Deliver even more effective multichannel communications with Exstream 16.3

As much as I love living and working in a digital world, there are still certain things I like to receive on paper, and it seems I’m not alone in that. Many people, of all ages, still like to get printed bills as a visual reminder to pay their various accounts, or to keep as a physical record of their transactions.

Some regulated industries, such as insurance, are required by law to send certain documents in a print format by regular mail. While many industries realize that they have to change the way they communicate with a new generation of digital native customer, it’s also equally important that they continue to support more traditional methods of communications too.

Folks like us are often referred to as multichannel consumers and we can be very loyal to companies that understand that we like to consume different content in different ways. In fact, research has shown that customers who are engaged across different channels have a 30% higher lifetime value than those who only connect with a company through a single channel.

The ability to form and deliver multichannel communications from a single communication design is becoming a mission critical component of delivering exceptional customer experience. It is no longer design for digital or print but designing for digital AND print. With the release of OpenText™ Exstream 16.3 we’ve made it even easier to do just that.

OpenText Exstream is like a communications pipeline – the better it runs the faster documents and communications get where they need to go and the better the customer experience.

With the large variety of devices on the market today, as well as multiple operating systems, applications etc, it can be a real challenge for a communications designer to ensure that the output is correctly represented in each instance; so we’ve made designing omni-channel communications even easier through responsive design in HTML5 that allows for device preview and simulation, regardless of screen size and type. The improved HTML multichannel capabilities around responsive design and mobile device previews for easier multichannel communications design and provides users with more control to customize output.

communicationsNew design capabilities for advanced charts (3D) and visualizations that can be done by the user and embedded into the communication. (The SDK add-in allows for the plumbing that allows users to be able to quickly create new capabilities in HTML and JavaScript and add them as new design objects to OpenText Exstream Designer).

Examples include: augmented reality, color QR codes, interactive video, embedded or leverage social media, dynamic HTML tables

We’ve also improved the overall communication orchestration, or how you relate communication jobs to a channel from end-to-end. That includes things like failover delivery where we try the primary communication preferences first (say mail) then secondary email, then SMS or print and mail, then track and report on success and failures.

Part of multichannel success is connecting digital and print, and we’ve made improvements there to allow you to easily delivery and archive options for the assured delivery of digital and print output, plus connections to new endpoints.

With Exstream 16.3, we’ve made communicating with your customers even simpler. Marketing content such as text, graphics, and messages in your communications can now be edited by non-technical business users without needing the help of IT.  ‘Assured delivery’ means you can better support and reroute communications if primary delivery fails, and improved responsive design means your communications are ready for any device and screen size in the omni-channel world.

Click here to visit the Exstream product page for more information and demo videos.

Alan Porter

Alan J. Porter is the Senior Product Marketing Manager for the OpenText Customer Experience Suite. He is a regular writer and industry speaker on various aspects of Customer Experience and Content Strategy.

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