Every day, dm opens its doors to more than two million customers in Germany. We also have an extensive retail footprint across Europe, offering health and beauty products through 4,000 stores across 14 countries.

At dm, employee wellbeing is part of our DNA. We’re always looking for new ways to empower each of our 89,100 employees to make dm an even better place to work. To put that philosophy into action, we give people in back-office teams a chance to experience customer-facing roles in our retail stores.

Some years ago, I took time out from my enterprise content management (ECM) duties to work at one of our stores. It was a brilliant opportunity to see first-hand how our teams use our digital systems to support their work.

Recognizing opportunities for innovation

My time working in-store gave me many valuable new ideas about how we could improve the employee experience and reduce manual workload for our colleagues, so they can spend more time on value-added customer service interactions.

For example, our in-store teams used to manually collate and send paper documents such as delivery receipts and supplier invoices from our stores in Germany back to our headquarters. Then, colleagues in our central back-office departments would manually re-key the information into our SAP systems to make sure key data was available for other business processes. It was time-consuming, repetitive work.

There were also challenges with document-driven processes in other parts of the organization. Previously, some teams relied on a mixture of shared folders, email inboxes, and phone calls to collaborate on tasks. This led to challenges in terms of transparency and insight into status information, making it difficult to respond to specific requests. Version control was also tricky, and it was hard to avoid duplication of effort.

In total, we store around 80 million documents across the business, and that number is growing steadily year-on-year. To take control of that data, we looked to consolidate and streamline document management across the business.

Taking a fresh approach to document management

Around the same time, we were embarking on another digital transformation project. One of the main goals of the project was to move our country-specific instances of SAP ERP to a single global SAP Retail solution. This transformation will pave the way for our migration to SAP S/4HANA. The driving motivation for all of this was the harmonization of processes and maintaining a future-proof technology platform. It was the perfect opportunity to modernize our approach to document management.

When we evaluated the capabilities of OpenText Content Management for SAP Solutions and OpenText Core Archive for SAP Solutions, we knew that they would be an excellent fit for our needs. Both solutions can be tightly integrated with SAP, including SAP Fiori mobile apps. And with OpenText Content Cloud, we can enhance our document management capabilities while reducing maintenance and management workload.

Harnessing cloud solutions and industry best practices

Working with OpenText Professional Services and a consulting partner allowed us to implement the new solutions very quickly and efficiently. By using tools and accelerators from OpenText FasTrak Migration and FasTrak Move & Modernize, we consolidated over 80 million existing documents on the new platform on time and within budget. That was a big achievement for such a large and complex migration project.

By leveraging the integration capabilities of our OpenText and SAP solutions, we’ve transformed the way we store, manage, and archive documents across our business. For example, our in-store employees now use an SAP Fiori app to take photos of delivery receipts and supplier invoices from their mobile devices. Using digital workflows, we can capture the relevant data and bring it into SAP Retail in real time. Not only are we eliminating manual, repetitive work, but we’re also making information available to the business faster than ever.

Replacing information silos with a central, secure document management solution is also making it much easier for other teams to collaborate. For example, our product and quality teams can now work together on shared documents in the cloud, facilitating full transparency and always up-to-date status information.

Planning for an AI-powered future

Looking ahead, we’re excited to build on what we’ve achieved. We plan to expand our OpenText solutions to our international business units, and to explore how we might use generative AI technology to automate more tasks and unlock productivity improvements.

To learn more about how we worked with OpenText to boost the efficiency of document-driven business processes, read our case study.

The post Inspiring people with creativity, curiosity, and new solutions  appeared first on OpenText Blogs.

Let’s face it: plain old SMS is starting to feel... well, a little 2005. Customers today expect more from their omnichannel messaging experiences — and guess what? OpenText™ Core Messaging is stepping up in a big way. 

We’re excited to announce that rich communication channels such as WhatsApp and RCS are on the horizon — and they’re bringing with them a whole new world of interactive, secure, visually rich business messaging. 

What’s new? It’s not just text anymore 

Say goodbye to boring SMS text threads. With WhatsApp and RCS (Rich Communication Services) Business Messaging, you’ll be able to deliver: 

• Media-rich content (images, videos, maps!) 
• Location sharing 
• Quick reply buttons 
• Cards and carousels that let users browse, book, or buy — all in one chat 

It’s not just messaging. It’s an interactive experience. Whether you’re confirming an appointment, promoting a new product, or helping someone book a service — everything happens inside one sleek, seamless conversation. 

Security? It's built right in 

Worried about spam or sketchy senders? Don’t be. 

