partners.
The Micro Focus SCM platform is relatively weak in supporting user
productivity and business processing. Reference customers said that usability
is lacking and not up to date with modern user interfaces.
HPE Software reference customers reported confusing messaging around
content services, product lines, roadmaps and release schedules. The spin-
merger with Micro Focus has increased customer inquiries about how
heritage HPE Software products will be supported by Micro Focus research
and development.
Microsoft

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Microsoft (https://www.microsoft.com/) , based in Redmond, Washington, U.S.,

has an international presence and delivers a core set of collaborative content
management capabilities as part of its SharePoint offerings, including
SharePoint Server and Office 365 via SharePoint and OneDrive for Business.
SharePoint Server is available on-premises, while SharePoint Online is a cloud-
based multitenant offering typically bundled with Microsoft Office 365
subscriptions. Although the two products use common code bases, they differ
programmatically and functionally. Microsoft released a mobile app for
SharePoint in 2016. SharePoint is tightly integrated with Microsoft Office and
Microsoft OneDrive for Business, as part of the Office 365 productivity platform.
Seamless integration with emerging cloud-based Microsoft applications such as
Teams, Flow and Microsoft Graph means richer team-based and insight-oriented
content productivity use cases. Microsoft is a good fit for customers with deep
Microsoft investments for productivity and business processing.
STRENGTHS
Microsoft sees content services as foundational capabilities of its widely used
and familiar office productivity lines, especially the Office 365 cloud platform.
As a result, content services are intimately linked with the vendor's goal of
effectively delivering digital business productivity for business customers.
Microsoft SharePoint Online, delivered as part of Office 365, enables
organizations to participate in a collaborative, contextual user experience, as
part of a productivity services platform offering a broad range of user-
centered content capabilities.

Reference customers were very satisfied with the availability of high-quality

(Microsoft and third-party) professional services, documentation, self-service
and add-on solutions that augment or extend SharePoint, such as expanded
content life cycle management or business processes.
CAUTIONS
SharePoint as a CSP is part of the larger Microsoft productivity platform. Most
value is derived from the entire platform of services rather than from
SharePoint as an individual solution, which is only focused on content-
oriented productivity over other CSP use cases.
Microsoft SharePoint customers depend on additional products to round out
its CSP capabilities. Organizations turn to Microsoft (e.g., Flow in Office 365)
and/or third-party BPM extensions when building industry-specific content
services applications.

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Reference customers rated the ease of integration using the standard

Microsoft APIs and tools as merely average. Integration too often requires
custom integration that adds complexity, cost and time to implement
(regardless if they turn to the recent SharePoint Framework or third-party
development to make it work).
Newgen Software
Newgen Software (http://www.newgensoft.com/) is based in New Delhi, India, with
regional offices in the U.S., Canada, Dubai, the U.K. and Singapore. Its CSP
product has five components: OmniDocs for end-to-end ECM; OmniFlow iBPS for
BPM; OmniScan for document capture, digitization and delivery; OmniAcquire
for on-demand information capture from a wide variety of endpoints; and the
Newgen Enterprise Mobility Framework for building and managing secure,
configurable hybrid mobile apps. The vendor offers several well-established,
industry-specific turnkey solutions, and develops custom solutions for specific
needs. The platform is based on a microservice architecture that enables digital
transformation. Its main markets are the financial services (including banking
and insurance), government and shared-service sectors. Newgen is a good fit for
firms of many sizes, including small and midsize firms, and for those looking for
traditional and transformative content services that support regulated and
sensitive content use cases.
STRENGTHS
Newgen has realigned its CSP strategy and product development to focus on
digital business transformation through integrated and flexible content
services. The change fits those customers that want to balance requirements
for specific business processes with requirements for enterprise
modernization.
Newgen continues to expand the platform's range of domain expertise and
industry-specific competitive solutions through its growing partner network as
well as regional and industry centers of excellence.
Nearly all the Newgen reference customers surveyed for this report said they
were "completely satisfied" with the vendor's service and support, and praised
its timeliness to respond to support requests.
CAUTIONS
Despite increased sales and marketing activities, Newgen is seldom asked
about in Gartner inquiries, indicating limited market awareness of its CSP
expertise.

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Newgen is adept at using leading-edge technologies, such as chatbots and

conversational UIs, in many of its custom content application projects. But the
vendor doesn't leverage these capabilities, or their benefits for customers, in
its mainstream CSP product.

Newgen's reference customers rated as "average" the ease of integration

using standard APIs and tools. This indicates that a higher degree of
customer effort is needed to embed CSP capabilities within the organization.

