OpenText Core Case - Aviary Platform Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Aviary Platform

1. Media Evidence Collection for Investigations and Compliance Cases

Data flow: Aviary Platform ? OpenText Core Case

When a compliance, legal, or internal investigation case requires video or audio evidence, Aviary can store and manage the media assets while OpenText Core Case serves as the case record. Relevant clips, recordings, transcripts, and metadata can be pushed into the case workspace so investigators have a complete view of supporting evidence, chain-of-custody details, and case notes in one place.

Business value: Reduces time spent searching for media evidence, improves auditability, and ensures investigators work from a controlled and consistent case file.

2. Customer Complaint Resolution with Recorded Calls and Video Submissions

Data flow: Aviary Platform ? OpenText Core Case

Customer service teams can attach recorded calls, video complaints, or submitted media files from Aviary directly to a customer support case in OpenText Core Case. This is especially useful for escalations involving product defects, service issues, or visual proof of damage where the case handler needs to review the original media alongside correspondence and resolution tasks.

Business value: Speeds case triage, improves first-contact resolution, and gives support agents a richer context for decision-making.

3. Case-Driven Media Review and Approval Workflow

Data flow: OpenText Core Case ? Aviary Platform

OpenText Core Case can trigger a media review process in Aviary when a case requires approval of a video or audio asset before release. For example, a compliance or brand review case may require legal, marketing, and operations teams to review a media file, comment on it, and approve or reject it. Case status in OpenText can control the review stage in Aviary.

Business value: Creates a controlled approval path, reduces manual follow-up, and ensures media assets are released only after required case-based approvals are completed.

4. Incident Response with Multimedia Evidence and Task Coordination

Data flow: Bi-directional

In incident management scenarios, Aviary can provide the central repository for video and audio evidence captured from field teams, security systems, or customer submissions, while OpenText Core Case manages the incident record, tasks, ownership, and resolution milestones. Updates from the case, such as assignment changes or escalation status, can be synchronized back to Aviary to keep media reviewers aligned with the current incident context.

Business value: Improves coordination across security, operations, and compliance teams and shortens incident resolution cycles.

5. Claims Management with Visual Documentation

Data flow: Aviary Platform ? OpenText Core Case

Insurance or warranty claims often require video walkthroughs, damage documentation, or recorded statements. Aviary can manage the media assets and metadata, while OpenText Core Case organizes the claim file, adjuster tasks, and decision history. Media links, thumbnails, and key metadata can be embedded in the claim case to support faster review and settlement decisions.

Business value: Reduces claim handling time, improves evidence quality, and supports more consistent claim decisions.

6. Content Governance for Regulated Media Releases

Data flow: OpenText Core Case ? Aviary Platform

Organizations in regulated industries can use OpenText Core Case to manage the governance workflow for media releases, such as training videos, public statements, or customer-facing audio content. Once a case reaches approval, Aviary receives the approved asset and associated metadata for publishing or distribution. If a review fails, the case can be routed back for remediation.

Business value: Strengthens governance, reduces release risk, and provides a documented approval trail for regulated content.

7. Cross-Team Collaboration on High-Volume Media Cases

Data flow: Bi-directional

For organizations handling large volumes of media-related requests, OpenText Core Case can manage the intake, prioritization, and assignment of cases, while Aviary provides the media workspace for editors, reviewers, and content managers. Case updates such as due dates, comments, and resolution outcomes can be synchronized with media asset status to keep both operational and creative teams aligned.

Business value: Improves transparency across departments, reduces duplicate work, and helps teams manage media-related cases at scale.

8. Metadata-Enriched Case Records for Faster Search and Retrieval

Data flow: Aviary Platform ? OpenText Core Case

Aviary?s metadata-driven asset management can enrich OpenText Core Case records with searchable media attributes such as file type, duration, subject tags, source, and approval status. This makes it easier for case workers to locate the right recording or clip without opening multiple systems, especially in investigations, audits, or support escalations.

Business value: Improves searchability, reduces handling time, and gives case teams faster access to the right media evidence.