The latest release of OpenText™ Experience Suite tackles the challenges of digital transformation to deliver a continuous real and effective digital customer lifecycle.
OpenText is helping organizations to orchestrate data, media, interactions and transactions across a digital enterprise. The complexity of managing a consistent brand presence across media, languages, cultural expectations and governmental regulations requires a platform built for pervasive connectivity and new ways of interacting that go beyond a simple point and click.
Experience Suite helps business leaders harmonize customer-centric technology applications across every department in the organization, whether the organization’s first priority is to get a handle on all of the rich media (video, audio, print, imagery, etc.) or to streamline its communications, invoices, or web presence.
Experience Suite serves as a single platform of choice for delivering Continuous Customer Engagement. This market-leading set of capabilities addresses critical digital transformation initiatives within the realm of the customer experience and is comprised of leading applications from market categories in Customer Communications Management, Digital Asset Management, Marketing Optimization, Voice of the Customer, Web Content Management, and Workforce Optimization along with architecture to deeply integrate into the larger OpenText Enterprise Information Management (EIM) platform.
Consider the need for a company to launch and manage a campaign across multiple markets and different customer personas.
With Experience Suite you can connect our industry leading Digital Asset Management platform to the Web Content Management and Optimization capabilities to design, test, optimize, and deliver the right content with the right message – all with brand approved imagery that ensures that the right message is being delivered to the right customers in a way that resonates with their needs and results in higher rates of engagement.
Once a customer has executed the call to action from a campaign (such as clicking a link to request more information) their data can be passed to the Customer Communications Management system where responses and on-going communications can be delivered in a way that suits the customers’ needs from print, to text, email, etc. The communications can be designed to add value to the ongoing exchange, or even be interactive to promote further engagement through to purchase and beyond.
As customers continue their ownership, use of product call center optimization and voice of the customer tools within the Experience Suite portfolio can track customer sentiment, and feedback to various parts of the company any need for changes in the overall customer experience.
OpenText Experience Suite includes:
- Digital Asset Management with OpenText™ Media Management
- Web Content Management with OpenText™ TeamSite
- Customer Communications Management with OpenText™ Exstream + Communications Center Enterprise
- Call Center Workforce Optimization with OpenText™ Qfiniti
- Voice of the Customer analysis with OpenText™ Explore
With the Experience Suite portfolio of tools it is possible to deliver a fully connected continuous customer experience that drives increased engagement and additional revenue.