Nuxeo
Nuxeo (https://www.nuxeo.com/) has headquarters in New York, U.S., and offices
in the U.K., France, Portugal and other offices in North America. The Nuxeo
Platform, introduced in 2008, is an open-source, subscription-based CSP
available on-premises, in the cloud or in various hybrid deployments. It has a
broad range of content services, including digital asset management (DAM) and
a comprehensive API. The vendor has begun provisioning SaaS-based
applications for several use cases — the first ones being DAM and case
management, which are expected to be released later in 2017. The platform
uses a modular architecture, with support for NoSQL databases and other
popular open-source components, such as Elasticsearch. An aggressive growth
plan, backed by a recent new round of venture capital, aims at disrupting
traditional CSP vendors across a broad set of use cases. The vendor has been
successful among midsize-to-large enterprises, especially in financial services
and federal government. It currently targets financial services, technology and
public-sector organizations, as well as consumer products, retail, manufacturing,
entertainment and media that require DAM. Nuxeo is a good fit for customers
that plan to develop customized content services, applications and extensions
for line-of-business applications and systems.
STRENGTHS
Nuxeo's modern and modular platform gives customers the ability to fine-tune
the platform to meet their specific needs, such as choosing between a
traditional RDBMS or a NoSQL approach for scalability, distributed data
centers and adaptable metadata handling.

Nuxeo explicitly recognizes the reality that enterprise content will reside in
multiple repositories, which in turn will still need flexible, centralized
management and access.

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A common theme in reference customer feedback is the speed of

implementing the Nuxeo Platform and how quickly customers were able to
gain value from their investment. Over 60% of respondents said the
implementation took less than six months; over half of these said it took less
than three months.
CAUTIONS
Nuxeo is a small and maturing company with a handful of North American and
Western European offices. Its partner channel is limited compared to those of
larger rivals.
The Nuxeo Platform lacks the feature richness of rival products, especially in
content capture and records management. Capture, for example, relies entirely
on offerings by partners such as Ephesoft.
The many platform deployment options can present a degree of complexity.
Reference customers reported that internal staff responsible for supporting,
maintaining and improving the solution would benefit from early,
comprehensive training.

Objective
Objective (http://www.objective.com/) is based in Sydney, Australia. Its core CSP
product is Objective ECM, which includes traditional document management,
content collaboration, records management and workflow modules. There are
five complementary solutions: Objective Trapeze for image and drawing
processing, Objective Keystone for document collaboration, Objective Connect
for secure external collaboration with files, Objective Inform for content
governance, and Objective Perform for content-driven processes. The vendor
specializes in the public sector and highly regulated industries in Australia, New
Zealand, the U.K. and now in the U.S., through a recent acquisition. Objective has
developed a technical partnership with Micro Focus (HPE Software) and has
developed significant integration across the product lines to offer clients
enhanced experiences, records management and data integration capabilities
for their mutual installed bases. Objective is a good fit for government and
public-sector organizations looking for content-enabled business applications
that ensure compliance and information governance.
STRENGTHS
Objective has strengthened its global partnership with Microsoft to give
customers improved regulatory governance features when implementing
Office 365. It also recently created an integration interface for Micro Focus

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Secure Content Management (SCM). Both signal the vendor's effort to grow
its channel and international presence.

Objective has clarified its CSP product positioning in its latest software
releases, aligning itself more exactly with emerging customer CSP demands.
Objective has long experience and deep expertise with government-related
records management, compliance and privacy. It has a growing portfolio of
related content-enabled applications as a prime competitive differentiator.
CAUTIONS
Prospective customers outside Asia/Pacific and the U.K. should carefully
evaluate Objective's capabilities in their regions.

Objective's modular product line may be confusing to buyers looking for a

single service. Customers should evaluate their project requirements and
select modules that match their content services needs.
Reference customers rated the ease of integration using standard APIs and
tools as "average," suggesting that improvements are needed so that
customers can more easily incorporate the platform's CSP capabilities with
their infrastructure.
OpenText
OpenText (http://www.opentext.com/) , based in Waterloo, Ontario, Canada, has a
large content and information product portfolio comprising content services,
BPM, analytics and customer experience management. OpenText offers two
CSPs — its long-standing Content Suite and Documentum, which it acquired in
early 2017 from Dell EMC. OpenText's CSPs can be purchased in a variety of
deployment options: on-premises (OpenText Content Server or Documentum
Platform), as managed hosted services (OpenText Cloud) or as multitenant
SaaS services (OpenText Leap). Complementary Documentum content products
include D2 for document management, Captiva for capture, Records
Management, Information Rights Management, Kazeon file intelligence and xCP
for workflow. The vendor has a global reach and penetration into most industry
verticals, and Documentum brings specific strength in the life sciences market.
OpenText is a match for firms looking for expansive content services that meet
numerous use cases, and for business processing of unstructured content.
STRENGTHS

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OpenText's dominant market share, professional services capability and

extensive partner network make it an obvious CSP candidate for organizations
that want a proven and trusted partner, which can address a broad range of
horizontal and vertical requirements.
OpenText has invested heavily in embedding CSP capabilities within common
line-of-business and productivity applications, creating a contextualized user
experience. Its partnership with SAP in particular created many deep
integrations that let SAP customers easily exploit content capabilities.

