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OpenText Experience 16

OpenText Experience 16 helps maximize customer lifetime value with intelligent and connected experiences that optimize and personalize enterprise interactions at every point along the customer journey.

Artificial Intelligence and process automation offer organizations a way to better understand the customer at every stage of their journey—a journey that is comprised of an infinite number of potential interactions. Experience 16 offers a foundation for customer engagement with distinct capabilities related to marketing optimization, streamlined purchasing, customer contact interaction and voice of the customer solutions.

The customer journey has grown more complex and requires an omni-channel strategy that cuts across devices and technologies to ensure a rich customer experience. Experience Suite 16 addresses better engagement with customers, insight into digital content marketing asset usage and trends and better innovation of business applications in the cloud. With Experience Suite 16, creating, managing and publishing content to deliver exceptional customer experiences has never been easier.

Watch and learn how to build a platform for digital transformation with Experience Suite

What’s new in Release 16

Artificial intelligence (AI) is driving the next wave of business transformation. With its ability to influence customer engagement, intelligent automation helps build brand loyalty with consumers with innovative and personalized experiences across all channels. Creative teams and contact center agents need powerful cloud-ready digital experience platforms to help deliver on the promise of AI. Experience Release 16 delivers a platform for intelligent and connected experiences to address digital transformation initiatives.

Engage contact center employees with OpenText Qfiniti directly from the AWS Marketplace

Allows AWS customers using Amazon Connect to gain access to Qfiniti directly in the AWS Marketplace making it easy to buy, deploy and begin engaging their contact center employees.

Simple yet powerful form design for OpenText™ LiquidOffice

Manage customer submissions quickly with access to forms within the LiquidOffice Portal and quickly share access to forms using email.

OpenText TeamSite, now powered by OpenText Magellan, provides shared services for vocabulary and knowledge base management

Standardize on a set of vocabulary and knowledge bases not only in TeamSite but across all digital assets.

OpenText Exstream improves orchestration to determine next best action at every touchpoint

Enhanced execution of omni-channel communications in Exstream improves orchestration for automated tracking, analysis and response to facilitate engaging conversations.

OpenText Content Hub for Publishers enables easily designed custom dashboards with personalized layouts

Gives users tools to better plan for content publishing including flexible calendars and the ability to track budget, resources and status against deadlines.

  • Digital engagement

    Digital engagement

    Effectively engaging users in the digital medium of their choice is how organizations differentiate themselves. Capture user attention with personalized quotes from Salesforce®, vibrant images and unified styling across mobile apps, print, web or emailed communications.

  • Optimized production

    Optimized production

    Digital transformation inside the enterprise can radically increase productivity through integrating business processes and applications for their employees, teams and partners. Whether you work with one creative agency or a dozen, easily bring their beautiful designs to life on your website, automatically right-sized for the device and translated for global reach.

  • Intelligent insight

    Intelligent insight

    From strategic marketing to customer service, organizations have exhaustive data about their customers, including transaction histories, mobile app usage data, contact center records and other sources. IT often exists in silos, and liberating it is perceived as costly and resource intensive. Address these challenges head-on with analytical insights that make it easy to improve campaign messaging, targeting ROI and customer satisfaction.

  • Connected Experiences

    Connected experiences

    Where decisions are made in a moment, voice of the customer programs help to bring consumers back into a buying environment while they are motivated to extend their purchasing journey or gain information from a trusted source.

Experience portfolio

  • Digital Asset Management

    OpenText Media Management provides leading enterprise Digital Asset Management (DAM) capabilities that accelerate the workflow-driven creation, collaboration, production and distribution of digital media.

  • Web Content Management

    TeamSite connects employees, partners and customers with the information they need with optimized processes that manage and deliver content to the web, mobile or other media channels to elevate digital strategies by delivering modern, personalized, engaging and profitable visual customer experiences, both pre- and post-login.

  • Intelligent Forms Automation

    LiquidOffice and OpenText TeleForm seamlessly automate the capture and processing of information using paper and electronic forms to drive interaction with customers and employees, ensure information is accurate and routed immediately to its destination.

  • Customer Communications Management

    Exstream optimizes customer engagement through the design and delivery of ultra-personalized, consistent, compliant communications that enhance customer journeys—delivered anytime, anywhere.

  • Contact Center Workforce Optimization

    Drive continuous contact center and back office workforce performance and customer service improvements with fulltime call recording, workforce management, quality monitoring, process automation, liability recording, coaching and eLearning and post-interaction surveys.

  • Analytics

    OpenText Experience Analytics makes it easy for digital content owners to improve their campaign messaging, targeting ROI and customer satisfaction by liberating the business value hidden in their exhaustive customer data, including transaction histories, mobile app usage data, contact center records and other sources.