• WhatsApp Business requires strict Meta-verified registration — you have to prove you're legit before you can message at scale. 
• RCS, backed by Google, has its own vetting standards to keep bad actors out. 
• And while OpenText Core Messaging gives you seamless access to both platforms — we just make sure you're plugged into the right, verified ecosystem. 

Your messages? Safe. Your brand? Trusted. Your customers? Confident. 

Why it matters — especially to Gen Z (and the rest of us) 

Let’s be real: Gen Z doesn’t just want to receive a message — they want to interact with it. Scrollable carousels, tappable replies, media-rich previews... it’s the new standard. 

These upcoming features are purpose-built for the next generation of digital customer experiences — and businesses that adopt them early will stand out in a sea of static text. 

TL;DR: Messaging, but make it awesome 

With WhatsApp and RCS channels, OpenText Core Messaging will help you: 

• Engage customers where they are 
• Create richer, smarter, automated conversations 
• Build trust with verified, secure interactions 
• Drive better outcomes (and look really good doing it) 

So go ahead — ditch the dusty SMS templates and step into the future of omnichannel messaging. Your customers (and your ROI) will thank you. 
 
Want to be among the first to roll out rich messaging at scale? Stay tuned — the future of business messaging is arriving soon, and it’s looking very good. 

The post Messaging just got a major glow-up appeared first on OpenText Blogs.

OpenText and Salesforce have been innovating together since 2016, integrating our leading content management solutions for Salesforce to empower Sales and Customer Service teams with 360-degree customer view and process automation. Now, we’re elevating our solutions with GenAI to deliver smarter, more efficient workflows. 

AI adoption surges, driving the need for trustworthy data

AI is transforming Sales and Service: 83% of AI-powered sales teams saw revenue growth, and 93% of service teams report time and cost savings [1]. But with AI adoption surging, 98% of Sales leaders stress the need for accurate, secure, and compliant data [1]. OpenText Content Cloud solutions provide the foundation for trustworthy AI, further strengthening our integrated solutions with Salesforce. 

OpenText and Salesforce: Advancing AI innovation

Last year, we integrated OpenText™ Content Management for Salesforce and OpenText™ Core Content Management for Salesforce with OpenText™ Content Aviator, delivering AI-driven insights.  At Dreamforce 2024, OpenText was selected as a launch partner for the Agentforce Partner Network, showcasing how Content Aviator integrated with Agentforce speeds up claims processing.  Now OpenText is proud to lead as an AI innovation partner with our solution available on Salesforce’s new AgentExchange marketplace to deploy AI agents easier than ever.

Uncover AI insights to drive Agentforce actions

OpenText Content Aviator for Agentforce AI integration empowers Sales and Customer Service teams with AI-driven actionable insights to boost productivity and accelerate processes.  

OpenText Content Aviator extracts valuable AI-driven insights from unstructured data such as documents, contracts, emails and other sales and customer content in OpenText Content Management which is accessed directly in Salesforce. Agentforce then leverages this locked away critical business information to make informed, data-driven AI Actions to maximize efficiency.  

Key benefits:

• Find, summarize, and translate business workspace content, directly with Agentforce. For example, Sales representatives can summarize a customer buying trends and upsell products that resonate or a Customer Service agent can easily summarize and resolve a claim. 
• Seamlessly update your Salesforce information with Content Aviator insights, reducing manual entry and errors. 
• Interact with customers more intelligently: Personalize email responses with Content Aviator AI insights; then create and send it from Agentforce. 

Results:

• Sales teams close deals faster with AI-powered insights. 
• Customer Service delivers more accurate, personalized support to keep customers. 
• Claims processing becomes seamless and efficient. 

OpenText Content Aviator for Agentforce is integrated with OpenText Content Management CE 25.1 and will expand to OpenText Core Content Management SaaS in CE 25.3. 

Future AI integration strategy

AI innovation is accelerating, and we’re just getting started. Salesforce is a key strategic partner in OpenText’s overall AI-to-AI integration strategy, and this integration is the first phase.   

OpenText is expanding AI-driven Agent actions across the entire content lifecycle—from capture to management to delivery. Future enhancements will also include: 

• Additional AI agents for Sales and Service. 
• Industry-specific solutions, starting with banking and insurance use cases. 
• Bi-directional AI responses, blending insights from both AI systems for superior automation and data quality. 

The future of AI-driven customer engagement is here, and OpenText is proud to lead this transformation alongside Salesforce. 

Experience AI-powered efficiency

Explore OpenText Content Aviator for Agentforce on Salesforce AgentExchange, and visit the Salesforce AppExchange to see all our joint solutions.

The post Unlock the power of AI integration with OpenText and Salesforce appeared first on OpenText Blogs.

