Experience Platform for Communications
Improve customer experience, enhance customer communications and boost lifetime value
41%
faster revenue growth among companies that provide consistently relevant omnichannel customer experiences[1]
Communications are changing
The pandemic has shifted the communications dynamic between organizations and their customers. Consumers demand personalized, interactive, omnichannel digital experiences. However, many organizations still operate from silos, resulting in disjointed communications that frustrate customers, damage brand loyalty and risk lost business.
Experience Platform for Communications solutions help organizations jumpstart their digital transformation and improve customer experiences with an omnichannel modernization strategy that attracts, retains and delights customers.
Achieve better ROI with a CXM solution
A recent IDG survey of marketing firm business and IT executives reveals both their main objectives and biggest pain points in delivering client messages. Discover solutions for running campaigns more efficiently and effectively.
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Boost customer retention
Leverage data to gain invaluable insights into customer needs and drivers, enabling better understanding and increased satisfaction.
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Enhance customer engagement
Create hyper-personalized customer communications across channels to improve message relevance, engagement and conversion rates.
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Deliver seamless customer experiences
Eliminate friction and frustration by enabling seamless and cohesive omnichannel conversations with customers as they switch from one channel to another.
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Improve messaging consistency
Bring marketing, service and transactional communications together in a single customer experience management (CXM) platform for consistency across the customer journey.
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Drive operational efficiencies
Build a strategic customer communications Center of Excellence (CoE) to bridge organizational silos, reduce costs and improve responsiveness.
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Eliminate departmental silos
Seamlessly share data between departments and business units to send relevant messages on any channel at any point of the customer journey.
Business impacts
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Customer view
Organizations gather customer data from multiple sources. This results in data conflicts, duplications and other discrepancies that make it hard to gain a complete and accurate view of the customer. Unify data for a single source of truth. -
Customer insights
Sales and marketing teams need to grow revenue. Without shared insight into customer preferences, behaviors and interests, they miss opportunities to upsell and cross-sell. Leverage AI and analytics to deliver relevant, personalized offers.
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B2B, B2C and B2E communications
Organizations communicate with customers, employees, partners and suppliers. Using different systems results in increased costs, duplicated efforts and wasted resources. Unify B2B, B2C and B2E portals to optimize productivity and experiences. -
Omnichannel messaging
Today’s customers expect to be able to handle online interactions through their chosen channels. Providing omnichannel options often involves IT and complex processes. Easily create and optimize omnichannel customer experiences.
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Customer journey orchestration
Businesses must provide a consistent experience at every touchpoint. Teams and business units use separate systems to manage their part of the customer journey, causing inconsistent messaging. Bridge silos to improve customer experiences.
Customer experience success stories
See how customers are succeeding with Experience Platform for Communications solutions.
See more success stories
Explore the components of the solution
Products
OpenText offers a choice of products to enhance customer experience management:
- OpenText™ Exstream™ Transform customer communications into exceptional experiences
- OpenText™ NotificationsReach customers with personalized messages on their channel of choice
- OpenText™ Media Management Quickly and securely access rich media assets from a central location
- OpenText™ Core Experience InsightsImprove customer experiences with insight-driven customer journey mapping
- OpenText™ Experience CDPPersonalize experiences and communications to create customers for life
- OpenText™ TeamSite™Create relevant, personalized experiences across customer channels
- OpenText™ InfoArchive Optimize infrastructure and ensure compliance with a modern archiving solution
Professional Services
OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.
- Accelerate your Information Management journeyConsulting Services
- Comprehensive Information Management services and resourcesExplore Professional Services
- Reduce time-to-value of Information Management solutionsPackaged Services
Resources to enhance employee and customer experiences
Customer data platforms (CDPs): Building blocks of data-driven marketing organization
Read the eBookRethinking the retail banking customer experience
Read the eBookUnlock your customer data: How to drive better customer experiences
Watch the webinarTop 5 benefits of digital customer experience management tools
Read the blogFocus on customer experience to stand out from retail banking competitors
Read the blog4 tips for tracking customer experience KPIs
Read the blogElevate and personalize citizen experiences
Read the overviewTransforming utility customer experiences
Read the briefHealthcare: Improve patient and member experiences
Read the overviewLearn where OpenText ranks in the 2021 Aspire Leaderboard
Read the reportHow can we help?
Footnotes
Footnotes
- [1]Aspire, The Future State of Omni-channel Customer Communications (Part 1), Nov. 2021
Get the Aspire analyst paper
Explore the CCM market and learn how to improve customer experience in this Aspire analyst paper, The Future State of Omni-channel Customer Communications.
