OpenText, the global leader in Enterprise Information Management (EIM), today announced that it has been positioned as a leader in The Forrester Wave: Document Output For Customer Communications Management, Q1 2014 report.
Forrester Research, Inc., defines Document Output for Customer Communications Management (DOCCM) as, "Software used to compose, format, personalize, and distribute content to support physical and electronic customer communications and improve the customer experience."1
Forrester forecasts that over the next five years, "DOCCM platforms will evolve toward broader communication needs and more tightly integrate with smart process apps built with advanced authoring, workflow, business rules, analytics, and integration with enterprise marketing platforms." Forrester cautions that, "Enterprises that maintain point solutions without adopting enterprise solutions will struggle to meet emerging customer experience expectations."2
Eleven vendors were selected for evaluation having demonstrated the ability to support interactive, on-demand, and structured document output segments, to provide innovative solutions for DOCCM, and to generate strong customer interest from Forrester clients through inquiry. The software providers were measured against criteria based on current offering, strategy, and market presence.
OpenText StreamServe was assessed on multiple levels including: document design, business empowerment, breadth of use case and application support; workflow, implementation and reporting; as well as product strategy and installed base. With a target focus on the CMO who desires more meaningful conversation with customers and "ramped up integration", OpenText attained standing as a leader in the report.
OpenText StreamServe, a Customer Communications Management (CCM) solution and key component of OpenText's Customer Experience Management strategy, provides extensive in-house capabilities for defining, producing and interacting with enterprise documents.
"We're pleased to be recognized as a Leader in the Wave report because we believe it speaks to our responsiveness to the needs of our customers, and in particular today's strategic CIO," said Kevin Cochrane, Chief Marketing Officer, OpenText. "Our technology is helping the strategic CIO partner with the line-of-business owners to creatively open their channels of communication to provide better customer experience while attending to the needs of the information worker with more flexible and mobile solutions."