Reference customers rated OpenText highly for its integration capabilities,

including a large range of prebuilt adaptors, and for the breadth and
capabilities of the platform's APIs.
CAUTIONS
Gartner clients have expressed concerns about OpenText's management of
maintenance contracts — specifically a move toward performing license
audits that could result in an increase in annual maintenance costs. Prospects
and customers should pay careful attention to contract terms during
negotiation and be prepared to work regularly with OpenText to ensure
compliance.
The vendor's CSP portfolio consists of many disparate products, some of
which have considerable overlap and could confuse prospects about an
optimal solution path. Prospects should review OpenText's product roadmaps
to ensure they meet their use case requirements.
OpenText solutions can be complex to configure and deploy. The typical time
scale to complete an OpenText implementation is among the longest of the
vendors surveyed for this research. (Note: This longer time scale is also
partially attributed to the scale and scope of these deployments.)

Oracle
Oracle (http://www.oracle.com/) , based in Redwood City, California, U.S., has long
provided a comprehensive set of content management capabilities as
infrastructure. The vendor's CSP offerings are the on-premises Oracle
WebCenter Suite Plus including WebCenter Content, WebCenter Portal and
WebCenter Sites. The SaaS-based Oracle Content and Experience Cloud is a
multitenant cloud service offered as part of the Oracle Cloud Platform.
WebCenter Content is often used to support organizations' records
management and compliance needs. It integrates with many business
applications to support back-office applications and enable the content
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ecosystem. Oracle today is placing more emphasis on cloud-based delivery

options. For content-centric applications, Oracle relies on its partner ecosystem.
Traditionally, the vendor has targeted large, global enterprises, but with the shift
to "cloud-first," it will target the midsize enterprise market more directly. Oracle is
a good fit for customers that have Oracle systems, especially its ERP solutions,
and want the flexibility of hybrid on-premises and cloud-based content services
deployment.
STRENGTHS
In shifting to a cloud-first strategy, Oracle is combining its traditional content
infrastructure strengths with a new focus on making content actionable. This
shift matches the customer trends, directions and requirements that Gartner
sees emerging in the content services market.

Oracle has the sales force, tech support staff and services, consulting
expertise, and broad partner network to fully support large-scale, global
content services initiatives.
Reference customers surveyed for this Magic Quadrant rated Oracle's
scalability, integration and interoperability as its strongest capabilities.
CAUTIONS
Oracle's two products — on-premises and cloud — have different design goals,
use cases and architecture. Organizations need to identify their content
services use cases and make sure to align with the appropriate Oracle
offerings.
Oracle's integration with non-Oracle line-of-business application data and
content is limited, and may not meet content services use cases that call for
managing heterogeneous content.

Most reference customers said that the Oracle WebCenter user interface was
dated, needing look and feel improvements, and that its document
capture/ingestion capabilities are not strong enough for their needs.
SER Group
SER Group (https://www.ser-solutions.com/) is headquartered in Bonn, Germany,
with subsidiaries and local branch offices across Europe, China, India and Latin
America. Its Doxis4 CSP platform is a set of integrated, modular components for
capturing, archiving and managing content, with a special focus on information
logistics. There are also capabilities for collaboration, federated search,
workflow and content processing across varied content ecosystems. The

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vendor has expanded content analytics and automation capabilities by

leveraging machine learning to automate ingesting, classifying and managing
content metadata. Doxis4 deploys on-premises or in the cloud (including a
cloud-based file syncing and sharing module). SER Group has several separate,
regional companies, each with dedicated sales and support resources for target
verticals, including government, healthcare and banking. SER Group is a good fit
for regulated EMEA and APAC enterprises wanting comprehensive CSP
capabilities that can be adapted across large content ecosystems as well as
across various working scenarios, locations and industry-specific solutions.
STRENGTHS
SER Group is a long- and well-established CSP vendor that is completely self-
funded and develops all its technology. Its business practices have
established a strong track record in developing advanced technologies and
simplified user interfaces for its CSP platform, as well as in market expansion
(as witnessed by strong revenue growth).
SER Group's unified CSP platform is built as an integrated, cross-functional
Content Service Bus that can federate content sources, deployment models
and processes.