OpenText™ Content Aviator puts AI into the hands of business users to leverage conversational search, discover content, or even summarize a document or workspace, offering new ways to interact with content and extract knowledge. Content Aviator enables organizations to combine the power of generative AI and large language models (LLMs) with OpenText content services platforms, including OpenText™ Core Content Management, OpenText™ Documentum™ Content Management (CM) and OpenText™ Content Management (Extended ECM), to make document management, knowledge discovery, and business process automation more efficient, effective and intelligent.

March 2025: What’s new in Content Aviator CE 25.1

Announcing Salesforce Agentforce integration 

We're excited to announce the availability of our first phase of AI-to-AI integration between OpenText Content Aviator and Salesforce Agentforce. This new integration available for OpenText Content Management CE 25.1 empowers Sales and Customer Service teams with AI-driven enhanced actionable insights to boost productivity and accelerate processes. It enables users to:    

• Discover relevant information fast and easy: Find, summarize, and translate business workspace content, directly within Agentforce. For example, a Sales rep can summarize customer buying trends and upsell products that resonate or a Customer Service agent can easily summarize and resolve a claim. 

• Seamlessly update your Salesforce information with OpenText Content Aviator insights using AI-to-AI integration, reducing manual entry and errors. 

• Interact with customers more intelligently: Write personalized email responses in OpenText Content Aviator and send from Agentforce. 

With this integration between Agentforce and OpenText Content Aviator, sales teams gain content-driven insights to close deals faster; Customer Service responds more accurately and personally to retain customers; and claims are processed and resolved more efficiently.  

Find it on Salesforce AppExchange and on the just announced Salesforce AgentExhange marketplace.  

November 2024: What’s new in Content Aviator CE 24.4

OpenText Content Aviator is now integrated with OpenText™ Information Archive to revolutionize how IT data managers interact with legacy content and archived data. Through OpenText Content Aviator’s intuitive LLM-powered chat interface, users can easily access, retrieve, and summarize archived data using natural language.

The integration of OpenText Content Aviator with OpenText Information Archive provides rapid insights to unfamiliar archived content, greatly enhancing productivity while assuring sensitive and proprietary information remains secure and adheres to organizational security protocols. OpenText Content Aviator enables smarter, faster, and safeguarded data retrieval from archived systems, making it an indispensable part of the end-user experience when accessing vast amounts of legacy content. 

OpenText is also pleased to announce the availability of a new 30-day free trial that allows customers to experience the power of OpenText Content Aviator with OpenText Content Management (Extended ECM).  Customers receive their own dedicated, OpenText Content Aviator-enabled business workspace to upload their own sample documents specific to their own use cases in this completely self-service experience.  Try Content Aviator today!

July 2024: What’s new in Content Aviator CE 24.3

Customers using OpenText Content Management (Extended ECM) CE 24.1 and later on-premises can now deploy OpenText Content Aviator by accessing it through the OpenText Content Cloud in a hybrid configuration. This means no content must be migrated, but Aviator-related data and AI queries will use the cloud. Content Aviator is currently available on Google Cloud, but future 2025 releases will support Amazon Web Services and Microsoft Azure cloud configurations.  

OpenText is also pleased to announce the availability of a new interactive demo showcasing the power of Content Aviator with Extended ECM.  Customers can sign up for this risk-free demo and try Content Aviator with pre-built, out-of-the-box scenarios for Insurance, Real Estate and HR. This interactive experience allows customers to get started with Content Aviator immediately with the freedom and flexibility to ask their own questions and try all the latest features of Content Aviator such as summaries, translation, content generation and more, all at their own pace.  Additional scenarios and new features will be added to the interactive demo in future releases. 

October 2023: Introducing OpenText Content Aviator

Transform user productivity with an AI-powered intelligent assistant

OpenText is excited to introduce OpenText™ Content Aviator, an AI-powered intelligent assistant now available for OpenText Core Content (CE 24.1 release), Extended ECM (CE 24.2 release) and Documentum (CE 24.3 release) customers.  Content Aviator empowers business users with AI content management and the ability to leverage an interactive chat interface and conversational search to quickly discover  content, summarize or translate a document or workspace, and draft content such as emails. By quickly providing relevant answers to natural language questions, Content Aviator eliminates tedious, manual tasks to help you get work done – faster. 

The post What’s new in OpenText Content Aviator appeared first on OpenText Blogs.

Let's talk about relationships. No, not the kind that end with a heart-shaped box of chocolates (though we'll get to expensive gestures in a minute). We're talking about your relationship with your customers—and why ghosting them might be costing you more than a bad Tinder date.

