Fiserv unveils Content Next to streamline AI content management for banks
Fiserv, in partnership with OpenText, introduced Content Next - a cloud content management and workflow platform built for financial institutions. It connects with Google Workspace and Microsoft 365 and focuses on automating high-volume document work without routing requests through IT.
According to Fiserv, automated processes can reduce operating costs by 25-40%, cut document turnaround by 30-50%, and trim manual processing time by up to 60%. For leaders under pressure to do more with lean teams, those numbers matter.
What's inside
- AI features for document classification, summarization, and search
- Self-service workflow and permissions to remove IT bottlenecks
- Native connectivity with Google Workspace and Microsoft 365
Availability
Fiserv and OpenText will showcase Content Next at the Fiserv Forum Client Conference 2025, with general availability planned for 2026.
Why this matters for management
- Shorter queues: Business teams configure workflows and access without tickets.
- Fewer touches: AI-assisted routing and summarization reduce handoffs and rework.
- Faster audits: Centralized content and consistent permissions improve oversight.
- Measurable ROI: Time-to-close and cost-per-document can be tracked and improved.
Immediate actions to consider
- Identify 3-5 high-volume processes (e.g., KYC, loan onboarding, disputes, account maintenance) where delays hit customers or compliance.
- Quantify the baseline: turnaround time, manual touch time, error rates, rework, and cost per document.
- Map integrations with Microsoft 365 or Google Workspace and define permission models by role and region.
- Set governance early: data residency, retention schedules, legal holds, and audit trails.
- Plan change management: train process owners, define approval paths, and set SLAs by workflow.
KPIs to track
- Average document turnaround time
- Manual touch time per document
- Error/exception rate and rework percentage
- Cost per document (labor + infrastructure)
- Compliance findings tied to documentation
Key questions for vendors
- Data control: Where is content stored? How is data isolated by client and region? Is customer data used to train models?
- Security: SSO support, encryption in transit/at rest, admin audit logs, permissions at file/folder/workflow levels.
- Compliance: Retention policies, legal hold, eDiscovery, and export options for regulators.
- Operations: RTO/RPO, uptime SLA, versioning, and rollback for workflows and schemas.
- Migration: Tooling for bulk ingestion, metadata mapping, and legacy system connectors.
- Cost model: Licensing, usage limits, API quotas, and expected payback period based on your volumes.
Who should lead
Assign a cross-functional owner: Operations (process design), Compliance (controls), IT/Security (integration and guardrails), and a business sponsor with authority to remove blockers. Start with one or two processes, prove the metrics, then scale across lines of business.
Learn more
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