What is OpenText Communications?
OpenText Communications (formerly OpenText Customer Communications Management) encompasses the management of all communication channels within a company, ranging from traditional letters to digital media such as emails and social media. The goal is to ensure consistent, personalized, and relevant communication in order to increase customer satisfaction and build long-term relationships. Communication should be highly personalized, consistent, and secure, and above all, comply with your company’s compliance regulations. Integration with other systems, such as SAP for data provision and OpenText for information storage, is also possible.
In addition, OpenText offers a wide range of tools to meet various customer communication requirements with solutions such as Exstream, PowerDocs, and the proven StreamServe module. While Exstream serves as a comprehensive platform for omnichannel communication, PowerDocs is specifically designed for creating interactive, rule-based documents within CRM systems. StreamServe, on the other hand, is particularly established in ERP-related mass document processing (e.g., SAP) and often acts as a bridge between business applications and communication that is delivered either physically or digitally.
Doctra is your specialist for your projects
20+ years of technical and strategic experience
End-to-End Consulting and Support
From Concept to Implementation in no time
Why should you choose OpenText Communications?
Personalized Customer Communication
OpenText Communications allows companies to leverage data analysis and segmentation, to deliver personalized communication, that takes individual needs and preferences into account. Through the integration of different communication channels such as E-Mail, SMS, social media and more, companies can ensure seamless interaction. This enhances reach and communication efficiency and ensures customer loyalty and satisfaction.
Continual Optimization
An important aspect of OpenText Communications is the continual analysis and optimization of communication strategies. By collecting and analyzing feedback and data, companies can enhance their communication processes and maximize ROI.
Intuitive and legally compliant usability
For consistent and relevant communication with customers, employees, suppliers and more, templates must be quickly adaptable and creatable by relevant departments. Based on the content, related documents can be automatically attached, ensuring that company policies, legal requirements, and the security of sensitive data are adhered to. To ensure data security and traceability, close integration with leading systems is possible.
High-performance batch processing and multi-channel communication
OpenText Communications offers organizations a secure, highly scalable and efficient solution to communication. The sophisticated output management tool, capable of handling complex requirements, is designed to efficiently process large volumes of data.The solution is part of a multi-channel CXM-architecture, integrating with a DMS and offering numerous features for sending SMS, E-Mails and other formats.
Doctra is your specialist for OpenText and SAP.
Our Supported OpenText Products in the Area of OpenText Communications
OpenText Exstream – The Central Platform for Omnichannel Communication
OpenText Exstream is the leading solution in OpenText’s Communications portfolio for creating, managing, and distributing highly personalized, cross-channel customer communications. The platform enables companies to centrally design both interactive and transactional content – for print, email, web, mobile, and more. With powerful design tools and rule sets, business departments can independently create templates and tailor content to specific target audiences. Especially in complex customer interactions – such as in the finance, telecommunications, or energy sectors – Exstream allows for dynamic control of communications, tailored to the individual customer context and the respective channel.
OpenText PowerDocs – Interactive, Rule-Based Document Generation
OpenText PowerDocs is a solution for creating interactive, rule-based documents that integrates seamlessly into existing CRM systems such as Salesforce or Microsoft Dynamics. Business users can independently customize content and templates while ensuring compliance with legal requirements and corporate design standards. PowerDocs is particularly used in scenarios where legally compliant, configurable, and personalized communication is essential – such as contracts, policies, or proposals. The solution offers high flexibility for companies in regulated industries like insurance, banking, or pharmaceuticals, where transparency, traceability, and compliance are critical.
OpenText StreamServe – Output Management from SAP and ERP Systems
OpenText StreamServe, now commonly delivered as part of Exstream, was for many years the de facto standard for document generation and output management in connection with SAP and ERP systems. The solution supports the automatic creation and distribution of large volumes of transactional documents such as invoices, delivery notes, or account statements. Thanks to its deep integration with SAP, StreamServe is ideally suited for companies that require powerful, automated mass processing – with output across multiple channels (print, PDF, email, archive). StreamServe serves as the bridge between structured business data and customer-friendly, well-formatted communication.
Doctra works end-to-end
Business Consulting
A good solution emerges when people take the time to analyze company goals and compare them with suggestions about „best practices". At Doctra, we are familiar with a wide range of business processes from many projects and know how these can be implemented technically and organizationally. Our many years of close collaboration with SAP and OpenText enables us to seamlessly implement your projects and work with you to develop long-term strategies.
Implementation
We don’t just advise; we implement what we recommend. We implement solutions together with you that match the requirements of your company. We ensure that the solutions are optimally integrated into your infrastructure with OpenText and SAP. So that a long-term and smooth operation is possible.
Managed Services for a smooth operation
The operation of a complex ECM system can present a company with a variety of challenges. From providing the infrastructure, performing maintenance tasks such as updates and upgrades, to making configuration changes. At Doctra, we not only assist with project work but also support system operations with our expert knowledge. We offer both on-demand support through our support service and, if desired, we can also take over the ECM system operation for you. With Doctra Managed Services, you receive a professionally managed ECM infrastructure with clearly calculable monthly costs, without any surprises.
Managed Services in DetailExplanation of singular functions
Customer feedback management
Customer Feedback Management refers to the process of collecting, analyzing, and responding to customer feedback in order to improve customer satisfaction, identify issues, and drive product or service enhancements.OpenText Exstream can evaluate customer responses to communications and automatically trigger follow-up processes – such as personalized replies or offer adjustments. When integrated with CRM systems and solutions like PowerDocs, this enables the direct generation of tailored, personalized response letters or offers, which are then delivered through the customer’s preferred communication channel.