Reference customers gave high marks to the ease and speed of piloting and
deploying the SER platform when using its native capabilities and services.
CAUTIONS
SER Group remains relatively unknown in North America, and has no current
plans to expand into the region.
The platform's external metadata capabilities only support federated
searching, while its internal metadata layer supports Doxis repositories at this
time.

Some reference customers say that making customizations, integrations and

application development can become complex, requiring skilled system
integrators or SER Group's professional services team. In some regions, such
support can be difficult to find.

Vendors Added and Dropped

We review and adjust our inclusion criteria for Magic Quadrants as markets
change. As a result of these adjustments, the mix of vendors in any Magic
Quadrant may change over time. A vendor's appearance in a Magic Quadrant

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one year and not the next does not necessarily indicate that we have changed
our opinion of that vendor. It may be a reflection of a change in the market and,
therefore, changed evaluation criteria, or of a change of focus by that vendor.
Added
Based on the revised inclusion criteria, the following vendors have been added:
Box
Comarch

DocuWare
Fabasoft
iManage
Micro Focus (HPE Software)
Nuxeo

Dropped
Dell EMC: In January 2017, Dell EMC's Enterprise Content Division (ECD),
including the Documentum, InfoArchive and Leap product lines, was acquired
by OpenText.
Lexmark (now Kofax): On 12 July 2017, private equity firm Thoma Bravo
finalized its purchase of Kofax's Enterprise Software business. In the deal,
Thoma Bravo sold the Perceptive CSP business to Hyland (also a Thoma
Bravo property), effectively moving the Kofax CSP business to Hyland. It
retained the remaining Kofax/ReadSoft properties, including the Kofax Total
Agility BPM solution.
Xerox: In early 2017, Xerox separated and reformulated its DocuShare
business from its parent company. In the process, its original ECM products
have also been separated across the new companies. The current form of the
DocuShare product does not meet our inclusion criteria.

Inclusion and Exclusion Criteria

The inclusion criteria represent the specific attributes that Gartner determined to
be necessary for inclusion in this Magic Quadrant. For 2017, Gartner updated
three inclusion criteria, retired three and added a new one.

Inclusion Criteria

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To be included, a vendor must meet the following six criteria:

1. Offering: Vendor has a generally available CSP offering for the enterprise
market as of 31 March 2017. It must be available as a separately billed, stand-
alone product.
2. Revenue: Vendor must have had at least $15 million in total revenue derived
from CSP sales in 2016. Total CSP revenue is aligned to sales of:
Licenses — the right to use the software based upon contract type (perpetual
or term license).
Cloud-based services — revenue for cloud services including BPaaS, IaaS,
PaaS and SaaS.
Subscriptions — annual fees for licensed, on-premises software, as well as
license revenue for single-tenant managed services (such as hosting).

Technical support and maintenance fees — contract fees for support services
(not including training), new versions, updates and upgrades.
Total CSP revenue excludes revenue from professional services and the sale of
products manufactured by other vendors. Revenue arising from customer
requests for software changes may not be considered, even if such changes are
subsequently incorporated into the core CSP offering. Increases in software
license charges as a result of such changes can, however, be considered.
3. Content Services: Vendor provides integrated content services natively or as
active third-party technical integrations providing services that support the
following content-related activities:

Repository services
Capture and ingestion
Management and retention
Business processing
Usability and navigation

Optional services (e.g., content analytics and BI, web content management, file
sync and share) may be supplied through partners or integration. Features
provided by partners must be tightly integrated with the vendor's product and
invisible to the end user.

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4. Platform Services: Vendor includes services and tools to support CSP

management, security and deployment. Vendor must provide native and
integrated platform services, including but not limited to:

Content security — multifactor authentication, policies, malware scanning,

classifications, SAML, key management, encryption in transit and at rest, legal
holds
Repository — native repository with support for multiple and external
repositories

Data management — geolocation, data residency, storage, disposition, backup

and restore
System optimization — usage statistics, scalability
Deployment options — on-premises, cloud, hybrid, managed services
Client interfaces — web, desktop, mobile apps

Admin — central management console, policy management, usage

dashboards, group management, user provisioning, content usage analytics
and dashboards
5. Integration: Vendor must offer integration capabilities through publicly
available APIs, native connectors, extensions, plug-ins and interfaces with EDI,
LOB, HRMS, CRM, ERP, CMIS and so on.
6. References: Vendor supplies details of five customers that must have
deployed the service or product for a minimum of six months. These must be
new references that have not been provided in prior years, and should be
deployments that have occurred in the last 24 months. References should
reflect users that have a minimum of 250 seats deployed, though deployments
supporting larger numbers of users are preferred. References must represent a
diversity of industries, company sizes and geographies.
Retired Criteria
The following inclusion criteria from the 2016 Magic Quadrant for ECM have
been retired this year:
Note: These may be still be valuable to specific organizations when evaluating
CSP vendors, but Gartner does not consider them essential criteria in all cases.
Analytics/BI: Vendor must offer content analytics and/or BI capabilities either
natively or through integration with analytics engines.