Here's a sobering thought: businesses are losing $3.7 trillion globally each year due to poor customer experience and service.[1] That's a lot of broken hearts and empty wallets. And just like that ex who "could have made it work if only you'd tried harder," 80% of customers who walked away say they would have stayed if they'd received better treatment.[2]

The dating phase vs. the long-term commitment

We've all been there: putting our best foot forward during those early dating days. But here's where business and romance perfectly align: the honeymoon phase matters. A whopping 86% of new customers will stick around after a successful onboarding experience.[3] Think of it as nailing that crucial first impression. But here's where things get serious. Just like marriage, customer success requires:

1. Unwavering commitment

Remember those vows about "for better or worse"? In business terms, that translates to supporting your customers through their challenges and successes. And unlike your last relationship, this one comes with receipts—it costs 5-25 times more to attract a new customer than to keep an existing one.

2. Rock-solid communication

Just as "I'm fine" rarely rings true in a marriage, 78% of customers expect brands to read between the lines and understand their needs.[4] And they're not exactly patient—52% expect responses within an hour on social media.[5] No pressure, right?

3. The personal touch

Remember how impressed your partner was when you remembered their coffee order? 80% of consumers are more likely to stick with brands that offer personalized experiences.[6] It's the business equivalent of remembering anniversaries, only with better ROI.

Red flags and deal-breakers: How to lose a customer in 10 days

Want to know how to lose a customer faster than you can say "it's not you, it's me?" Here are some classic relationship killers:

• Making them jump through unnecessary hoops (nobody likes a complicated relationship)
• Sending irrelevant messages (the business equivalent of texting "hey" at 2 AM)
• Forgetting the human touch (turns out, automated responses are the cold shoulder of customer service - relevant and empathetic customer communications always win)

Despite 62% of decision-makers claiming customer success is a critical priority, only 41% have put a ring on it by integrating it into their strategy according to the OpenText^TM MarketPulse Survey for Digital Experience. And just like relationship problems, the obstacles are real:

• 41% blame it on budget constraints (the business equivalent of "I can't afford date night")
• 36% point to skill gaps (we all know that feeling of not knowing what we're doing)
• 34% struggle with poor internal communication (the corporate version of "we need to talk")

Making it last: customer love pays dividends

A satisfied customer is 91% likely to make repeat purchases and spread the good word about your brand. It's like having a whole army of admirers singing your praises.[7] And just like modern relationships, there's data to track how things are going: 73% of high-performing customer success teams use health scoring to monitor satisfaction.[8] Think of it as couples therapy, but with spreadsheets.

In a world where 64% of people value customer experience over price,[9] treating customer relationships like a casual fling is a recipe for disaster. The math is simple: invest in the relationship, reap the rewards, and avoid becoming another heartbreak statistic.
So this Valentine's Day, maybe it's time to ask yourself: are you ready to commit to your customers wellbeing? Because in both love and business, it's not just about making connections—it's about making them last.

And if you're wondering how to avoid ending up in the customer relationship doghouse, join our upcoming webinar "5 Ways to Lose a Customer." We'll show you how to turn those awkward customer moments into your competitive edge. Save your spot! Register Today!

[1] Qualtrics, 2024.
[2] Qualtrics XM Institute.
[3] Wyzowl, 2024.
[4] Salesforce.
[5] Emplifi, 2024.
[6] Epsilon.
[7] American Express.
[8] Totango.
[9] Custify, 2024.

The post The love language of customer experience appeared first on OpenText Blogs.

What do your employees and customers really want this year? The truth is more valuable than anything under the tree: a better total experience. In fact, 73% say customer experience is their #1 decision-making factor – outranking all others.¹ Experience is the new brand currency – is your business delivering? The best gift organizations can provide for their employees and customers is a better experience.   

Gifting great experiences in the era of the modern customer 

Just like how Santa and the elves know exactly what each child wants, the modern customer expects businesses to understand their unique preferences and personalize offers just for them. To your customers, the ideal segment size is one. They want to feel known, heard and understood as the unique individual they are with solutions tailored to their needs and interests.  

The modern customer wants to be in control with excellent self-service experiences. Put them in the driver’s seat to download a receipt, update an address or cancel a subscription.  

The modern customer is always connected: 91% of American adults own a smartphone today, compared to just 35% in 2011.² Research shows most people check their mobile within five minutes of waking up – meaning we expect access to information and services anytime, anywhere.  