Integration with CRM Systems
Through integration with Customer Relationship Management (CRM) systems, CCM platforms can access and leverage customer information to enable personalized and relevant communication, while ensuring a comprehensive view of customer relationships. PowerDocs is specifically designed for this CRM integration and enables business users to automatically generate individualized contracts, offers, or informational letters directly from systems such as Salesforce or Microsoft Dynamics. Exstream ensures that this content is delivered in a rule-based, properly formatted manner through the appropriate channel. This creates a seamless communication process – from data utilization to final delivery.
Output Management
Output Management focuses on the generation, management, and distribution of documents within an organization. It optimizes document output and controls devices such as printers and email systems to efficiently deliver documents to customers, employees, or partners. The goal is to increase efficiency, reduce costs, and ensure that information is available at the right time and in the right place.With OpenText StreamServe – now often provided as part of Exstream – ERP-related processes such as the mass generation of invoices, delivery notes, or dunning letters from SAP systems can be executed efficiently and in compliance with regulations. At the same time, Exstream enables the distribution of these documents across various digital and physical channels, while ensuring adherence to formatting rules, deadlines, and legal requirements.
Digital Accessibility
Digital accessibility means designing websites, apps, and digital content in a way that allows all people to use them, regardless of physical or cognitive impairments. This includes features such as adjustable font sizes, high-contrast colour schemes, subtitled videos, and navigation that can be operated without a mouse. Digital accessibility not only enhances usability for people with disabilities but also contributes to a clearer, more understandable, and user-friendly design of digital content in general. Additionally, digital accessibility is legally required and will become mandatory for many businesses starting in 2025.
Questions about OpenText Communications Management
What types of communication channels are covered by OpenText Communications?
OpenText Communications encompasses a wide range of communication channels – both traditional ones such as letters and phone calls, as well as digital channels like email, SMS, social media, chatbots, customer portals, and mobile apps. Solutions like OpenText Exstream enable centralized management of this omnichannel communication, ensuring that all content is delivered consistently and in a personalized manner via the customer’s preferred channel.
How can OpenText Communications help increase customer satisfaction and build long-term customer relationships?
OpenText Communications helps companies create customer communications that are personalized, clear, and cross-channel. With tools like PowerDocs, customers can automatically receive personalized offers or contracts directly from the CRM system. Exstream ensures that this communication reaches the customer via the right channel at the right time. This meets customer expectations, builds trust, and fosters long-term relationships.
What exactly is OpenText Communications and why is it important for companies?
OpenText Communications is the strategic approach to planning, creating, distributing, and analyzing all communication between a company and its customers, partners, or employees. Technologies such as OpenText Exstream (for omnichannel communication), PowerDocs (for document-driven CRM processes), and StreamServe (for ERP-related output management) enable comprehensive control of this communication—efficiently, compliantly, and with a customer-centric focus.
What compliance requirements must companies consider in connection with OpenText Communications?
Within the scope of OpenText Communications, companies must ensure that all communications comply with current legal and industry-specific regulations—such as data protection (e.g., GDPR), archiving obligations, legally compliant delivery, and corporate design guidelines. For example, PowerDocs provides controlled processes for the legally compliant creation of contracts, while Exstream supports centralized governance for document content and output channels.
Which technologies and tools are typically used in OpenText Communications platforms?
OpenText Communications platforms rely on the interplay of various technologies:
- CRM systems (e.g., Salesforce, Microsoft Dynamics) for personalization and customer data management,
- Exstream as the central tool for designing and delivering cross-channel communications,
- PowerDocs for automated, rule-based document generation from CRM processes,
- StreamServe for seamless integration with SAP/ERP and efficient mass document generation,
- as well as data analytics, archiving, and output management systems to deliver content in a targeted and secure manner.
How can OpenText Communications help improve the efficiency of marketing and sales processes?
OpenText Communications solutions automate communication processes along the customer journey: marketing and sales staff can use tools like PowerDocs to generate personalized offers or contract documents directly from the CRM system. Exstream handles the omnichannel delivery of this content, ensuring it is targeted, rule-based, and delivered in real-time - whether via email, customer portal, or traditional mail. This saves time, reduces manual errors, and increases conversion rates.
Does OpenText Communications support accessibility requirements?
Yes, OpenText Communications enables the creation of accessible customer communications by adapting content to various needs. For example, with OpenText Exstream, documents can be generated in accessible formats that support screen readers or provide alternative display options.
How can existing documents be transformed into accessible content?
The OpenText Output Transformation Server converts documents into various accessible formats, including accessible PDFs (PDF/UA). This enables content to be prepared in a way that makes it easily readable with assistive technologies such as screen readers.
What role does OpenText Exstream play in creating accessible documents?
OpenText Exstream enables companies to create personalized documents that meet digital accessibility requirements. It provides templates that adapt to various output formats and ensures that content is understandable and accessible to different user groups.
Can Doctra assist with the integration of OpenText solutions for accessibility?
Yes, Doctra helps companies make optimal use of OpenText technologies to create accessible content. We analyze existing documents, implement accessible templates, and support the conversion into standards-compliant formats—however, we do not provide legal advice.