OpenText Introduces Extended ECM Enabler for Microsoft Dynamics for Customer Service

Date Entry
November 1, 2018

PaperFree partner OpenText recently announced the introduction of their OpenText Extended ECM Enabler for Microsoft Dynamics 365 for Customer Service.  This solution combines OpenText's ECM portfolio with Dynamics 365 for Customer Service to improve customer service workflows and customer engagement - in short, it integrates content services into processes.  This solution was developed in partnership with Contesto.

From the press release:

"A direct relationship between an organization and its customers is vital for a successful business," said Patricia E. Nagle, senior vice president, CMO, OpenText. "Extended ECM allows customer-facing employees to contribute and consume critical business content from directly within the Microsoft Dynamics 365 business applications. Armed with the right information, data and insight, employees can provide a more personalized experience to customers, helping the intelligent and connected enterprise to drive revenue, loyalty and success."

Nagle continued "With these new capabilities and integrations into Microsoft Dynamics 365, OpenText continues to define the future of work and digital business. This latest announcement is evidence of the strength of our ongoing relationship with Microsoft, including the availability of multiple certified OpenText products, and the ability to run all OpenText solutions on Microsoft Azure."

"As an OpenText partner, Contesto designs, builds and implements OpenText solutions to manage and deliver the right information, at the right time. We specialize in delivering content services to digital enterprises. Leveraging the rich capabilities of the OpenText Extended ECM Platform was a natural choice for us," said Christine Brandtzæg, CEO, Contesto AS. "We see a significant opportunity for organizations using Microsoft Dynamics 365 for Customer Service to benefit from information fueled business processes."

The solution improves business processes in sales and service scenarios, collaboration, and customer service from both structured and unstructured content.  However, customer-facing roles continue to be supported by the Dynamics 365 application while the improved ECM database feeds the backend to provide enhanced access to information.

OpenText has additional products to connect the digital workplace - OpenText Content Server; Documentum Content Server; Media Management; Archive Center, Application Governance & Archiving for SharePoint; Extended ECM Platform, Web Site Management and Capture Center.

This article was based on an October 29, 2018 OpenText Press Release.

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