The existing set of OpenText™ Customer Experience Management solutions across Web Content Management, Digital Asset Management, Customer Communications Management, Workforce Optimizations, and Analytics, plus the talented people behind them, provide a strong offering in Customer Experience Management (CEM), a critical component of customer engagement.
Overall the Customer Experience Management portfolio of solutions already raises the bar for dynamic and personal customer engagement with industry-led solutions designed to make it easier to engage with customers using multiple channels and devices.
The new OpenText CEM Suite Enhancement Pack 2 release, brings together many new innovations across the product portfolio linked around the central themes of:
- Better customer engagement
- Improved product integration
- Evolution of content management and delivery
- Improved usability
EP2 Highlights by Product
To continue improving your customers’ experiences, we’re excited to announce the following new features:
With EP2 we introduce the new Exstream release 16 platform, a unified Customer Communications Management solution for ultra-personalized communications that allows business users to optimize customer engagement through the design and delivery of omni-channel, consistent, compliant, communications — delivered anytime, anywhere.
OpenText™ Media Management is seeing some updates as well. To add to its best-in-class rich media management capabilities, we’re introducing enhanced marketing collaboration tools to accelerate and simplify marketing and agency collaboration, as well as a new “frictionless” integration with the Adobe Creative Suite, and improved dynamic media delivery services. These will assist with the integration and publishing of assets and ensure adaptive and responsive multi-channel experiences.
With the Teamsite EP2 update you can easily preview personalized digital experiences. Now, you can compare how digital content looks for different target audiences in a single view. For instance, you can preview two versions of a web page – one that targets a high earners segment and another that targets students. You can pull up and compare the content each audience sees, side by side.
OpenText™ Qfiniti allows you to capture the voice of the customer with new web and phone based surveys. The OpenText Qfiniti Outbound Voice Survey and Outbound Web Survey cloud service can automatically generate surveys in real-time based on triggers assigned to a contact center call.
EP2 Updates for other products in the portfolio include:
- Content Hub for Publishers – New dashboards, and story editor enhancements
- MediaBin – Portal client enhancements, and access to the image-editing tool directly in the user interface
- Optimost – multi audience testing, and content targeting
- Web Experience Management – Richer user profiles, and an Audience Manager
- Web Site Management – improved analytics reporting, and Dynamic Groups
- Teleform – Integration with Content Server, and OTDS
- LiquidOffice –Integration with Sharepoint, and OTDS
Experience Suite is dedicated to maximizing the power of your brand through your customer’s interactions with it, and with EP2’s updates we’ve created even more powerful and compelling ways for those interactions to happen.