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Geographic presence: Vendor must actively market its products and have an
established customer base in at least two major regions — for example, North
America and Europe, the Middle East and Africa (EMEA), or Asia/Pacific and
Latin America. At least 10% of overall revenue must come from outside the
vendor's home market — if the vendor has presence in North America and
Europe, and North America is the home market, then 10% of revenue must
come from Europe.
Packaged apps: Vendor must offer at least three packaged apps that provide
vertical or specialized industry solutions.

Honorable Mentions
Vendors that did not quality for inclusion in this Magic Quadrant, but which
clients may also wish to consider, include:
Adobe
Docurated

NetDocuments
SpringCM
Veeva

Evaluation Criteria
Ability to Execute
Gartner analysts evaluate technology vendors on the quality and efficacy of the
processes, systems, methods or procedures that (1) enable them to be
competitive, efficient and effective, and (2) benefit their revenue, retention and
reputation. Ultimately, vendors are judged on their ability to capitalize on their
vision and their success in doing so. (See the Evaluation Criteria Definitions
section for additional details on each criterion.)
Ability to Execute measures how well a vendor is able to sell and support its
CSP products and services. Vendors are also rated on their financial viability
using a standard Gartner methodology that does not equate size with financial
stability. Customer feedback and other information about current installed base,
customer support and customer satisfaction are also considered, as is
information about migrations.

Table 1.   Ability to Execute Evaluation Criteria

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Evaluation Criteria

Product or Service

Weighting High

Overall Viability

Weighting High

Sales Execution/Pricing

Weighting Medium

Market Responsiveness/Record

Weighting High

Marketing Execution

Weighting Low

Customer Experience

Weighting High

Operations

Weighting Medium

Source: Gartner (October 2017)

Completeness of Vision

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Gartner analysts also evaluate technology vendors on the vendors' ability to

convincingly articulate logical statements about the market's current and future
directions, innovation, customer needs, and competitive forces, and on how well
these statements match Gartner perspectives. Ultimately, technology vendors
are judged on their understanding of how market forces can be exploited to
create opportunities for them to add customer value.

Completeness of Vision focuses on a vendor's ability to perceive where a

market is going, or where it should go, and to act on that vision. This ability may
be demonstrated by, for example, a vendor's use of new sales models,
introduction of new products, creation of new markets, or entry into vertical
markets with new products. A vendor might succeed financially in the short term
without a clearly defined vision or strategic plan, but it will not become a Leader
on that basis. A vendor with average vision anticipates change by accurately
perceiving market trends and exploiting technology. A vendor with superior
vision anticipates, initiates and directs market trends, particularly if it integrates
its vision for a broad range of areas and capitalizes on its product and service
development.
Part of our assessment involves examining how well each vendor understands
changing requirements and market trends. We evaluate vendors on their
awareness and adoption of emerging functionality and on their technical
architecture. Examples of strong vision include:

The ability to integrate on-premises and cloud repositories

Business application interaction
Vertical solutions and business processing
Collaborative authoring features
Content analytics

Table 2.   Completeness of Vision Evaluation Criteria

Evaluation Criteria

Market Understanding

Weighting High

Marketing Strategy

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Weighting Low

Sales Strategy

Weighting Medium

Offering (Product) Strategy

Weighting High

Business Model

Weighting Medium

Vertical/Industry Strategy

Weighting Low

Innovation

Weighting High

Geographic Strategy

Weighting Low

Source: Gartner (October 2017)

Quadrant Descriptions
Leaders
Leaders have the highest combined scores for Ability to Execute and
Completeness of Vision. They are doing well and are prepared for the future with
a clearly articulated vision. In the context of content services platforms (CSPs),
they have strong channel partners, presence in multiple regions, consistent
financial performance, broad platform support and good customer support.
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They are very strong in one or more technologies or vertical markets. They
deliver a suite of technologies that addresses demand for direct delivery of most
(if not all) of the eight essential functional components of CSP software, that is
tightly integrated, and that is unique or best-of-breed in each area. Leaders offer
enterprise deployments; integration with other business applications and
content repositories; incorporation of social, cloud and mobile capabilities; and
vertical and horizontal solutions. Leaders drive market transformation.
Challengers
Challengers offer good functionality and have a substantial number of
installations, but they lack the vision of Leaders. They typically do not possess
all of the essential functional components of CSP software — or as many as the
Leaders do. Instead, they use partnerships to fill out their suites, or simply ignore
some capabilities or markets altogether. Challengers may lack a broad CSP
focus or wide geographical coverage, but they execute well despite some
product or market share limitations.
Visionaries
Visionaries may offer all eight of the essential functional components of CSP
software natively. Alternatively, they may supply some of them through
partnerships with other vendors. In some cases, Visionaries need to integrate
acquisitions into their existing product portfolios. Visionaries typically show a
strong understanding of the market and anticipate shifting market forces. They
may lead efforts relating to standards, new technologies or alternative delivery
models, but they have less Ability to Execute than Leaders do.
Niche Players
Niche Players typically focus on specific categories of CSP technology (such as
transactional content management technology), midmarket buyers, or
supplements to the offerings of business application or "stack" providers. They
may be vendors that are still ramping up their CSP efforts, or that have neither
the Completeness of Vision nor the Ability to Execute to break out of the Niche
Players quadrant. Some may be "boutiques" that serve only certain regions,
industries or functional domains.

