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OpenText™ Extended ECM for Microsoft® Dynamics 365™ Customer Engagement

By  Contesto AS

OpenText Extended ECM for Microsoft Dynamics 365 Customer Engagement integrates OpenText Content Services with Microsoft Dynamics 365, securely and seamlessly delivering content and real-time data to Microsoft Dynamics and Microsoft Teams workspaces.

OpenText Extended ECM for Microsoft Dynamics 365 Customer Engagement provides the critical connection between your business processes and Microsoft Dynamics, delivering a complete set of content services to enrich sales, marketing, customer service and field services business processes. At the center of the integration is the OpenText Extended ECM Business Workspace, connecting content to Microsoft Dynamics 365 business process flows and Microsoft Teams. Users can view, edit and share customer content – including contracts, work orders, diagrams, field and case reports – residing in the OpenText Content Suite Platform without ever leaving their Dynamics 365 or Teams applications. Role-based permissions, security protocols and access rights are centrally managed to ensure authorized users can always access the specific information they need. New or updated content is instantly available and easily accessible, facilitating team collaboration when working on customer requests, field site visits or client proposals. Because customer documents, data and content surface directly in the corresponding Microsoft Dynamics 365 customer record or Microsoft Teams collaboration space, users don’t need to switch business applications to find a document or submit a request for information due to lack of system access. By integrating systems, streamlining access to content and surfacing actionable, real-time data, OpenText Connected Workspaces enable organizations to reimagine team collaboration, capitalize quickly on opportunities to boost revenue, and drive higher-value customer engagement.

Product Highlights
• Surface content from OpenText Content Suite directly in Microsoft Dynamics 365 or Microsoft Teams
• Access information relevant to selected business objects (e.g. content, transactions, client data)
• View and manage content from ERP, ECM or PLM applications without requiring full access rights or multiple user licenses
• Apply context, rules and permissions in real-time to new or updated content
• A unified, central structure to manage role-based permissions, security protocols and access rights
• Operates in Microsoft Azure and can be deployed either in the cloud or on-premises

Value Proposition
• Accelerate sales cycle by surfacing real-time data and siloed content into Microsoft Dynamics 365 & Teams
• Improve customer case problem-to-resolution and field service outcomes
• Drive improved productivity and collaboration with connected workflows
• Gain 360º insight and maximize value from both unstructured and structured content
• Support corporate data retention policies
• Maintain security and control over enterprise information
• Maximize ROI from existing and new IT investments

Contesto AS

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