Lastly, the modern customer wants to trust you. They’re aware of data privacy issues and will only work with brands that prioritize data security.  In fact, 83% of customers agree that trust in a brand makes them more likely to stay loyal to it.³  

Think of customer experience like the perfect holiday gift: 

• 💌 Personalized: Tailored just for them 

• 🎁 Convenient: Easy to unwrap (or access) 

• 👉 Always available: 24/7, just like holiday spirit 

• 🔒 Trustworthy: No surprises, no disappointment 

The experience playbook: three keys to success  

Successful organizations are reimagining customer interactions through a few key strategies:  

1️⃣ Move beyond customer acquisition 

The post purchase journey is now as critical as the initial sale with 80% of new revenues coming from existing customers, according to research from McKinsey. Don’t ignore the back half of the customer journey – customer success is a powerful growth driver.  

2️⃣ Unlock the potential of your knowledge workers 

Customer experience isn't just a department—it's created by every employee. When workers are engaged, equipped with the right tools, and motivated, they deliver exceptional experiences. 

3️⃣ Modernize your CX strategy and tools  

The path forward is clear: move from legacy to digital-first. This means: 

• Adopting cloud-first strategies 

• Exploring AI and generative AI 

• Implementing data-driven approaches 

• Developing a Total Experience (TX) strategy that connects customer and employee experiences 

The future of customer conversations must be omnichannel, proactive, empathetic and secure. A great customer experience strategy will include rich, immersive customer journeys with engagement across preferred channels. It includes AI-assisted technology for knowledge workers and has measurable business impact.  

A great CX strategy demands great customer experience technology. ➡️ Learn more about how OpenText Experience Cloud can help you modernize experiences and achieve your total experience objectives.

The post Unwrap the gift that keeps on giving: a modern customer experience appeared first on OpenText Blogs.

Insurance customers expect more: instantly, seamlessly, and exactly the way they want it. The stakes are high, as insurance customers typically only interact with their carriers once or twice a year—a stark contrast to the frequent interactions seen in banking.¹ The low frequency of touchpoints makes it crucial for insurers to ensure each one is a positive experience. 

Getting it right means offering seamless, orchestrated and omnichannel customer journeys. It’s an ambitious vision that’s not always the reality of today’s insurance experience. A study from McKinsey finds the insurance customer journey is fragmented from the start with six out of 10 customers switching channels pre-purchase.  

One in six customers reports no follow-up from insurers after an initial discussion related to financial advice. And of those who do hear back, 40 percent report interacting with two or more people, which can lead to a disjointed experience. Insurers can—and must—do more to close these gaps and ensure that customer interactions can move seamlessly between offline and online channels.

It’s a reality that goes straight to the bottom line. Insurers that offer personalized experiences and tailor-made products see an 81% increase in customer retention and an 89% increase in customer engagement.²  

And 78% of customers say they’re more likely to respond to personalized messages – so having enough first-party data to tailor your marketing is crucal.³ The Boston Consulting Group predicts that over the next five years, $2 trillion in revenue will shift to companies that know how to create personalized experiences and personalized communications.  

Delivering a better experience can also tap into a powerful source of meaning for employees,⁴ which can, in turn, lead to higher rates of employee satisfaction and retention. Successful customer-centric transformations in insurance typically lead to a 20 percent uplift in employee satisfaction.⁵ 

Soar to new heights with the power of GenAI 

GenAI can assist insurance communications teams in enhancing policyholder communications. To optimize these experiences, insurance companies must generate new communications and refine existing ones to improve simplicity, understanding, and empathy towards customers. OpenText Communications with Experience Aviator enables insurance companies to craft appealing, personalized web communications, emails, and dynamic landing pages that resonate with your policyholders and foster long-term customer loyalty. 

Reduce the time, effort and cost of migrating to the Guidewire Cloud with OpenText Communications and OpenText Information Archive 

OpenText is looking forward to attending the Guidewire Connections event from November 17-20 to discuss the future of policyholder communications and claims experience. Visit us at booth number PS-B4 for a personalized demo on how OpenText™  Communications (Exstream) can help optimize customer engagement with the design and delivery of ultra-personalized, consistent and compliant communications. OpenText™ Information Archive is a complete platform for ongoing active archiving and legacy decommissioning at enterprise scale. It provides archive search, reporting, GenAI-based natural language analysis, contextual record display with original attachments and regulatory compliance features for data retention, holds, and disposition. 

OpenText is trusted by the world’s leading insurance companies for personalized customer communications. Find out how Universal Insurance Group uses OpenText Communications with Guidewire InsuranceSuite for policies, billing and claims. 

1. 4, 5. McKinsey.   
2. Accenture. 
3. Salesforce. 

The post Elevate policyholder and claims experience with OpenText Communications appeared first on OpenText Blogs.

Engaging visuals are key to a magnetic digital experience. Your website is your first impression with employees, customers, and prospects – are you putting your best foot forward? No longer can the backbone stand alone: it needs to be well integrated into full, multi-channel journeys.  

