Experience Suite from OpenText to Drive Omni-Channel Experience
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Experience Suite from OpenText to Drive Omni-Channel Experience

By CIOReview | Monday, May 19, 2014

WATERLOO, Ontario: OpenText, a provider of Enterprise Information Management (EIM), has announced the availability of its Experience Suite enabling organizations to design, develop and deploy rich omni-channel experiences that drive customer interactions anytime, anywhere, on any device, with any content. An integrated suite of products delivered through a common platform, Experience Suite manages media, web, social and interactive content to deliver a consistent user experience, while adhering to an organization's information governance policies and regulatory requirements.

The Experience Suite is a platform to create, curate and manage media, web, documents, social and any other digital assets that need to be presented to an audience. Integration with OpenText's acclaimed ECM capabilities makes Experience Suite a unique platform for seamless, comprehensive information flows – creation, publication, distribution, analysis and archiving of content. Supporting a wide variety of content types and the flexibility to aggregate, personalize and individually deliver information to a specific audience member, Experience Suite enables a faster and more precise information flow throughout the organization.

"The Experience Suite is unique in its ability to accommodate a wide variety of development styles, including packaged applications, application assembly and configuration with pre-built components, model-driven development with process and case modelers, and code-level development APIs, tools and resources," said Muhi Majzoub, senior vice president of engineering, OpenText. "The elegance of the architecture supports the flexibility of an adaptive content management strategy while publishing the content to a network of device types and formats using responsive design. With Experience Suite, we are enabling companies to amplify their online strategy, manage their global brand, embrace social business and even produce effective customer communications through an integrated platform."

According to Forrester Research Inc.'s March 2014 The Future of Business Is Digital report, "While 74% of business executives say their company has a digital strategy, only 15% believe that their company has the skills and capabilities to execute on that strategy. A piecemeal strategy of bolting on digital channels or methods is no longer sufficient. Instead, you must think of your company as part of a dynamic ecosystem of value that connects digital resources inside and outside the company as needed to compete. You must harness digital technologies, both to deliver a superior customer experience and to drive the agility and operational efficiency you need to stay competitive."

The Experience Suite platform accelerates the ability to adapt information and offers secure, consistent and compelling interactions across multiple channels to address digital marketing, customer service, social communities and brand management initiatives. The Experience Suite platform includes:

Web Experience Management (WEM)—Dynamic web content management system that drives exceptional and personalized online experiences by delivering meaningful and relevant content.

Portal—Improve engagement with employees, partners, and customers through highly interactive, personalized, and contextual online experiences.

Media Management—Digital asset management solution that provides secure, cost-effective, and efficient control of rich media assets across multi-channel platforms.

Tempo Social—Safe, compliant, and easy-to-use business environment to socially-charge current business processes for an engaging user experience.

Customer Communication Management—Automated, rules-based customer communication experience that enables organizations to create, produce, and distribute personalized communication across all channels including print, email and SMS.

AppWorks Gateway—Provides a common RESTful API across the full set of OpenText EIM products and the capability to build managed EIM applications that work on any device.

eCommerce Framework—Sample eCommerce components and templates enrich the omni-commerce model for rich media and personalized online experiences.

"Combining OpenText's ability to create and curate content with OpenText's B2B targeting and personalization platform allows corporations to deliver targeted experiences across the entire buying cycle starting with the first visit, which happens way before the hand-raise," said Amit Varshneya, vice president of consulting at Demandbase. "The Demandbase integration provides users a centralized location to create a simplified strategy for sophisticated B2B segmentation and targeting capabilities."

The Experience Suite Platform has a new set of REST APIs that facilitate a connected ecosystem and social outreach. The new release of Experience Suite incorporates integrations with e-commerce vendors such as hybris software, (Read about hybris' new marketing solution) an SAP company, localization tools such as Translations.com; Demandbase, a B2B targeting and personalization platform; and unique user generated content via This Moment to personalize the customer's experience and extend their customer lifecycle from marketing into the support and sales relationship channels.