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OpenText Broadens ECM Suite with New Customer Communications Solution

OpenText StreamServe Persuasion Increases Customer Engagement, Streamlines Document Processing and Gives Greater Control to Business Users

WATERLOO, ON Jan. 18 October 2010

Whether communicating with customers and suppliers or facilitating payment and revenue, documents keep business transactions flowing and the organization healthy. Persuasion helps increase the efficiency of document-based communication and improves customer engagement by allowing businesses to include impactful marketing messages that are best suited to individual audiences.

Linked with existing business systems, and requiring few or no changes to them, Persuasion adds extensive in-house capabilities for defining, producing and interacting with mass-produced, personalized documents. It provides straightforward tools for business users such as designers, marketing staff, customer support agents, and process owners to efficiently create and use the documents that matter to them.

Supporting Customer Communications Management, for example, Persuasion empowers business managers to rapidly and directly create content such as marketing messages, campaigns, and cross/upsell offers. It also gives them control over how and when this content is automatically included in customer correspondence and touch points, such as customer support conversations.

In document-intensive business processes—logistics and distribution, for example—Persuasion eliminates most, if not all, costly and error-prone manual handling. By allowing to automate the flow of paperwork through electronic checkpoints, Persuasion helps to reduce cost, accelerates timelines, and can assist substantially to improve the accuracy of the documentation. This can result in better customer, partner and supplier relationships.

James Latham

Enhanced Customer Communications

With little or no change to existing processes, Persuasion has the ability to consolidate data from business systems into smarter, more cost-effective internal and external business communications.

  • Full-featured, familiar design environment enables rapid development and implementation of superior customer correspondence templates
  • Intuitive, web-based tools enable business people to easily create new documents, and modify or leverage existing documents, on the fly
  • Ready-reference repository provides call center representatives with identical copies of documents the customer received and enables immediate re-send
  • High-volume, high-speed production automatically generates documents in the format each recipient prefers, organized for cost-effective and efficient delivery
  • Comprehensive management tools monitor and control operational and production processes

Efficient Document Processing

Persuasion offers order-of-magnitude improvements in document-driven processes, complementing OpenText’s existing transactional content management (TCM) solution. In time-sensitive workflows, such as those that drive logistics and distribution, for example, Persuasion eliminates the manual steps that cost money, cause delays, and introduce errors that diminish customer satisfaction and incur cost to correct. It electronically stages documents produced by various sub-processes and sources and releases each document set as tasks are completed. In the production of driver-ready packs in the transportation industry, for example, the end result is near-automatic assembly of complete, order-of-delivery packs that are output as soon as the shipment is ready to go.

Melissa Webster


About OpenText

Certain statements in this press release may contain words considered forward-looking statements or information under applicable securities laws. These statements are based on Open Text’s current expectations, estimates, forecasts and projections about the operating environment, economies and markets in which the company operates. These statements are subject to important assumptions, risks and uncertainties that are difficult to predict, and the actual outcome may be materially different. Open Text’s assumptions, although considered reasonable by the company at the date of this press release, may prove to be inaccurate and consequently its actual results could differ materially from the expectations set out herein.  For additional information with respect to risks and other factors which could occur, see Open Text’s Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and other securities filings with the SEC and other securities regulators. Unless otherwise required by applicable securities laws, Open Text disclaims any intention or obligations to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

the United States of America Canada

SOURCE Open Text Corporation

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