OpenText ramps up omni-channel cloud offering

OpenText ramps up omni-channel cloud offering

“In the Digital-First World, it is important that companies employ omni-channel communications to service customer needs."

Enterprise Information Management (EIM) company OpenText has revealed the latest version of its Customer Communications Management (CCM) solution, OpenText StreamServe version 5.6.2.

Combining on-demand and high-volume transactional customer communications with its traditional document presentment capabilities, OpenText Customer Communications Management now allows for interactive correspondence throughout a document’s lifecycle from authoring to customer engagement.

As the pace, scale and variety of communications channels expand, many businesses continue to operate multiple, disparate communications tools that lead to inefficiency and error.

OpenText Customer Communications Management streamlines transactional communications to help organisations exceed customer expectations, reach new markets and provide superior experiences across all channels for a Digital-First World experience.

“With OpenText Customer Communications Management, businesses can improve the efficiency and agility of their communications with a centralised and automated system,” says Adam Howatson, chief marketing officer, OpenText.

“In the Digital-First World, it is important that companies employ omni-channel communications to service customer needs.

"OpenText is helping organisations make each touch point an effective message by providing a simple path that matches offline communications with the online experience.”

OpenText Customer Communications Management creates a communications layer that links the back-end business systems with the front-end marketing solutions, allowing the monitoring and measuring of communications.

The feedback offers companies the ability to both store and use the information to increase the effectiveness of further interactions.

Utilising OpenText Customer Communications Management, organisations can create an adaptive communications process triggered at the point of purchase for email confirmations, SMS notifications, and voicemail alerts that maintains a consistent experience for the customer.

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