90% of the information transmitted to the brain is visual and it processes images 60,000 times faster than text. Combined with the fact that visual content receives 94% more views than text-only material, it’s easy to see why digital asset management (DAM) is the heart of modern digital experience management.  

Boring is bad for business

DAM fuels creativity – it’s the engine of the content supply chain, inspiring imagination, immersive rich media, interactive storytelling, and AI-powered design along with efficient workflows. In a sea of digital sameness, brands are working hard to stand out. Here are six reasons why an integrated DAM is the cornerstone of your content management system (CMS): 

1. Simplify with a single source of the truth

A centralized global brand repository drives consistency – a valuable currency in a low-trust digital world. Get the most out of your assets with a holistic view into asset acquisition, sharing, repurposing, performance, disposition and retirement.

2. Power creative collaboration

Streamline the creation, revision, review, and approval of assets by integrating your DAM with your CMS. Thie ensures the latest approved brand assets stored in the DAM are easily accessible within the CMS user interface so your team has a seamless, embedded experience. By centralizing assets and automation workflows, creative teams can divert valuable time on repetitive administrative tasks to focusing on what they do best: making brands come alive.

3. Ensure a seamless experience

Linking your DAM to your CMS makes it easy to import assets and files for your web publishing teams, saving valuable time while metadata and advanced tagging helps them easily locate the latest version of what they’re seeking.  

4. Accelerate content creation

Get the latest and greatest content out to your audiences faster with an integrated DAM. Campaigns can be launched quickly across different brands and geographies, allowing marketers to test creative and improve engagement. 

5. Automate content tracking and reporting

Keep an eye on what content is used where, allowing for a central view of analytics to inform future asset and campaign creation.  

6. Create an atomic content model

DAM holds all your assets at the building block level. A CMS can then compose them in various combinations for dynamic personalization while DAM metadata can be used for targeting assets at the right customer segments. A DAM linked with a CMS is a powerful match for trying different content variants with customer segments and then optimizing for what works best. 

Modernize digital experiences with integrated digital asset management. Get started today.

The post 6 reasons to integrate digital asset management with your web CMS appeared first on OpenText Blogs.

At OpenText, we transform knowledge into action. With over 30 years of information management expertise, we understand that trusted data is the foundation upon which AI can be applied to unleash innovation and elevate human potential.

With this in mind, I am pleased to introduce the latest Cloud Editions (CE) 24.3. This release builds on our integrated cloud, AI and cybersecurity capabilities, offering a holistic and sustainable approach to information management.

CE 24.3 helps enterprises turn ordinary information into extraordinary insights. By integrating AI into all our major cloud applications, we empower knowledge workers and equip businesses to overcome and prevent tomorrow’s most complex problems, as outlined in our Titanium X strategic product roadmap; our commitment to delivering a unified platform for accessing all OpenText software and services by CE 25.2.

We continue to innovate at a record pace by integrating cloud, security, and AI - plumbing the ecosystem together to enable seamless scalability - to help our customers stay ahead of future business needs. Moving beyond basic AI, we are proud to offer comprehensive innovations across Business Clouds, Business AI, and Business Technology with solutions that are not only responsive but also anticipatory, revolutionizing the very nature of work.

Whether you're an enterprise struggling with slow traditional app development processes or a CIO looking to support a team of data analysts needing to extract valuable insights from sprawling data landscapes, our 90-day innovation cycles reimagine information, giving you a competitive edge.

Following today’s announcement, let’s dive deeper:

New innovations in Business AI

Data governance, compliance, and authentication are essential. OpenText leverages generative-AI to help customers maximize the value of their intellectual property. With AI-powered assistants operating across extensive confidential data sets, we ensure that the right individuals have access to the right information.

OpenText™ DevOps Aviator: To support software engineers and testers in delivering high-quality applications, this release deploys testing bots that automatically create codeless tests from manual ones, mitigating risks and addressing talent shortages. Its AI-guided smart assistant offers instant answers and summaries on features, tasks, tests, and user stories, streamlining development workflows for enhanced efficiency without compromising on quality.

OpenText™ Aviator IoT: Following its launch in CE 24.2, which revolutionized autonomous supply chain networks and enhanced asset management operations, we have integrated OpenText Aviator IoT with MBIRaaS for improved IoT data trending and analysis. This includes a low-code application builder that facilitates the creation of end-user applications using MBIR and iFrames, ensuring frictionless and secure information exchange.

OpenText™ Trading Grid with Aviator: Designed to simplify B2B integration tasks with generative AI, OpenText Trading Grid with Aviator, the latest edition to our family of practical AI-powered solutions, is a conversational AI-based, self-service virtual advisor for OpenText™ Trading Grid. Users can now save time searching for information and learning about product usability, reducing the need for open support tickets. The result? Enhanced efficiency, productivity, user experience, and more effective new hire training.