Context
In December 2017, Gartner renamed the enterprise content market (ECM) as the
content services platform (CSP) market to better represent its evolution — in
business content requirements, technologies, products and vendor strategies —

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over the last few years. This renamed CSP Magic Quadrant specifically focuses
on how a key group of vendors are responding to these changes, and the
implications of this for application leaders responsible for enterprise content
services.

In broad terms, the emerging CSP market has the following characteristics:
A platform orientation, including service-oriented architecture, integrated
content repository, and content-related services and user interfaces, instead
of prebuilt, content-oriented process applications.
A services-led architecture that enables content-oriented capabilities in 14
functional areas (see the Appendix), all of which can be delivered in on-
premises, cloud or hybrid deployments.
Agile and flexible services and interfaces that can be customized, extended
and integrated through publicly available APIs, connectors to commonly used
productivity, EPR and line-of-business applications.

Innovation in content-related processes, emergent analytical and intelligent

functionality, and new approaches to services delivery models. These in turn
enable more-seamless management of enterprise content in use cases
including user productivity, records management, business processing,
content ecosystems and digital transformation.

The representative vendors, inclusion criteria and evaluation criteria we followed

for this evolved Magic Quadrant for CSP have been updated significantly. The
lineup and positions of vendors in this Magic Quadrant should not be compared
directly with the lineup and positions in the 2016 edition of the Magic Quadrant for
ECM.

All vendors in this Magic Quadrant feature a services platform, but there are
differences in their platform approaches. Specifically, we recognize two broad
platforms types:
1. Classic content management systems. Classic repository-based systems
come with a complete set of content-related services (see the Appendix).
These services are optimized around content control and processing of
unstructured documents, often for specific horizontal or vertical content
processes. Vendors with such platforms offer well-integrated content
management capabilities and interfaces to support the processing of
unstructured documents from capture through life cycle management.

Example vendors: Hyland, Laserfiche, Newgen Software, SER Group

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2. Services-led content platforms. Service-led architectures are "born in the

cloud," with agility and flexibility for using and managing unstructured
content across diverse content ecosystems, use cases and applications.
Vendors in this category optimize around microservices, multiple
repositories, logical layers, publicly available APIs and centralized
management. The benefits include customization, extensibility and hybrid
architectures.
Example vendors: Alfresco, Box, M-Files, Nuxeo
All the vendors in this Magic Quadrant meet our revised inclusion criteria (see
the Inclusion Criteria section for details) and support the most common CSP
use cases. These use cases include personal and team productivity, records
management and compliance, process applications, content ecosystems, and
digital transformation/modernization.
Recommendations
Application leaders in charge of content services should:

Develop a content services strategy that prioritizes content-related

functionality to enable digital transformation, and that aligns business needs
with the capabilities of the most appropriate CSP.
Evaluate CSP offerings by first examining the organization's critical use cases
and their related functional needs.

Adopt content practices to address these functional needs by working closely

with business users, to enable delivering user-friendly, modern and seamless
content experiences.
Exploit the CSP for business value innovation by segmenting use cases into
types that balance (1) the needed level of centralized control and oversight,
and (2) the flexibility of ad hoc usage and experimentation.
Use this Magic Quadrant as only one tool in selecting a CSP vendor. Final
selection criteria must reflect your organization's particular functional and
technical requirements and business objectives. Do not, for example, select a
quadrant Leader or reject a quadrant Niche Player simply on the basis of the
label. A vendor in any one of the four quadrants could be the best choice for your
particular needs.
Further Reading

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Consult Gartner's companion "Critical Capabilities for Content Services

Platforms" research — a detailed comparative analysis that scores competing
CSP products against the set of critical differentiators identified by Gartner
(forthcoming — due November 2017).
Consider reading Gartner publications that analyze the field of content
management more broadly:

