Customer Experience Management (CEM) software
Create customers for life with intelligent and connected omnichannel experiences, while optimizing operations
What is customer experience management?
Customer experience management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed their expectations for greater customer satisfaction, loyalty and advocacy.
Customer experience management platforms offer a set of solutions to create and deliver omnichannel experiences and track customer interactions throughout their journey. They help organizations collaborate better and execute faster to deliver highly personalized experiences, at scale.
Experience platform overview
OpenText™ Customer Experience Platform empowers Marketing and Line-of-Business teams to augment the current systems of record, such as MRM, CRM and ERP, capabilities to intelligently create, individual experiences for true data driven omnichannel experiences at scale.
OpenText Experience Cloud Edition solutions are available on-premises and in the Cloud to offer the freedom and flexibility organizations need to deploy their solutions quickly.
What's new in CEM
Multi-cloud and simplified deployment options
Improved user experiences for business users
New data mapping UX for omnichannel communications
New targeting and localization for experiences
Deep drill-down, VoC insights for customer journey
Unified forms and customer request processing
Learn more about the new Customer Experience Management features in the launch blog
CEM software features
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Web Content Management (WCM)
Delivers visual, modern customer experiences both pre- and post-login that are personalized, engaging and profitable. Optimizes processes for managing and delivering content to the web, mobile devices or other media channels to connect employees, partners and customers with the information they need.
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Customer Communications Management (CCM)
Enables personalized, omnichannel communications at scale, driven by business users and business rules, to enhance customer journeys. Optimizes the design, management and delivery of physical and digital ultra-personalized, consistent and compliant communications, such as invoices, letters, customer correspondence, statements, policies, and contracts.
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Forms Automation
Optimizes customer information capture, validation, processing and management with improved form-based processes for enhanced productivity and customer experiences.
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Experience Analytics
Uses powerful data visualization software to provide real-time business analytics reports along with customized dashboards that offer actionable insights into customer experiences across the customer journey.
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Digital Asset Management (DAM)
Manages virtually any digital data format, including video, images, audio, 3D files, presentations and more. Accelerates digital media creation, collaboration, production, storage and distribution across the ecosystem of authorized employees, users and partners. Enables digital assets tagging with searchable metadata for easy retrieval, sharing, reviewing and editing.
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Voice of the Customer
Provides actionable insight through customer behavior analytics and interactions through call recording analysis, email communications, social media and more.
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Workforce Optimization
Helps drive significant workforce performance and customer service improvements across the call center with fulltime call recording, workforce management, contact center coaching, quality assurance training, call scoring, interaction analysis, and post call surveys.
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Marketing Optimization
Maximizes online conversion and revenue with personal and optimized customer experiences on any device through a/b testing, multivariate testing and geo targeting tactics.
Customer success stories
If you are able to harness content, relocate it and reuse it, you are at a completely different scalable level of work.
After the upgrade to OpenText Media Management v16, we sent out a questionnaire, and 98 percent of users gave it a positive rating. The user interface is so clear and intuitive, it really helps our users get our assets to the website in the shortest time.
Our websites are always changing, so we always need to test new developments to see if they are viable. It’s an ongoing process because you can never rest with optimization, and OpenText Optimost is absolutely central to this.
What are the benefits of CEM software?
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Improve customer experience
Optimize operations and embrace new business digital models to fuel growth through a sustainable differentiation.
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Leverage Data
Augment and bridge customer´s current transactional systems to intelligently create, personalize, deliver, monitor and enable insight-driven, true anonymous and authenticated omnichannel experiences.
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Rely on market leading CEM solutions
Leverage best of breed, integrated, open and scalable an Omnichannel Experience Platform (Headless) powered by AI or ML.
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Transform business at individual pace
Enable a pragmatic, high value and low risk approach to support customer’s digital transformation strategy.
