OpenText: Informed Decisions for Better Customer Experience Delivery

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Mark J. Barrenechea, Vice Chairman, CEO & Chief Technology Officer

Regulations, compliance, cybersecurity, automation, to name a few, are buzz words doing the rounds at every modern-day organization. As operational systems continue to evolve, these firms must make decisions on the best methods they can deploy to be proactive, and achieve their goals. One factor that has transformed for good is transparency; normal citizens are now more careful than ever about their delicate information, and the manner in which it is used.

Recognizing these trends, organizations across various industry spectrums are now changing their business approach to be more consumer-centric than enterprise-oriented. IT teams are compelling management at their companies to deviate from traditional systems of production and deploy newer, more agile digital infrastructures. One area that is creating a lot of noise and making headlines is Enterprise Portal Technology (EPT). The technique has come a long way since its introduction into the corporate world in the 1990s, presently this software and hardware oriented architectures are making firms push past their challenges and to deliver customer experiences that are adept in the digital age.

OpenText, an Enterprise Information Management (EIM) solution provider, is a long-standing stalwart in the technology arena and creates and delivers some of the best solutions that can transfigure even the most complex operations to seem simple. Led by Mark Barrenechea, Vice- Chairman, CEO and CTO, OpenText has an enigmatic management team in its employment. Together, with its many staff teams, the organization releases its EIM solutions that have been embraced by many large and well-known names of the enterprise universe.

Next-Generation Information Management

Information continues to be the most wanted commodity on every organizations list; it aids its users to gain momentum, redefine business strategies, and alter industries. Firms, in order to tap into this mass of data, must become smart, and stay connected with their consumers, partners, and task forces. Companies must deploy computational platforms that are powered by AI, and can bring automation to all operational procedures as well as provide insights that allow for informed decisions.

Robotic automation of processes empowers the firms that implement them to have an upscaled delivery of service that consumers demand. In addition, it also escalates the provision of resources to DevOps, manages change control and designing more effectively, and enables an organization to have highly-efficient and proactive taskforces.

OpenText also has programs that allow for gold-standard testing of unstructured data; it empowers its users to have analytics that enables them to maintain legal obligations and mitigate business risk

OpenText’s EIM platform organizes and inspects the input that passes through all of its clients data silos, and the solutions can be deployed on-premise, in the OpenText cloud or as a SaaS. While the content services are continually available for the first two options, those choosing the final method can access them through the cloud with OpenText OT2.

Clients utilizing OpenText’s products are treated to a whole new arena in robotic automation, artificial intelligence, APIs, and information management. Any unstructured information, whether from external or internal users is monitored, and feedback is provided to company decision-makers for them to realize which areas of operations require additional concentration.

OpenText’s Extensive Solution Line-Up

Bundled together under the OpenText’s EIM platform umbrella are solutions that bring together Content Services, Security, business networking, and IoT. It allows DevOps teams to optimize customer engagement and relationships, employee commitments, and property management. Besides, enhancing the operational processes for its clients to be able to provide enticing consumer experiences, OpenText’s programs also improve supply chain efficiency.

A vital sector for IT at organizations to handle is information management; organizations are facing compliance issues with government bodies entering the foray to bring better regulatory norms when it comes to how consumer data is utilized. OpenText’s Enterprise Content Management (ECM) enables its users to have excellent connectivity with data that can accelerate productivity, improve compliance standards, and encourage digital transformation. To harness all of this power, organizations must also deploy system networks that are agile, and offer scalability across entire business work floors. On this front, OpenText has a software program—AppWorks—that empowers its users to accommodate process automation and dynamic case management at their facilities. Enterprises can use the solution to attain speed in development and delivery that runs parallel to their users requirements.

As technology continues to evolve and get smarter, functions such as machine learning that is powered by AI will continue to gain intelligence and enable management at organizations to have faster operations and optimum performance. OpenText’s AI provides for pristine data analytics through the utilization of data visualizations and presents the feedback to users on an interactive dashboard.

End-users can identify consumer behavior and base their marketing strategies to match specific preferences while also delivering ravaging customer experiences.

Another area in which OpenText excels is in customer experience management (CEM), the company’s CEM solution offers users the chance to connect with their consumers, and to provide them with intelligent enjoyable engagements on various channels of interaction.

Besides, the best-in-breed ECM and CEM solutions, OpenText also has programs that allow for gold-standard testing of unstructured data, it empowers its users to have analytics that enables them to maintain legal obligations and mitigate business risk. In terms of maintaining the security of its clients consumer data, OpenText deploys its EnCase cybersecurity engine to provide 360-degree visibility over all employees, consumers, and devices that come into contact across a connected network. It allows for dynamic discovery of sensitive data, and users can effectively seek and eradicate threats to their attack-surfaces.

Glorious Customer Benefits

Clients that partner with OpenText to bring these modern and latest technologies to their operational work floors and facilities are equipped with solutions that aid them to adapt and become smart and digitally connected organizations. OpenText empowers its consumers to unlock the value of content truly; firms can centrally monitor and organize data from various sources to derive insights from structured and unstructured information.

"Information continues to be the most wanted commodity on every organizations list; it aids its users to gain momentum, redefine business strategies, and alter industries"

With regulations playing a vital role in the way organizations work in the modern digital world, OpenText clients can take advantage through the full visibility EIM systems provide into all input contained within various data centers. The EIM solution provider also allows its clients to have flexibility while deciding on the method of implementation of the solutions, and it also offers customization that allows for solutions to be tailored according to organizational requirements.

A Journey into the Future

With robotics, IoT, and other such technologies set to change the face of organizational workflows, OpenText continues to explore the many methods by which it can improve its solutions to enhance client operations further. To delve more into cloud computing and take advantage of its many powerful features, OpenText has entered into a strategic partnership with SAP and recently announced that it will be delivering its content services via SAP’s cloud platform, the function is set to make its way into the market by the last quarter of 2019. This will make the information management solution available for applications such as SAP’s S/4 HANA Cloud, C/4 HANA Cloud, and SuccessFactors.

- Joe Phillip
June 07, 2019