"Reinventing ECM: Introducing Content Services Platforms and Applications"

and "What You Need to Know About Content Services Platforms" provide
details on our evolving definition of content services and CSPs specifically.
"Cool Vendors in Content Services, 2017" profiles vendors that are pursuing
new approaches to sharing, delivering and using content in intelligent
manners.
The content management market is evolving as new processes based on digital
information replace traditional processes based on paper documents.
Application leaders in charge of a CSP can reimagine content services
strategies to define new opportunities for digital transformation, as detailed in
"Reinventing ECM: Introducing Content Services Platforms and Applications."
Two other Magic Quadrants focus on specialized content:
"Magic Quadrant for Web Content Management"
"Magic Quadrant for Insight Engines"
"Magic Quadrant for Content Collaboration Platforms" could also help, as
vendors in this market are increasingly adding lightweight document
management capabilities to their productivity and collaboration platforms.
Finally, "Four Steps to Improve Content Services Governance" and "Mitigate the
Major Content Services Implementation Risks With Four Actions" advise
application leaders in charge of content services to plan strategically for CSP
adoption, and assess the right delivery and implementation model for their
organization.

Market Overview
The content services platform (CSP) market — formerly tracked by Gartner as
"enterprise content management" (ECM) — is marked by big changes, including:
The rise of a new market leader, OpenText, unseating IBM because of its
acquisition of Dell EMC's ECD products (Documentum, Leap and InfoArchive).

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The sale and divestiture of long-term CSP (ECM) products, such as Lexmark
Perceptive to Hyland.

Increased traction and influence of cloud office and content collaboration

platform (formerly enterprise file synchronization and sharing [EFSS]) vendors,
which are now competing in the document management business.
Continued healthy expansion of the market: 8% growth from 2015 to 2016,
with global revenue up to $6.1 billion from $5.6 billion as content-related
processes increasingly are digitized.
Market concentration of the top three vendors, which account for 43% of the
market combined. A group of "Others," comprising over 1,000 vendors
worldwide, takes the No. 1 market share slot with 29% of the market.
Gartner expects the CSP market to continue to be dynamic and innovative as
well as show growth, even though some other related but newer markets, such
as content collaboration platforms, are expected to grow faster.
For additional data on the content services market size and shares, see "Market
Share: All Software Markets, Worldwide, 2016."
The importance of these dynamics is reflected in Gartner's decision to
restructure its ECM market coverage as content services, which can be aligned
with platforms, applications and components (see "Reinventing ECM:
Introducing Content Services Platforms and Applications" ). This shift is also
reflected in the resegmentation of Gartner's quantitative ECM and office suites
Market Share and Forecast reports (see the Recommended Reading section
below). These reports now align with the way buyers increasingly view office
suites, ECM and web conferencing as core building blocks in their digital
workplace (see "Update: Gartner to Resegment Its Enterprise Content
Management and Office Suites Market Share and Forecast" ).
Additional research contribution: Karen M. Shegda

Appendix
Content services platforms (CSPs) are the next stage of ECM. Their main
functions are characterized by an array of capabilities that include carry-overs
from ECM applications as well as new or emerging capabilities exploiting digital
technologies. Table 3 lists the primary CSP functions and their representative
capabilities.
Table 3.   CSP Functions and Capabilities

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Function

Administration

Capability Audit administration

Device administration

Key management
Policy administration
Rules administration
Scheduling administration
User administration

Analytics

Capability Content analytics

Process analytics

Reporting
Social analytics
Usage analytics

Capture and recognition

Capability Mobile capture

Recognition
Scan

Client and user interface

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Capability Adaptive client

Browser-based client

Client management
Content viewers
Desktop client
Mobile client
Productivity suite client integration

Team sites
UCC integration

Collaboration and productivity

Capability Comments
File sharing
File synchronization
Folder sharing
Folder synchronization

Notes
Social tags and ratings
Task management
Workspace

Content security

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Capability Access control

Audit
Automated content cleansing

Data loss protection

Digital rights management
Download restriction
Encryption at rest
Redaction

Watermarking

Creation and ingestion

Capability Authoring

Bulk ingestion
Concurrent authoring
Email capture
Fax capture
File transfer

IM capture
Natural-language generation
Templates
Translation
Web services capture

Deployment, delivery and publishing

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Capability Multichannel publishing

Publication rollback
Publication scheduling
Publishing approval

Document and content management

Capability Annotation
Check in/check out

Compound documents
Renditioning
Rich media
Versioning
File management

Integration

Capability CMIS integration

LOB application integration

Native integration (APIs)

Web services integration

Navigation and search

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Capability Enterprise search

Federated search
Insight engine
Media search
Metadata taxonomy

Native search
Natural-language querying
Navigation
Search visualization

Platform

Capability Authentication
Data management
High availability

Repository

Records and retention

Capability Global policy management

Immutability
Legal hold

Physical records
Records

Retention

Routing and processing

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Capability Business process management

