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Customer Experience Management (CEM)

Create brand loyalty by delivering consistent, targeted, omni-channel customer experiences with OpenText Customer Experience Management (CEM) software solutions

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  • Overview
  • Business Needs
  • Products
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Overview

Customer Experience Management Software Suite

The OpenText Customer Experience Managment software suite provides tools that help improve time-to-market by giving your customers, employees, and channel partners rich, personalized, and engaging experiences every time.

Not every Content Management System (CMS), Digital Asset Management (DAM) or Document Presentment application is designed to address the complexities and speed that organizations need today. To prosper, you must think not just mobile first, but AUDIENCE first -  be bold, enforce brand consistency, and engage in social communications through community-driven websites all to improve marketing, sales and customer service. OpenText software systems are designed to assist in delivering your digital presence and the correspondence that enables you to amplify your online marketing strategy, manage your global brand, embrace social business, and produce effective customer communications.

Featured Products

OpenText Tempo Social

Create a social workplace, augment your social marketing activities, and build a more social intranet to improve collaboration, enrich user experience, and extend communications.

  • Connecting with user, partners and customers through conversation
  • Getting closer to customers in a way that drives cost efficiencies
  • Integrating business functions with the social infrastructure!
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OpenText Media Management

Every company is a media company today, using rich media, images and video to communicate with partners, customers, staff and other constituents. Whether studios, retail, insurance, finance, banking, energy, manufacturing or other enterprises - you have information to share, a story to tell and something to sell. OpenText can help securely manage your digital media assets, brands and valuable IP to increase productivity, reduce costs, manage, repurpose and automate content publishing and delivery, enabling new ways to communicate and generate new revenue streams.

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OpenText Web Experience Management

Create and deliver dynamic, targeted interactions across multiple touch points with this solution built for high-performance, enterprise-scalable, and transaction-oriented web applications.

  • Leverage responsive design to display content consistently across mobile devices
  • Increase revenue by satisfying customers with compelling experiences and meaningful conversations
  • Take advantage of every customer touch point with device neutral, content-centric experiences 
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Business Needs

The OpenText Experience Suite combines content and process to deliver optimized, continuous and connected customer experiences that help increase engagement, drive revenue and maximize Customer Lifetime Value.

Customer Journey Infinity Diagram

The CEM market is of strategic importance to organizations today. According to a 2015 article from McKinsey & Company, developing a customer experience strategy is one of the top 3 initiatives for 90% of CEOs.1 And as stated by analyst Brian Solis in "The 2016 State of Digital Transformation,” of 500 participating digital strategists who were responsible for digital transformation, 55% cite “evolving customer behaviors and preferences” as the primary catalyst for change.2

The OpenText Experience Suite and Experience Extensions are uniquely suited to help organizations maximize customer lifetime value from marketing to customer service. In our Digital Age, organizations are seeking ways to reinvent how they market, strengthen their brand, manage their assets, and provide compelling customer experiences that reach the right customer, with the right content, at the right time. CEM is the foundation for Continuous Customer Engagement with distinct capabilities related to marketing optimization, streamlined purchasing, customer contact interaction and voice of the customer solutions. OpenText delivers the products and solutions that drive business outcomes for Customer Experiences that are:

      • Engaging:  Design experiences that delight customers, nurture closer relationships, and engage them at every step of the decision journey to drive brand loyalty, revenue, and customer lifetime value.
      • Continuous:  Successfully scale and connect many customer journeys and data from marketing to customer service to deepen the organizational understanding of customers and improve the customer’s experience across departments and channels. Continuously adapt to customer needs and make real-time adjustments that achieve massive improvements in cost, brand health, actionable insights, and customer satisfaction.
      • Optimized:  Go beyond optimizing a single interaction to automatically personalize at scale and make recommendations to customers for better customer engagement and increased returns on marketing investment. Optimize all complex operational content and process issues that lead to greater synergy and customer engagement.  

1 Joao Dias, Oana Ionutiu, Xavier Lhuer, and Jasper van Ouwerkerk. “The Four Pillars of Distinctive Customer Journeys”, mckinsey.com, September 2016. http://www.mckinsey.com/business-functions/digital-mckinsey/our-insights/the-four-pillars-of-distinctive-customer-journeys

2 Brian Solis. “The 2016 State of Digital Transformation”, prophet.com, 2016. http://www2.prophet.com/The-2016-State-of-Digital-Transformation

Products

Experience Suite Platform

Digital Asset Management

The proven, tested enterprise Digital Asset Management (e-DAM) solution that accelerates the workflow-driven creation, collaboration, production and distribution of digital media.

  • Customizable, Browser-based Portal
  • Any number of “consumer users” to read, search, view, browse and download
  • Embedded File Acceleration to transfer large files faster
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Customer Communications Management

Enhance customer relationships and value by enabling automated and interactive communications of business-to-business (B2B) and business-to-consumer (B2C) organizations.

  • Personalize touchpoints for 1-on-1 contact in mass produced documents
  • Simplify and automate document handling
  • Improve communication adoption rates
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Web Content Management

Create and deliver dynamic, targeted interactions across multiple geographic touch points with this comprehensive solution built for high-performance, enterprise-scalable, and transaction-oriented Web applications.

  • Leverage responsive design to display content consistently across mobile devices
  • Increase revenue by satisfying customers with compelling experiences and meaningful conversations
  • Take advantage of every customer touch point with device neutral, content-centric experiences.
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Marketing Optimization

Design digital experiences that delight customers, nurture closer relationships, and engage them at every step of the decision journey to drive brand loyalty, revenue, and customer lifetime value.

  • Optimize and personalize one-on-one interactions with your web and mobile site visitors to maximize online revenue, sales, conversion rates, and other business KPIs
  • Prove marketing ROI for digital commerce, assets, campaigns, and customer experiences
  • Structure a conversion rate optimization program with the right tools, planning, and strategic guidance
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Contact Center Workforce Optimization (WFO)

OpenText workforce optimization (WFO) solutions drive continuous contact center and back office workforce performance and customer service improvements. The fully integrated OpenText™ Qfiniti product suite offers fulltime call recording, workforce management, quality monitoring, process automation, liability recording, coaching and eLearning, and post-interaction surveys.

  • Maintain consistent quality measurement and provide fast, effective coaching with automated reporting
  • Manage regulatory demands with intelligent masking and muting with metadata attach
  • Drive continuous process optimization with real-time agent guidance and desktop automation
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Experience Analytics

Leverage real-time analytics in visual dashboards and reports inline with your digital media asset, web and communication authoring workspaces.

  • Marketing can optimize content publishing to meet audience preferences
  • Business users gain insight into the digital customer journey for data-rich communications and web content
  • Digital strategists can understand trends in big data and engage predictive modeling to make forward-looking decisions 
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Resource Center

OpenText Experience Suite in Action

See how OpenText Experience Suite fuels omni-channel commerce, no matter what product you’re selling.

Experience Suite Resources

 OpenText™ Experience Suite Executive Brief

 OpenText Experience Suite Platform Product Overview

 White Paper: Why You Should be Delivering a Continuous Connected Digital Experience

 White Paper: The OpenText Platform for Delivering a Connected Customer Journey

Transform Your Experience

Download the solution brief to learn how our Customer Experience Consulting team can help you in your upgrade and modernization journey.

The OpenText Family

OpenText has welcomed a number of products into the OpenText brand family. For a complete list of previous product names that are now part of OpenText, see:

See All Rebranded Products