Authored by: Cass Mieczakowski, Director of Engineering
OpenText Exstream is a powerful omnichannel customer communications platform designed for omnichannel customer communication management (CCM). This flexible, scalable platform is a top-rated solution that helps organizations engage with their audience in more meaningful ways through highly personalized communications and content across all channels.
What is Customer Communications Management (CCM)?
Customer communications management excellence is the foundation of any successful business enterprise. In recent years, these communications have taken on new meaning. As omnichannel became a fundamental expectation, CCM platforms emerged as an essential tool in helping companies connect with their audience while also gaining high-level insights from communications data.
Customer communication management helps companies streamline the retrieval, storage, and creation of customer communications across all departments and for any purpose. From marketing outreach to customer service, documentation, warranties, and account management, CCM provides a frictionless, on-brand way to connect, build trust, gain loyalty, and gain a deeper understanding of the buying journey.
OpenText Exstream: A Centralized Platform for All Your Needs
OpenText Exstream is a multichannel CCM platform that enables highly relevant, real-time customer communications, helping companies maximize value from every touchpoint.
From just-in-time messaging to content management and process automation, OpenText Exstream centralizes and democratizes communications and removes the complexities and inefficiencies inherent in managing comms across multiple channels.
What is OpenText software used for?
You may be required to work with different kinds of documents and content on a daily basis. You might need to manage and store information such as contracts, reports, images, presentations and videos. But the nature of your job is such that it requires you to share this information with other people within your organization or even outside it. OpenText Content Suite is designed for the enterprise content management (ECM) use cases related to these day-to-day tasks:
OpenText Content Suite allows end users to access and utilize all types of digital content from one central location irrespective of where the file was originally uploaded or created. A single search can identify all relevant documents across various repositories – whether they were created in Office, SharePoint or other platforms. Another powerful feature that OpenText Content Suite brings forth is document and records management, which ensures compliance with regulations and acts as a single source of truth for documents by tracking each file’s journey through its life cycle.
You can use content from within OpenText Content Suite to collaborate on projects with your team members either by sharing files or reporting on them to gather feedback. Teams can work together both online and offline as OpenText Content Suite ensures constant sync between devices. It also lets you create tags and notes so that you can remember important information about the content and take action accordingly. For example: You can flag particular comments or videos as relevant and then locate them easily using the search tool in the future. Using LiveLink, you can link personal folders from Microsoft Outlook to SharePoint and access them seamlessly on your smartphone or tablet as well. You can also explore the content in a timeline view so that you easily navigate between files and quickly locate what you need.
The OpenText Content Suite lets managers define processes with roles and responsibilities so that the right people have access to the right documents at the right time. It is possible for an end user to collaborate on a particular document without knowing where it is physically hosted or who has created it – all they require is a URL which is available from within OpenText Content Suite. The suite also allows users to take actions based on metadata associated with each file such as priority, owner tags etc.; thus allowing for automated workflows. End users can view the progress of their tasks across different repositories in a centralized manner.
What are some other uses for OpenText software?
OpenText software is used for many purposes. Some examples are content management, customer relationship management (CRM), mobile communications, digital transformation, social collaboration, analytics and more! OpenText provides solutions to various business issues that improve business processes through automation and better usage of technology.
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Top 7 OpenText Features
Customer communications management powered by OpenText Exstream empowers employees and fosters collaboration, even in a remote work ecosystem, enabling growth at scale.
The top seven most significant OpenText features for customer communications management include:
1. Consistent multichannel experience
OpenText Exstream provides a streamlined multichannel experience for all stakeholders. Customers enjoy a predictable on-brand experience on their preferred channel, from email to telephone, live chat, or social media. In addition, employees have complete visibility into the customer’s history, ensuring the response is meaningful, timely, relevant, and frictionless.
2. Easily access content
OpenText Exstream is a highly flexible platform that allows access from any device or computer system, maximizing productivity in a distributed workforce environment. Company content is centralized, helping align teams to a common purpose and maintaining continuity across various content strategies.
3. Interactive editing
Employees can edit and collaborate in real-time, reducing timelines and ensuring the best possible result. When updating content to reflect new statistics or features, the updated versions are automatically pushed out to the appropriate channels, making short work of what is often an error-laden and cumbersome process.
4. Customer engagement analytics
Engagement analytics enable high-level insight into customer engagement, helping organizations better understand CX performance. Detailed engagement data enables timely business decisions and encourages continual improvement, helping to achieve greater customer satisfaction and loyalty.
5. Create dynamic and accessible PDFs
Improve compliance and streamline document processes with automated, personalized PDF creation for invoicing, logistics management, and more. The dynamic nature of OpenText features enable highly personalized and relevant messaging, including charts, videos, and hyperlinks—all fully compliant with ADA and AODA accessibility standards.
6. Simplified rationalization and migration
OpenText features enable simplified rationalization and migration. Within the overarching content strategy, this feature helps to reduce instances of duplicate content, improves efficiency, and reduces costs across the organization while enhancing the value of your content creation efforts.
7. Scalable and flexible
For companies experiencing rapid scale or entering new markets, maintaining consistency and relevancy is vital to success. OpenText features include support for multiple languages, geographical regions, demographics, and segmentation, plus content expiration dates to ensure timely versioning.
Now that you’re acquainted with the top seven OpenText features, it’s easy to understand why OpenText Exstream is the leading enterprise CCM solution. It is flexible and fully scalable to organizational needs, helping you delight your customers while maintaining just the right balance of cadence and personalization across all digital channels.
