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Customer Experience Management (CEM) software

Create customers for life with intelligent and connected omnichannel experiences, while optimizing operations

Watch and learn how the OpenText™ Experience platform transforms the customer experience.

What is customer experience management?

Customer experience management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed their expectations for greater customer satisfaction, loyalty and advocacy.

Customer experience management platforms offer a set of solutions to create and deliver omnichannel experiences and track customer interactions throughout their journey. They help organizations collaborate better and execute faster to deliver highly personalized experiences, at scale.

Experience platform overview

OpenText Customer Experience Platform empowers Marketing and Line-of-Business teams to augment the current systems of record, such as MRM, CRM and ERP, capabilities to intelligently create, individual experiences for true data driven omnichannel experiences at scale.

OpenText Experience Cloud Edition solutions are available on-premises and in the Cloud to offer the freedom and flexibility organizations need to deploy their solutions quickly.

Преимущества программного обеспечения CEM

  • Web Content Management (WCM)

    Delivers visual, modern customer experiences both pre- and post-login that are personalized, engaging and profitable. Optimizes processes for managing and delivering content to the web, mobile devices or other media channels to connect employees, partners and customers with the information they need.

  • Customer Communications Management (CCM)

    Enables personalized, omnichannel communications at scale, driven by business users and business rules, to enhance customer journeys. Optimizes the design, management and delivery of physical and digital ultra-personalized, consistent and compliant communications, such as invoices, letters, customer correspondence, statements, policies, and contracts.

  • Forms Automation

    Optimizes customer information capture, validation, processing and management with improved form-based processes for enhanced productivity and customer experiences.

  • Experience Analytics

    Uses powerful data visualization software to provide real-time business analytics reports along with customized dashboards that offer actionable insights into customer experiences across the customer journey.

  • Digital Asset Management (DAM)

    Manages virtually any digital data format, including video, images, audio, 3D files, presentations and more. Accelerates digital media creation, collaboration, production, storage and distribution across the ecosystem of authorized employees, users and partners. Enables digital assets tagging with searchable metadata for easy retrieval, sharing, reviewing and editing.

  • Voice of the Customer

    Provides actionable insight through customer behavior analytics and interactions through call recording analysis, email communications, social media and more.

  • Workforce Optimization

    Helps drive significant workforce performance and customer service improvements across the call center with fulltime call recording, workforce management, contact center coaching, quality assurance training, call scoring, interaction analysis, and post call surveys.

  • Marketing Optimization

    Maximizes online conversion and revenue with personal and optimized customer experiences on any device through a/b testing, multivariate testing and geo targeting tactics.

Customer success stories

Какие преимущества дает программное обеспечение CEM?

  • Delight customers

    Design and implement customer experiences that engage customers engage and build closer relationships by continuously evolving, refining and improving their experience.

  • Integrated system of engagement

    Drive value across the organization by automating the creation and distribution of information, media, customer contact programs and more in one solution.

  • Connected experiences

    Ensure the entire customer journey is addressed through complex data manipulation and sophisticated data integrity and governance capabilities—even within heavily regulated industries.

  • Speed time to market

    Get to market up to 85% faster with powerful content management, customization and integration tools as well as powerful collaboration workflows.

  • Automate and optimize customer engagement

    Personalize customer experience automatically and at scale to improve customer engagement and return on investment.

  • Insight out of the box

    Gain insight from all data created within each customer journey to continuously improve your customer experience capabilities with embedded advanced analytics.

CEM Software Products

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Delivering the continuous, connected customer journey

 

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