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Hantering av kundupplevelser (CEM)

Skapa varumärkeslojalitet genom konsekventa och riktade kundupplevelser med OpenText Customer Experience Management (CEM) programvarulösningar.

Ta reda på hur OpenText kan hjälpa dig

  • Översikt
  • Affärsbehov
  • Produkter
  • Resurscenter

Översikt

Customer Experience Management Software Suite

OpenText Experience Suite erbjuder verktyg som förbättrar tiden till marknaden genom att ge kunder, personal och kanalpartners rika, personliga och engagerade upplevelser.

Inte alla system för innehållshantering (CMS), digitala tillgångar (DAM) eller applikationer för dokumentpresentation är utformade för att hantera den komplexitet och snabbhet som organisationer behöver idag. För att företaget ska blomstra måste du inta bara tänka mobilt utan först publik. Var djärv, driv varumärkeskonsistens och utöka den sociala kommunikationen genom nätverksdrivna webbplatser och förbättra på så vis marknadsföringen, försäljningen och kundservicen. OpenTexts programvarusystem är utformade för att hjälpa till med din digitala närvaro och den korrespondens som gör att du kan förstärka din marknadsföringsstrategi på nätet, hantera ditt globala varumärke, omfamna socialt företagande och skapa effektiv kundkommunikation.

Produktpresentation

OpenText TeamSite

As the Experience Suite Application for WCM, OpenText™ TeamSite addresses the entire customer lifecycle and helps you create exceptional digital experiences in four ways:

  • TeamSite allows you to optimize and personalize content across all channels pre, during, and post-sale
  • TeamSite is open flexible and connected to maximize the value of all your existing marketing investments
  • TeamSite provides a modern marketer and line-of-business focused user experience
  • TeamSite delivers leading cost efficiency balanced with the agility your enterprise needs
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OpenText Qfiniti

Enterprise contact centers around the globe rely on OpenText™ Qfiniti for fulltime call recording, robust workforce optimization (WFO) and advanced cross-channel analytics. The fully integrated Qfiniti products optimize performance management, liability recording and archiving, workforce management, desktop analytics, and Voice of the Customer (VoC) insight.

  • Centralized management of enterprise-wide quality performance
  • Greater efficiency through a fast and precise evaluation process
  • Flexible evaluation planning, measurement, and analysis across all customer interaction channels (email, phone, web, chat)
  • Proven ROI benefits, such as higher agent productivity and enhanced customer satisfaction
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OpenText Exstream

Allows business users to optimize customer engagement through the design and delivery of ultra-personalized, consistent, compliant, communications–delivered anytime, anywhere. With on-premises and Cloud deployment options, Exstream is scalable to fit the needs of any department or complex enterprise environment. Exstream allows you to:

  • Reduce costs
  • Get to market faster
  • Increase customer loyalty and engagement
  • Ensure compliance
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Affärsbehov

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

Produkter

Experience Suite Platform

Hantering av digitala tillgångar

Den beprövade lösningen för företagshantering av digitala tillgångar (e-DAM) som påskyndar arbetsflödesdrivet skapande, samarbete, produktion och distribution av digital media.

  • Anpassningsbar, webbläsarbaserad portal
  • Valfritt antal "konsumentanvändare" som kan läsa, söka, visa, bläddra och hämta
  • "Embedded File Acceleration" för att överföra stora filer snabbare
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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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Webbinnehållshantering

Skapa och leverera dynamiska, riktade interaktioner över flera geografiska beröringspunkter med en omfattande lösning byggd för hög prestanda, skalbarhet och transaktionsorienterade webbapplikationer.

  • Utnyttja responsiv design för att visa innehåll på ett konsekvent sätt över mobila enheter
  • Öka intäkterna genom att tillgodose kunderna med övertygande erfarenheter och meningsfulla konversationer
  • Utnyttja alla kundberöringspunkter med enhetsneutrala, innehållscentrerade upplevelser
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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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Hantering av kundkommunikation

Förbättra kundrelationer och värde genom att möjliggöra automatiserad och interaktiv kommunikation business-to-business (B2B) och business-to-consumer (B2C).

  • Anpassa beröringspunkter för individuell kontakt i massproducerade dokument
  • Förenkla och automatisera dokumenthanteringen
  • Förbättra utnyttjandegraden för kommunikation
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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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Resurscenter

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.

OpenText-familjen

OpenText har välkomnat ett antal produkter i OpenTexts varumärkesfamilj. För en fullständig lista över tidigare produktnamn som nu ingår i OpenText, se:

Se alla produkter med nytt namn