OpenText™ Fortify Aviator: We’re committed to furnishing security teams with the most comprehensive and scalable application security solutions on the market. With OpenText Fortify Aviator, enterprises can now automate the auditing and remediation of Static Application Security Testing (SAST) vulnerabilities. This AI-powered tool identifies and fixes issues, seamlessly integrating 'fix' suggestions into workflows and providing clear audits and explanations, simplifying the entire process.

OpenText™ Axcelerate™ with Aviator: In CE 24.2, we bolstered our flagship legal platform by integrating generative-AI capabilities to expedite the summarization of essential documents and concept groups for investigations and document reviews. In this release, we’ve taken it one step further and users can now refine review criteria and test it against subsets of data ensuring that the results meet their needs before deploying Aviator for the initial responsiveness review.

OpenText™ Content Aviator: And finally, we are delighted to offer a no-risk, self-paced interactive demo of our groundbreaking AI-powered intelligent assistant, OpenText Content Aviator. This demo allows customers to immediately get started with AI content management and discover how our transformative technology can help them discover new ways to work. OpenText Content Aviator is also now available in a hybrid deployment model to support on-premises customers.

At OpenText, we recognize that the work landscape is evolving rapidly. Embracing innovation to reimagine work processes is now more crucial than ever to stay ahead and avoid falling behind. OpenText is here to ensure you stay ahead. If you are ready to harness the full potential of AI and elevate your operations, explore our comprehensive AI strategy and the suite of OpenText Aviator solutions tailored for both business leaders and technologists at opentext.ai.

New innovations in Business Cloud

In today's rapidly evolving work environments, secure access to knowledge is crucial for maintaining a competitive edge. OpenText empowers everyone, from engineers to IT professionals, with integrated and secure technology aimed at driving meaningful simplification and efficiency improvements.

OpenText™ Content Cloud

OpenText Content Cloud empowers businesses to work smarter by providing seamless access to essential content, anytime and anywhere.

In CE 24.3, we have enhanced our world-class enterprise content management solution, OpenText™ Extended ECM, by expanding its collaborative content capabilities. Now, users can seamlessly convert, stream, annotate, and clip high-quality video content within the platform, eliminating the need for separate systems and significantly improving workflow efficiency and productivity – a game changer for those wanting to capitalize on the popularity of video content.

Additionally, we enhance support for data teams managing complex investigative analytics, especially when rapid analysis of large volumes of structured and unstructured data is required. OpenText™ Discover ensures all data interactions are retraceable, auditable, and secure. Available with our world-class OpenText™ IDOL™ Unstructured Data Analytics solution, users can fully engage with analytics, from building user roles and teams to analyzing projects and collaborating across entities, creating detailed ‘notebooks’ of analytics that can be reported on and exported while ensuring essential integrity is maintained throughout the process.

New innovations in Business Technology

Connected data is essential as workloads migrate to the cloud. OpenText provides robust data platforms deployed flexibly - whether in a private cloud, public cloud, or through APIs - ensuring enterprise-grade capabilities regardless of the deployment method.

OpenText™ Developer Cloud

OpenText™ Developer Cloud lets developers build smarter by bringing their ideas to life using powerful, developer-trusted APIs quickly and cost-effectively.

In this release, we have three powerful innovations aimed at expediting the application development processes in support of our ISV and developer community.

Firstly, we support developers looking to embed digital signatures in their applications and approval processes. This solution integrates seamlessly via APIs, eliminating the complexities of coding from scratch and enabling a swift transition from outdated printed signature methods to digital approvals, streamlining workflows and improving efficiency.

Additionally, we empower developers and end users to leverage their information lifecycle practices by empowering content storage services to support the benefits of Google Cloud Storage and Archival services. By extending our API support to include Google Cloud Platform archival tier levels, users can efficiently store frequently accessed data, manage short-term storage, and access archiving, online backup, and disaster recovery services instantly and cost-effectively. This integration allows developers to fully harness the power and functionalities of OpenText Storage solutions, expediting and controlling their information management lifecycle and providing peace of mind during application development while also bettering cost management.

Finally, I am delighted to announce the general availability of OpenText™ Thrust Studio, our real-time digital assistant providing developers with seamless and on-the-pulse support, underpinned by the power of generative-AI to accelerate development processes. This acts as a reliable assistant that speeds up end-to-end development processes and significantly increase productivity.

Looking for more?  

For more on all the CE 24.3 innovations, visit our blog as our subject matter experts guide you on the right solutions for your business as you continue to digitally transform in the cloud. 

