CCM

Master Your CCM Strategy with OpenText™ Exstream™

4 min read

Today’s enterprises are faced with the critical challenge of adapting their communication strategies for an evolving customer base that expects relevancy. In this landscape, OpenText™ Exstream™ emerges as a solution that enables organizations to craft personalized, contextually driven communications that will support them in mastering their customer communications management (CCM) strategy.

OpenText Exstream enables scalability and flexibility through the following features:

  • A cloud-native platform: Gartner predicts an 85% cloud-first adoption by 2025. OpenText Exstream aligns with this trend, offering a cloud-native platform that supports on-premises, hybrid, or cloud deployment.
  • A hybrid approach: It allows a hybrid approach, facilitating content migration at the organization's pace while retaining on-premises investments. This fosters digital transformation and unleashes resources for innovation.

Compliant Communications

OpenText plays a crucial role in maintaining compliance by providing robust tools and features within its solutions. Firstly, it facilitates compliance through centralized content management, ensuring that documents adhere to regulatory standards. The platform supports version control and audit trails, allowing organizations to track changes and maintain a comprehensive history of document revisions.

OpenText Exstream's document automation capabilities streamline processes, reducing the risk of errors and ensuring consistency in compliance-related communications. It also contributes to compliance by offering security features that protect sensitive information. Access controls, encryption, and secure document delivery mechanisms safeguard confidential data, mitigating the risk of unauthorized access or data breaches.

Operational Efficiency

  • Streamlining processes: OpenText Exstream streamlines document processes, in addition to integrating and automating document creation, management, and delivery. It reduces manual efforts, optimizes workflows, and contributes to operational efficiency.
  • Real-time tracking: The platform offers real-time tracking and reporting, enabling organizations to analyze performance metrics, identify areas for optimization, and refine communication strategies.

Data Security

  • Security enhancements: OpenText Exstream prioritizes data security with fixes and updates, including third-party library updates like OpenSSL. New features make it possible to safeguard critical information and integrate with Azure Information Protection to ensure advanced security.
  • Real-time protection: Existing features, like Dynamic Security Clearance, monitor attributes in real-time, protecting information from internal security threats and ensuring authorized access.

Seamless Integration

OpenText Exstream can integrate with various applications like ERP, CRM, and the OpenText Experience Cloud. The platform offers native message delivery across channels like email, SMS, voice, and print, and can support functions such as digital asset management, web portals, journey orchestration, customer profile data, and archive/retrieval. It also provides pre-built integration with OpenText Notifications, enabling the creation and delivery of customer-centric messages through a single platform. Examples of applications that can be integrated with OpenText Exstream for content archiving and retrieval include SAP, Oracle, Microsoft Dynamics, Salesforce, OpenText Experience Platform, and OpenText Archive Center.

Personalization

  • Data-driven personalization: OpenText Exstream taps into data from CRM and ERP systems and social media platforms. It then uses this data to comprehend customer preferences and purchase history, forming the foundation for data-driven personalization.
  • Dynamic content insertion: OpenText Exstream supports dynamic content insertion in communications, allowing for tailored content based on individual customer profiles.
  • Real-time personalization: The OpenText Exstream platform harnesses real-time data to deliver hyper-personalized communications. To ensure relevancy and timeliness, it also adapts communication strategies in real-time based on ongoing customer interactions.

Omnichannel Delivery

  • Channel-specific templates: OpenText Exstream provides a library of channel-specific templates that are designed for different channels, such as email, direct mail, mobile, and web.
  • Omnichannel orchestration: OpenText Exstream provides a centralized platform for managing omnichannel campaigns.
  • Omnichannel analytics: OpenText Exstream provides comprehensive analytics that track the performance of omnichannel campaigns. This data can be used to identify which channels are most effective for different types of communications and to optimize campaign performance.

Inclusive Communication

  • Text-to-speech functionality: OpenText Exstream promotes inclusivity with text-to-speech functionality, converting text-based content into spoken words. This caters to users with visual impairments or those who prefer auditory content consumption.
  • Semantic tagging and alternative text generation: Employing semantic tagging and alternative text generation, the platform enhances the understanding of document structure and content, making the experience meaningful for users with disabilities.
  • Accessibility validation and correction: Tools for accessibility validation and correction empower content creators to identify and rectify potential issues, ensuring compliance with accessibility standards.

OpenText Exstream navigates the complexities of modern communications. From scalability to operational efficiency to data security and inclusive communication, OpenText Exstream offers a comprehensive suite of tools that elevates your communication strategies and offers an enhanced customer experience. Embrace the future of communications with OpenText Exstream and empower your organization to thrive in the ever-evolving business landscape.