Customer Experience Management (CEM)
Create brand loyalty by delivering consistent, targeted, omni-channel customer experiences with OpenText Customer Experience Management (CEM) software solutions
OpenText Customer Experience Management Solutions
- Business Needs
- Resource Center
Customer Experience Management Software Suite
The OpenText Experience Suite offers a set of applications and add-on products that focus on delivering a personalized content and engaging interactions along a continuous customer journey. The OpenText Experience Suite Platform is uniquely designed as an integrated set of Experience Suite Applications to bring together the critical capabilities that drive higher customer satisfaction and better customer engagement. Marketers and customer contact center leaders alike can benefit from integrated capabilities from Customer Communications Management, Digital Asset Management, Workforce Optimization and Web Content Management all through a single suite. The Experience Suite Platform has an extensive set of add-ons that range from Marketing Optimization to understanding the Voice of the Customer (VoC).
OpenText Experience Suite 16 is available on-premises and in the cloud to enable better creation, management and publication of secure, personalized and authenticated digital experiences to ensure that each user gets the best experience at every point of interaction – whether physical or digital on any device – and in every phase of the lifecycle. Experience Suite maximizes the Customer Lifetime Value and delivers a better way to work; addressing better engagement, insight and innovation across customers, partners, and employees, while improving digital operations and control associated with managing information across the enterprise.
As the Experience Suite Application for WCM, OpenText TeamSite addresses the entire customer lifecycle helps you create exceptional digital experiences in four ways:
- TeamSite allows you to optimize and personalize content across all channels pre, during, and post-sale
- TeamSite is open flexible and connected to maximize the value of all your existing marketing investments
- TeamSite provides a modern marketer and line-of-business focused user experience
- TeamSite delivers leading cost efficiency balanced with the agility your enterprise needs
Enterprise contact centers around the globe rely on OpenText™ Qfiniti for fulltime call recording, robust workforce optimization (WFO) and advanced cross-channel analytics. The fully integrated Qfiniti products optimize performance management, liability recording and archiving, workforce management, desktop analytics, and Voice of Customer (VoC) insight.
- Scalable to power the world’s largest contact centers
- Proven, measurable ROI
- Lower total cost of ownership
OpenText™ Exstream is a multichannel customer communication management (CCM) solution that helps you improve customer experience with relevant, meaningful communications delivered through the customer's preferred channel including web, email, print and SMS. Exstream allows you to produce:
- Fully customized high-volume statements and bills
- Self-service web applications for enrollment & account sign-up
- On-demand marketing
- Personalized correspondence and proposals produced interactively by customer-facing employees
A Better Way to Work
The OpenText Experience Suite maximizes the Customer Lifetime Value and delivers a better way to work; addressing better engagement, better insight and better innovation across customers, partners, and employees while improving digital operations and control associated with managing information across the enterprise.
Whether users are customers, employees, suppliers or partners, effectively engaging them in the digital medium of their choice is how organizations are differentiating themselves today.
Digital transformation inside the enterprise can radically increase productivity through integrating business processes and applications for their employees, teams, and partners.
Better engagement, productivity and innovations aren’t possible without better insight, backed by data and the ability to derive prediction and conclusions from it.
While taking advantage of information to pursue their digital transformation, organizations also need to ensure that they mitigate the risk information could present for their customers, suppliers,business partners, and for themselves.
Experience Suite Platform
The proven, tested enterprise Digital Asset Management (e-DAM) solution that accelerates the workflow-driven creation, collaboration, production and distribution of digital media.
- Customizable, Browser-based Portal
- Any number of “consumer users” to read, search, view, browse and download
- Embedded File Acceleration to transfer large files faster
Enhance customer relationships and value by enabling automated and interactive communications of business-to-business (B2B) and business-to-consumer (B2C) organizations.
- Personalize touchpoints for 1-on-1 contact in mass produced documents
- Simplify and automate document handling
- Improve communication adoption rates
Create and deliver dynamic, targeted interactions across multiple geographic touch points with this comprehensive solution built for high-performance, enterprise-scalable, and transaction-oriented Web applications.
- Leverage responsive design to display content consistently across mobile devices
- Increase revenue by satisfying customers with compelling experiences and meaningful conversations
- Take advantage of every customer touch point with device neutral, content-centric experiences.
Design digital experiences that delight customers, nurture closer relationships, and engage them at every step of the decision journey to drive brand loyalty, revenue, and customer lifetime value.
- Optimize and personalize one-on-one interactions with your web and mobile site visitors to maximize online revenue, sales, conversion rates, and other business KPIs
- Prove marketing ROI for digital commerce, assets, campaigns, and customer experiences
- Structure a conversion rate optimization program with the right tools, planning, and strategic guidance
OpenText workforce optimization (WFO) solutions drive continuous contact center and back office workforce performance and customer service improvements. The fully integrated OpenText™ Qfiniti product suite offers fulltime call recording, workforce management, quality monitoring, process automation, liability recording, coaching and eLearning, and post-interaction surveys.
- Maintain consistent quality measurement and provide fast, effective coaching with automated reporting
- Manage regulatory demands with intelligent masking and muting with metadata attach
- Drive continuous process optimization with real-time agent guidance and desktop automation
Leverage real-time analytics in visual dashboards and reports inline with your digital media asset, web and communication authoring workspaces.
- Marketing can optimize content publishing to meet audience preferences
- Business users gain insight into the digital customer journey for data-rich communications and web content
- Digital strategists can understand trends in big data and engage predictive modeling to make forward-looking decisions
OpenText Experience Suite in Action
See how OpenText Experience Suite fuels omni-channel commerce, no matter what product you’re selling.
Experience Suite Resources
Transform Your Experience
Download the solution brief to learn how our Customer Experience Consulting team can help you in your upgrade and modernization journey.
The OpenText Family
OpenText has welcomed a number of products into the OpenText brand family. For a complete list of previous product names that are now part of OpenText, see: