PRODUCT OVERVIEW

OpenText Exstream
Transform customer communications into exceptional experiences

Flexible, browser- Today’s consumer wants more tailored and personalized

based design for experiences and, while they may not always remember what
power users you told them, they always remember how you made them feel.
Companies that deliver exceptional customer experiences
Compliant, through predictive, omnichannel communications and fulfill
personalized their customers’ needs before the customers even realize
communications they have them, have the competitive advantage. But multiple
driven by business communications systems, siloed customer data and changing
users government regulations make it challenging for organizations
to create and send contextually-driven communications
Web-based optimized for customer-preferred channels.
controlled, OpenText™ Exstream™ is a market-leading Customer Communications Management
(CCM) solution that gives business users control over content and processes to
interactive editing create consistent and connected customer experiences through the design and
delivery of ultra-personalized and compliant communications— delivered anytime,
anywhere. Designed for omnichannel CCM, Exstream leverages the data and
Browser-based content that already exists within the organization to transform typical customer
communication communications into highly-personalized, engaging customer experiences on the
preferred channel, screen size and device of the customer. With on-premises
orchestration flow and cloud deployment options, Exstream scales to fit the needs of any department or
complex enterprise environment. Accelerator packages allow for easy integration
with core systems to speed key business processes.
 Exstream provides the right design, authoring and editing environment for a variety
of scenarios. Whether the user is a content producer, marketer, front-office worker,
“After looking at other
process owner or technical user, Exstream enables better customer engagement
communication packages across multiple touchpoints in the customer lifecycle. Exstream truly brings design,
content authoring and editing into the hands of the people who know the content best.
on the market, we chose
OpenText Exstream Flexible, browser-based design
because it allows us to Communication designers no longer need to wait on IT to implement new design
templates, which often stalls important communication launches and leads to
effectively communicate
missed opportunities. Exstream’s web-based designer allows power users to design
with our customers and engaging communication templates for any channel from scratch. Users can ensure
branding guidelines and corporate look and feel when creating responsive emails.
gives us a competitive
There is no longer a need for an expert to create a customized template for every
advantage.” device or screen or go to the IT department every time a change is made.

Matt Connor
Step 1: Design communication templates from scratch
Former technical consultant at E.On
Mario designs new multichannel communications in Exstream’s web design
Read the Success story environment for an insurance correspondence document, allowing certain sections
to be controlled by marketing. It is then enabled for use by business users in the
authoring environment.

1 2 3

Mario
Phyllis
(designer)
(content producer)
1. Design communication template
2. Author additional content
3. Produce communication

Compliant, personalized communications driven by

business users
Business users do not want to rely on IT when it comes to creating and
editing content. And IT wants to enable users to create, modify and update
communications without assistance. Exstream’s content authoring capability
allows line of business users to change content and messages based on what the
designer has produced. Content producers can easily create, design, personalize
and update text when necessary, always seeing modifications displayed within
the context of the overall design. For example, marketing users can change their
portion of a communication on a weekly basis but the legal content, which may only
need to be modified once a year, can remain static.

Content producers can also create, access and repurpose existing content,
resulting in a much faster time to market for new products and services. The UI
is friendly for non-technical users and the simulation view tests multiple variables,
ensuring all options are just right before ever leaving the design stage.

OpenText Exstream 2/6

 Step 2: Create and manage business content
Phyllis creates new content for insurance correspondence and enables certain sections
to be interactively editable, leveraging the new interactive features. She is also able to
use copy that has been produced in the past using the new export functionality. Phyllis
then publishes the changes to be usable in new interactive communications.

1 2 3

Mario Phyllis
(designer) (content producer)

1. Design communication template

2. Create and manage content
3. Edit and produce communication

Web-based controlled and interactive editing

Communications can be personalized for one-on-one interactions, with the
controlled interactive editing capability, which allows agents, brokers and other
customer-facing representatives to update quotes, letters, proposals and more,
on the fly. Front-office business users can quickly and easily personalize
a communication based on an interaction with a customer, while ensuring
branding, legal and regulatory compliance. The ability to enforce corporate style
sheets ensures branding, from font size through styling, remains consistent.

Step 3: Edit and produce

Interactive editing for customer-facing staff communication

Jessica is preparing an insurance document in Empower for one of her clients. She
can edit the document with content that was just produced by Phyllis, the content
producer, and once complete, can submit the document for fulfillment and, ultimately,
distribution to the customer.

1 2

Jessica
(customer care agent)

1. Customize communication
2. Produce communication

OpenText Exstream 3/6

 Visual overview and control of all communication processes
The process owner can improve the execution of communications with
orchestration for automated tracking, analysis and responses to determine the next
best action at every touchpoint. Process owners define the communication journey
in a visual model of all processes, including subprocesses of even broader customer
journeys and channels. A simple visual overview of all communication processes,
before they are even executed, is displayed and can be reviewed and approved
before completion. Improved analytics can inform and inspire future communication
flows and content for better results.

Step 4: Monitor and follow-up

Barb is now able to connect input events to new designs and communications produced
by Mario and Phyllis and control the output channel. She can do this without any
technical skill by modelling the communication flow in the browser. David can look at how
production jobs are running. With access to message and report file data, he can easily
see results and track status.

1 2

Barb David
(process owner) (systems administrator)

1. Define communication process (design time)

2. Monitor produced communications (run time)

A complete customer engagement solution

Exstream augments current systems of record capabilities to intelligently create,
personalize and deliver true omnichannel experiences at scale. Exstream helps
business and marketing users work faster and smarter to focus on their first
priority—customers.

Exstream is part of the OpenText™ Experience platform, which combines best-in-

class software solutions that address all interaction points on the customer journey
for better customer engagement. Only OpenText provides customer communication
integration with analytics, web content management, rich media and digital asset
management, output management, intelligent forms and call center optimization.

Cloud or on-site deployment options

Exstream is designed to run on-premises or be deployed in an OpenText Cloud
environment as a transaction-based (i.e. per communication produced) subscription
along with managed hosting fees and any professional services required to deploy
and maintain the solution.

OpenText Exstream 4/6

 Personalized videos for better engagement
Don’t take our word Including personalized videos as part of an overall communication creates better
for it. Fortune 500 informed, more engaged customers.

companies love Through a partner integration, Exstream can leverage data to create personalized
videos during the composition process. In addition to reflecting unique information
OpenText CCM about a user, these personalized videos can simplify complex information,
solutions, too! be enhanced with additional marketing messages and can offer a choice of
products and services based on data analytics. This solution does not require
9 of the 10 Fortune 500 technical video production expertise and provides information at point-of-need by
life insurers use OpenText embedding native video personalization directly into Exstream output, improving
CCM solutions open, click-through and conversion rates.

7 of the 10 Fortune 500 Integrated communications where business users work

P&C (stock) insurers use
OpenText CCM solutions Organizations can augment their enterprise systems of record with the best “out-
of- the-box” integrations with leading business applications, such as SAP and
Salesforce, and core industry systems such as Guidewire InsuranceSuite™ and Duck
9 of the 10 Fortune 500
Creek software. This allows users to to compose a variety of personalized business
commercial banks use
OpenText CCM solutions communications from the applications within which they are already working.

Integration with Salesforce

7 of the 10 Fortune 500
health insurers use OpenText Organizations can maximize their investment in Salesforce® by enabling document
CCM solutions generation from within the industry-leading customer relationship management
(CRM) solution through OpenText™ Exstream™ for Salesforce®. Whether producing
a single customer service email or millions of personalized sales letters,
Exstream for Salesforce helps to rapidly synthesize relevant business data and
content into compelling written communications—all from within the familiar CRM
environment. Users can also:

• Generate highly personalized correspondence via a built-in rules engine

• Retrospectively discover and view generated content from within the

Salesforce interface

• Align all corporate templates to stay on message

OpenText Exstream 5/6

 New features in Exstream
Description
16.6. and update 1

Browser-based design • Allows users to drop in and preview content for mobile and desktop screens

• Designs high quality multichannel communications from scratch, including

responsive HTML5, mobile and print

• Provides same design experience for mobile, email, HTML and page-based
communications with full content re-use across channels

Expand and integrate design and • Exports content from Exstream’s Design Manager to CAS
authoring with interactive editing
• Includes impact control for resources and themes
capabilities
• Enables authoring in web-based design

• Offers realtime simulation and interactive variables for authoring

Visual compare and improved section • Enables users to create and manage nested sections and their content
management in authoring
• Allows users to create and manage content in Content Author, which will be
selected in an Exstream Empower Editor document

• Allows approver to see text changes when comparing the latest submitted for
approval version and the previously approved version

• Includes revision tracking

Web-based communication flow • Includes a drag and drop dashboard to easily model communication flows from
modeling input types and templates for potential delivery channels

Key integrations extend ease of use • Includes enhanced ecosystem integration for Guidewire, SAP and Salesforce

Web-based communication flow • Includes a drag and drop dashboard to easily model communication flows from
modeling input types and templates for potential delivery channels

Key integrations extend ease of use • Delivers enhanced ecosystem integration for Guidewire, SAP and Salesforce

End-to-end tracking, communications • Provides graphical visualization of communications jobs and processes
flow (job) visualization
• Offers job notifications and performance enhancements

Why OpenText?
Learn more Exstream is OpenText’s strategic, innovative and continually evolving CCM platform.
The solution extends organizational CCM capabilities to include business user-
driven content creation and modification, a premier batch engine that is faster than
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other CCM solutions and the ability to ingest data in any format, greatly reducing
document processing time. Exstream is the No. 1 CCM solution in market share
and enterprise deployments. It is part of the OpenText™ Experience Suite Platform,
which includes solutions for digital asset management, web content management
and more to provide a complete, 360-degree customer experience across
all interaction points of the customer journey. The Experience Suite Platform
enables organizations to improve customer loyalty and create connected, engaging,
personalized experiences that yield better, longer-lasting results related to customer
lifetime value (CLV).

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