Forms

Notifications

Process simulation
Rules

Workflow

Tagging and metadata management

Capability Metadata model

Machine-learning-based automatic classification

Rule-based automatic classification

Security classification

Tagging

Source: Gartner (October 2017)

Evidence
Sources for the analysis in this Magic Quadrant include:

A Gartner survey of vendors' reference customers, conducted in April 2017, for

which there were 100 respondents

Gartner Market Share research

Gartner Peer Insights vendor reviews

Feedback from discussions with users of Gartner's client inquiry service

Vendors' responses to questionnaires specific to this Magic Quadrant

Interviews with vendors' customers

One-on-one briefings with vendors

Generally available information, news reports, and data in financial and

industry publications

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Discussions with Gartner analysts in relevant Gartner research communities

Gartner managers' critiques

Reviews by Gartner analysts

Vendors' factual reviews

Note 1
Microservice Definition
Gartner defines a microservice as a:

"… tightly scoped, strongly encapsulated, loosely coupled, independently

deployable and independently scalable application component."

Based on a combination of SOA and domain-driven design (DDD), microservice

architecture (MSA) is a design paradigm that has three core objectives:
development agility, deployment flexibility and precise scalability. Its adoption
disrupts traditional application development, data management and operations
practices. Today, microservices are being adopted by leading-edge companies
and technology vendors to support continuous delivery (CD) strategies. CD
enables them to deliver new features into their live production systems multiple
times a day. MSA also enables them to support web-scale traffic volumes.

Source: "Innovation Insight for Microservices"

Evaluation Criteria Definitions

Ability to Execute
Product/Service: Core goods and services offered by the vendor for the defined
market. This includes current product/service capabilities, quality, feature sets,
skills and so on, whether offered natively or through OEM
agreements/partnerships as defined in the market definition and detailed in the
subcriteria.
Overall Viability: Viability includes an assessment of the overall organization's
financial health, the financial and practical success of the business unit, and the
likelihood that the individual business unit will continue investing in the product,
will continue offering the product and will advance the state of the art within the
organization's portfolio of products.

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Sales Execution/Pricing: The vendor's capabilities in all presales activities and

the structure that supports them. This includes deal management, pricing and
negotiation, presales support, and the overall effectiveness of the sales channel.
Market Responsiveness/Record: Ability to respond, change direction, be flexible
and achieve competitive success as opportunities develop, competitors act,
customer needs evolve and market dynamics change. This criterion also
considers the vendor's history of responsiveness.

Marketing Execution: The clarity, quality, creativity and efficacy of programs

designed to deliver the organization's message to influence the market, promote
the brand and business, increase awareness of the products, and establish a
positive identification with the product/brand and organization in the minds of
buyers. This "mind share" can be driven by a combination of publicity,
promotional initiatives, thought leadership, word of mouth and sales activities.
Customer Experience: Relationships, products and services/programs that
enable clients to be successful with the products evaluated. Specifically, this
includes the ways customers receive technical support or account support. This
can also include ancillary tools, customer support programs (and the quality
thereof), availability of user groups, service-level agreements and so on.
Operations: The ability of the organization to meet its goals and commitments.
Factors include the quality of the organizational structure, including skills,
experiences, programs, systems and other vehicles that enable the organization
to operate effectively and efficiently on an ongoing basis.

Completeness of Vision
Market Understanding: Ability of the vendor to understand buyers' wants and
needs and to translate those into products and services. Vendors that show the
highest degree of vision listen to and understand buyers' wants and needs, and
can shape or enhance those with their added vision.

Marketing Strategy: A clear, differentiated set of messages consistently

communicated throughout the organization and externalized through the
website, advertising, customer programs and positioning statements.
Sales Strategy: The strategy for selling products that uses the appropriate
network of direct and indirect sales, marketing, service, and communication
affiliates that extend the scope and depth of market reach, skills, expertise,
technologies, services and the customer base.

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Offering (Product) Strategy: The vendor's approach to product development and

delivery that emphasizes differentiation, functionality, methodology and feature
sets as they map to current and future requirements.

Business Model: The soundness and logic of the vendor's underlying business
proposition.

Vertical/Industry Strategy: The vendor's strategy to direct resources, skills and

offerings to meet the specific needs of individual market segments, including
vertical markets.

Innovation: Direct, related, complementary and synergistic layouts of resources,

expertise or capital for investment, consolidation, defensive or pre-emptive
purposes.
Geographic Strategy: The vendor's strategy to direct resources, skills and
offerings to meet the specific needs of geographies outside the "home" or native
geography, either directly or through partners, channels and subsidiaries as
appropriate for that geography and market.

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