Customer Experience Management (CEM) software
Create customers for life by delivering intelligent and connected omni-channel experiences with OpenText Customer Experience Management (CEM) software solutions.
What is customer experience management?
Customer experience management (CEM or CXM) is a set of processes used to track customer interactions throughout the customer journey. CEM allows organizations to gain insight into these customer interactions and optimize each touchpoint to drive loyalty and improve customer lifetime value.
The best customer experience management software enables enterprises to provide customer-centric experiences across all customer interactions at scale, while optimizing operations, control, and compliance of the associated enterprise information and processes.
Experience platform overview
OpenText™ Experience platform offers a set of integrated CEM solutions that focus on delivering highly personalized content and customer engagement along a continuous customer journey. It helps provide a solid foundation for implementing a successful customer experience strategy.
OpenText Experience 16 is available on-premises and in the cloud to enable better creation, management and publication of secure, personalized and authenticated digital experiences. OpenText Experience ensures each user gets the best experience at every point of interaction, whether physical or digital, on any device throughout every phase of the lifecycle. Experience maximizes the Customer Lifetime Value and delivers a better way to work; addressing better engagement, insight and innovation across customers, partners and employees.
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.
Connects employees, partners and customers with the information they need through optimized processes for managing and delivering content to the web, mobile devices or other media channels. -
Customer Communications Management (CCM)
Enables omni-channel personalized 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. -
Forms Automation
Improves productivity and customer experience of form-based processes by optimizing the capture, validation, processing and management of customer information bridging the physical world of forms with today's digital business world.
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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)
Accelerates the creation, collaboration, production, storage and distribution of digital media across the ecosystem of authorized employees, users and partners. Enables digital assets to be tagged with searchable metadata so they can be retrieved, shared, reviewed and edited. DAM helps manage virtually any digital data format including video, images, audio, 3D files, presentations and many more.
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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 by personalizing and optimizing 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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Delight customers
Design and implement customer experiences that engage customers engage and build closer relationships by continuously evolving, refining and improving their experience.
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Integrated system of engagement
Drive value across the organization by automating the creation and distribution of information, media, customer contact programs and more in one solution.
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Connected experiences
Ensure the entire customer journey is addressed through complex data manipulation and sophisticated data integrity and governance capabilities—even within heavily regulated industries.
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Speed time to market
Get to market up to 85% faster with powerful content management, customization and integration tools as well as powerful collaboration workflows.
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Automate and optimize customer engagement
Personalize customer experience automatically and at scale to improve customer engagement and return on investment.
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Insight out of the box
Gain insight from all data created within each customer journey to continuously improve your customer experience capabilities with embedded advanced analytics.
CEM Software Products
Get the 2018 Gartner Magic Quadrant for Web Content Management report
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Gartner Magic Quadrant for Web Content Management, Mick MacComascaigh, Jim Murphy, 30 July 2018.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Resources
Blogs
- Three ways to simplify your digital content supply chain
- Better together – Digital media collaboration made simple
- The importance of consumer IAM in the world of the ‘digital-savvy’ customer
- What is customer experience management (CEM)?
- How to Choose The Best CEM Software in 2018