PRODUCT OVERVIEW OPENTEXT EXSTREAM

OpenText Exstream
™

Release 16.2

Ultra-personalized, consistent, compliant,

customer communications—delivered anytime, anywhere.

With digital transformation to drive better customer NEW IN OPENTEXT EXSTREAM ™

experience on everyone’s mind, it is easy to see the • Access to both Exstream

impact your customer communications strategy can have and OpenText Communications
™

Center components through new

on your bottom line. Being able to design and deliver common installer
contextually-driven, ultra-personalized communications • Simplified user authentication
at the right time, in the right format, and for the right and management
device can give your company a competitive advantage. • Improved design content and
application management
Especially with millennials expected to make up more • Enhanced connectivity
than half of the workforce by 2020, with their with enterprise systems
expectations for personalized service and instant • Powerful new Engine
orchestration capabilities
access to information across every channel, both
• New output delivery options
in their personal and professional lives.
• Productized integrations
with OpenText EIM
Wouldn’t it be great if you could provide real-time personalization for new channels with
little to no effort? Smart companies know that their customers like multiple ways to
connect with them, moving seamlessly between devices and demanding 24/7 access.
You can use customer communications to create an optimal digital customer experience,
grow revenue, and save money. Your bills, statements, insurance policies, and mortgage
applications, contracts and proposals can actually transform your customers’ perceptions
of your business and generate long-lasting relationships.
OpenText Exstream allows business users to optimize customer engagement through
the design and delivery of ultra-personalized, consistent, compliant, communications for
better customer experiences – delivered anytime, anywhere. Designed for omnichannel
customer communication management (CCM), Exstream leverages data and content
you already have to transform customer communications into a highly personalized,
engaging customer experience.

Exstream Overview
Exstream release 16.2 combines the best of Exstream and OpenText Communications
™

Center (StreamServe and PowerDocs) into one powerful “CCM Anywhere” platform
making it easy for companies of all sizes to create and deliver custom, consistent,
compliant communications for the continuous customer journey.

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PRODUCT OVERVIEW OPENTEXT EXSTREAM

Web Email

Design, preview, and deliver responsive HTML5 that displays appropriately regardless of the device or screen size.

Integrate anywhere – the enterprise solution Adaptive, omnichannel communications

for true digital transformation Customers switch channels 75 percent of the time when unsat-
Digital transformation is more than taking printed documents and isfied with the communication platform. And when they change
sending them electronically. It means fundamentally rethinking how channels, they expect to continue the same conversation with
you do business and making sure the right systems and processes a familiar and continuous experience. But many enterprises find
are in place to support the expectations of demanding consumers, meeting this expectation difficult: 42 percent of customer service
employees, and business partners. Exstream lets you use content agents use multiple applications when managing voice, chat, email,
as it is, where it is, with advanced “plug and play” integration and social media inquiries.1 Use Exstream to take everything you
with popular business applications and ecosystems (e.g. SAP , know about your customers—like that they prefer receiving
®

Salesforce ). Plus, you can take advantage of extended data communications in Spanish or that they prefer to receive their
®

and content from any application, including OpenText Enterprise health plan EOB in the mail, but receive copay amounts by SMS
Information Management (EIM) and Analytics, for ultra-personalization text—and transform it into personalized communications that
of communications. A CCM solution would not be complete if it customers access on their preferred devices.
didn’t seamlessly support integrated workflows so you can easily Companies have to respond to consumer preferences by sending
ingest and use data from print and web forms and ensure the customer communications through digital channels. Exstream helps
delivery of critical communications for an end-to-end solution from you deliver timely, relevant, targeted messages across current and
design through assured delivery. Being able to reduce redundant evolving formats and delivery methods. You can use Exstream to:
efforts and systems helps companies manage digital and print
together, making sure those channels are not disconnected.
• Create engaging communications—including statements and
bills—that include dynamic charts, videos, hyperlinks, and other rich,
Engage anywhere – CCM for anytime, multimedia elements. Interactive options allow your customers to
anywhere engagement drill down on key elements, across web and mobile devices.
Exstream is a market-leading CCM solution for interactive, • Design responsive digital communications so HTML output
automated, and unified communications, allowing you to transition scales and flows correctly for the device format on which it is
to digital customer experiences with minimal disruption. Move presented, such as mobile, tablet, and desktop. Import and
from one-way, non-contextual communications to interactive access cascading style sheets (CSS) directly from the design
engagements; from fixed formats to responsive displays on database, and easily create or update rich web content.
every device; and from on-demand communications to real-time
• Deliver accessible PDFs to your customer’s preferred electronic
messaging. Future-proof your customer communications strategy
channel. Easily label and describe your communication’s
with a software solution that is reliable, trustworthy, and able to
visual elements. The PDFs comply with rigorous Web Content
support tomorrow’s customer engagement requirements.
Accessibility Guidelines (WCAG) 2.0 standards to help you
Deploy anywhere – “CCM your way” reduce legal risk, demonstrate social responsibility, and
Exstream is flexible in a variety of ways to allow you to do “CCM increase customer satisfaction and loyalty.
your way.” It can scale from small, departmental projects to • For electronic communications, you can track delivery and
complex enterprise-wide deployments. Choose from on-premise, respond automatically to failures or bounce-backs through
cloud, or hybrid cloud deployment options depending on your an unlimited number of failover channels. Get consolidated
needs. New and flexible pricing and purchasing options mean any visibility into delivery, tracking, and response information for
size company can easily get started using Exstream. electronic communications.
No matter whether customers get printed communications in the mail,
or they get email notifications with links to statements or text message
alerts, Exstream enables you to provide a consistent multichannel
customer experience and reach customers just how they like it.

