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CEM (Customer Experience Management - gestão de relacionamento com o cliente)

Gere melhores resultados comerciais ao proporcionar a seus clientes experiências ricas, personalizadas e envolventes.

Learn More About How OpenText Can Help You

  • Visão geral
  • Necessidades comerciais
  • Produtos
  • Central de recursos

Visão geral

Visão geral da Experience Suite

Como parte do Gerenciamento de informações empresariais (EIM - Enterprise Information Management) da OpenText, a Gestão do relacionamento com o cliente (CEM - Customer Experience Management) é focado em fornecer uma plataforma empresarial e aplicativos de negócio para dirigir o tempo melhorado para comercialização. OpenText Experience Suite é um pacote integrado de produtos CEM entregues como uma plataforma detalhada para gerenciar o conteúdo de mídia, web, social e interativo para entregar uma experiência consistente do usuário através dos múltiplos canais. Enquanto isso, adere a requisitos normativos e políticas de controle de informações de sua empresa. 

Organizações atuais voltadas para o cliente têm abraçado os principais recursos CEM para:

  • Criar rapidamente aplicativos de negócios para suprir as necessidades de marketing digital, autoatendimento do cliente, comunidades sociais e gestão de marcas.
  • Adaptar as informações e orquestrar interações seguras, consistentes e convincentes através de múltiplos canais e dispositivos.
  • Dirigir e inovar experiências para responder a comentários de mercado e oportunidades, acelerando o tempo de comercialização.
  • Acelerar a curadoria de mídia colaborativa, criação e personalização para garantir que cada usuário obtenha a melhor experiência possível em cada ponto de interação.

 

Produtos em destaque

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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Necessidades comerciais

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

Produtos

Plataforma Experience Suite

Gestão de Documentos Digitais 

A solução empresarial e-DAM (Digital Asset Management - gerenciamento de ativos digitais) testada e comprovada que acelera a criação, colaboração, produção e distribuição de mídia digital movidas pelo fluxo de trabalho.

  • Portal personalizável, baseado em navegador
  • Qualquer número de “usuários consumidores” para ler, pesquisar, visualizar, escolher e baixar
  • Aceleração integrada de arquivo para transferência mais rápida de arquivos maiores
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Gestão da comunicação com o cliente

Aprimore o relacionamento com o cliente e o valor habilitando comunicações interativas e automatizadas nas organizações, entre empresas (B2B) e entre empresa e cliente (B2C).

  • Personalize pontos de toque para contato 1 a 1 em documentos produzidos em série
  • Simplifique e automatize o gerenciamento de documentos
  • Aumente as taxas de adesão à comunicação
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Gestão do conteúdo web

Crie e forneça interações dinâmicas e direcionadas por múltiplos pontos geográficos de contato, com essa solução abrangente criada para aplicativos web de alto desempenho, escaláveis para toda a empresa e voltados a transações.

  • Aproveite as vantagens de um design sensível para exibir conteúdo de modo consistente nos dispositivos móveis
  • Aumente as receitas satisfazendo os clientes com experiências motivadoras e conversas significativas
  • Tire vantagem de cada ponto de contato de cliente com experiências centradas em conteúdo, que funcionam igualmente com qualquer dispositivo.
Saiba Mais

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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Intelligent Forms Automation

Enhance customer experience and digitize your forms-based information collection, validation and processing with Intelligent Forms Automation. Intelligent Forms Automation is an enterprise solution that enables organizations to:

  • Handle persisting paper forms as part of the digital transformation journey
  • Design rich, responsive e-forms via WSIWYG interfaces to move information collection online
  • Reduce data entry costs and drive information accuracy
  • Enhance customer experience and drive downstream digital communication
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Central de recursos

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.

A FAMÍLIA OPENTEXT

A OpenText recebeu diversos produtos na família de marcas OpenText. Para obter uma lista completa com os nomes de produtos anteriores que agora fazem parte da OpenText, consulte:

Veja todos os produtos renomeados