Customer experience management (CEM or CXM) is a set of processes used to track customer interactions throughout the customer journey. CEM allows organizations to gain insight into these customer interactions and optimize each touchpoint to drive loyalty and improve customer lifetime value.
Delivers visual, modern customer experiences both pre- and post-login that are personalized, engaging, and profitable.
Connects employees, partners and customers with the information they need through optimized processes for managing and delivering content to the web, mobile devices or other media channels.
Enables omnichannel personalized 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.
Improves productivity and customer experience of form-based processes by optimizing the capture, validation, processing and management of customer information bridging the physical world of forms with today's digital business world.
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.
Accelerates the creation, collaboration, production, storage and distribution of digital media across the ecosystem of authorized employees, users and partners. Enables digital assets to be tagged with searchable metadata so they can be retrieved, shared, reviewed and edited. DAM helps manage virtually any digital data format including video, images, audio, 3D files, presentations and many more.
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.
Maximizes online conversion and revenue by personalizing and optimizing customer experiences on any device through a/b testing, multivariate testing and geo targeting tactics.
OpenText Cem Software
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