The post Reimagine information with Cloud Editions (CE) 24.3 appeared first on OpenText Blogs.

Agent experience management (AXM) is the overarching discipline where its solutions, I would argue, are the common glue that can connect and enhance both customer service and customer success. This is because AXM ensures that agents and customer success personnel are equipped with the proper tools, insights, and support they need to optimally perform in their assigned roles. On the customer success side, personas such as customer success managers, account managers, and onboarding specialists can leverage some of the capabilities to effectively guide their customers toward their goals of adopting and embracing a new technology, service or product. In the realm of customer service, it is all about providing the customer with a rapid and effective answer to their inbound inquiry.  And, as AXM solutions evolve with the integration of generative AI, it will offer transformational tools and insights that tremendously enhance both the agent and customer success personnel performance, greatly streamline workflows, and vastly elevate the entire customer experience.

With the advent of Generative AI, as an intrinsic technological component in AXM, we are about to witness a transformational approach in the way customer support and customer success professionals engage with customers. And so, AI is set to revolutionize AXM in several ways.

1. Intelligent automation

Generative AI can automate repetitive tasks, freeing agents to focus on complex issues that require human intervention. This reduces workload and enhances job satisfaction. Some examples of how AI can handle routine tasks include scheduling follow-up emails, updating customer records, or providing standard responses to common queries, allowing agents to focus on resolving complex customer issues.

2. Enhanced training programs

AI-driven training programs can provide personalized learning experiences for agents, helping them quickly grasp new skills and stay updated with the latest knowledge. For instance, AI can create customized training modules based on each agent’s performance data, focusing on areas where they need improvement and ensuring they stay updated on the latest product features and support techniques.

3. Real-time assistance

Generative AI can provide real-time assistance to agents during customer interactions, offering suggestions, pulling up relevant information, and guiding agents through complex issues. During a live chat, AI can analyze the conversation in real-time and suggest responses or solutions to the agent, ensuring quick and accurate assistance.

4. Improved knowledge management

AI can analyze vast amounts of data to create and maintain an up-to-date knowledge base, ensuring that agents have quick access to accurate information. In particular, AI can continuously scan customer interactions and product updates to update the knowledge base, providing agents with the most current and relevant information to assist customers effectively.

5. Sentiment analysis

Through speech to text transcription and natural language processing, contact center solutions can analyze customer interactions to gauge basic sentiment and provide some insights to agents on how to handle conversations effectively, enhancing customer satisfaction. Today’s generative AI is more sophisticated, and it can provide a higher level of customer insight where it can detect if a customer is frustrated or upset based on their language and tone, prompting the agent with empathetic responses and solutions to de-escalate the situation.

6. Predictive analytics

Generative AI can predict potential customer issues based on data patterns, enabling agents to take proactive measures to address concerns before they escalate. For example, AI can identify patterns indicating that a customer is likely to churn, prompting the customer success team to engage with personalized offers or additional support to retain the customer.

7. Customizable workflows

AI can create customizable workflows for agents, streamlining processes and ensuring that each interaction is handled efficiently and effectively. Thus, AI can generate tailored workflows for handling specific types of customer inquiries, ensuring that agents follow the best practices and procedures for each scenario.

8. Personalized agent support

Generative AI can provide personalized support to agents, understanding their strengths and weaknesses and offering tailored guidance to improve performance. To illustrate, AI can track an agent’s performance metrics and provide personalized feedback and coaching tips, helping them improve in areas where they might struggle.

9. Performance analytics

AI can analyze agent performance data to provide insights and recommendations for improvement, helping agents to continuously enhance their skills and effectiveness. A typical scenario is where AI can generate detailed reports on agent performance, highlighting areas for improvement and suggesting specific training or resources to help agents enhance their skills.

10. Enhanced collaboration tools

AI can facilitate better collaboration among teams by providing tools that enhance communication, share knowledge, and streamline workflows, leading to a more cohesive and efficient working environment. AI-powered collaboration platforms can automatically organize and prioritize tasks, share relevant information with team members, and ensure everyone is aligned on customer goals and strategies.

In summary, the integration of generative AI in agent experience management holds immense potential to transform customer service and customer success. By leveraging AI, businesses can ensure their agents are well-supported, leading to enhanced customer experiences, improved satisfaction, and ultimately, greater customer loyalty. The future of customer engagement is bright, with generative AI playing a pivotal role in driving excellence and innovation.

Deliver on agent experience management strategies to create amazing customer experiences. Learn more about how OpenText™ Contact Center solutions make it easier than ever for your call center to implement and measure AXM programs. Take the next step: visit our website or get in touch with one our subject matter experts.

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