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PRODUCT OVERVIEW OPENTEXT EXSTREAM

StoryBoard - Easy to use, web-based, controlled template changes Empower - Market leading interactive document editing,
and content authoring with revision tracking

Move from One-Way to Interactive Template Engine (text processing tool) or StoryTeller design
environment. StoryBoard also allows users to preview how
Communications for a True Dialogue documents will look like with different simulated input data or
with Your Customers customer information, and test how the simulated documents
Deliver Better, Faster Responses to Customers are rendering in Print or Web output formats as well as various
Exstream interactive documents deliver a controlled editing mobile device screen resolutions.
experience to help your customer-facing employees quickly Speed Deployment and Ease Integration
follow up one-on-one customer interactions with highly Most businesses can’t afford breakdowns in their document
personalized communications. creation and delivery processes, and for some it might mean
• Balance business compliance and standards with the freedom putting millions of dollars at risk—such as when statements are
to create truly personalized, one-to-one communications in a not sent out on time due to production errors. Administrators can
controlled editing environment. use the production orchestration capabilities in Exstream 16 to
• Guide users through creating individual communications that quickly and easily:
leverage Exstream’s unrivalled capabilities to dynamically • Enable automated job scheduling configured specifically
access your data and content from multiple sources and around your application requirements.
deliver to virtually any print or electronic channel. • Plan, schedule, and optimize document production in nearly
• Support a wide variety of interactive communications, any production environment system, from the most basic to
including correspondence, long documents such as the very complex—even when printing is outsourced.
contracts, brochures, proposals, and welcome kits.
Rather than using a series of web screens, the document Support Regional Needs and Global Growth
itself is interactive, and so it remains the point of record Meet domestic requirements for providing communications in
for the entire transaction, including tracked changes and a customer’s preferred language, and easily adapt document
incorporation of personalized data and content. applications as the enterprise moves into new global territories.
• OpenText Exstream Empower Editor provides interactive
™
• Get complex multi-language support in a single Unicode
document editing directly from a web browser, with no product, with broad support for documents that use
additional download or installation. Designed for business doublebyte character sets (DBCS), bi-directional text, and
users, the intuitive interface allows authorized users inside complex language scripts.
and outside your business (e.g. agents) to personalize • Users can easily switch between language layers in interactive
communications, while ensuring consistent branding and documents, and language translation tasks are aided by
required legal and compliance language. special user-interface views.
• Part of the Exstream software platform, StoryBoard is a
web-based business content authoring tool designed to give Learn more at
business users the freedom to quickly and easily create, edit, www.opentext.com/exstream16
and modify content to be used in customer communications
through a concept called Themes. Themes allow business 1 An independent consumer study commissioned by TalkTo reveals consumers’ frustrations with customer
users to create variants of master templates defined in either service phone experience.

www.opentext.com/exstream16
Copyright ©2017 Open Text. OpenText is a trademark or registered trademark of Open Text. The list of trademarks is not exhaustive of other trademarks. Registered trademarks, product names,
company names, brands and service names mentioned herein are property of Open Text. All rights reserved. For more information, visit: http://www.opentext.com/2/global/site-copyright.html (04/2017) 06962.1 EN