opentext experience suite · web experience management expanded business user tools define test...

OpenText Experience SuiteBuilding the Digital Experience Platform

München | 24 March 2015

OpenText Confidential. ©2015 All Rights Reserved. 22

Building the Digital Enterprise

2

Digital Governance and Security

Digital Experience

Digital Workplace

Digital Supply Chain

3

“We shape our tools and afterwards our tools shape

us.” Marshall Mcluhan

Security & Privacy

VS.

Personalized & Contextual

OpenText Confidential. ©2015 All Rights Reserved.

Intelligent Touch-points Aggregate, Analyze and Orchestrate

10

Create compelling and unified experiences across all digital channels.


Evolution of Experience

5

11

Internet of

Everything


Forrester DX Platform Capabilities


MarketingMarketing, Creative,

Brand and Campaign

Managers, web design

Biz DevPartner Manager,

Business Analyst,

Liaison

IT / Tech / DevIT Managers, Data,

Integration and Dev

Sales/ Commerce Loyalty Program

Sales Mgt, Loyalty

Pgm, Digital

Commerce

CS and Customer Satisfaction

Customer Helpline,

CSR, Third Party CS

CustomerBuyer, Prospect

Initiate

Template, Pricing,

Audience Profile

Produce assets,

co-marketing,

Collaboration,

review/approve

offers, personas,

Website, mobile,

social, email

Communication

Personalize

Follow ups

Social activity,

ratings,

comments pics,

Cross-sell, upsell

offers

WebTraffic

Asset Usage

Campaign Metrics

Likes, social,

recommendations

posting,

pics/video, etc

Marketing

Dashboard

D

E

F

I

N

E

E

X

E

C

U

T

E

E

N

G

A

G

E

A

N

A

L

Y

Z

E

O

P

T

I

M

I

Z

E

Pkg Components

-Partner Contracts

-Mktg Assets

-collaboration

Purchase conf

Reservation,

alerts, guest info

Web Traffic

Upsell / xsell

Partner DB

performance

results

GXS / EDI

transaction data,

PZN, Data Privacy

protection

Master Data Mgt

Dashboard

aggregation

Data Privacy

Data protection

Deliver

Loyalty Statement

PIM & Buy Now,

personalize offers

Purchase

Loyalty Points,

online IVR

3rd pty payments

Purchase History

# of new loyalty

members

Loyalty and

Commerce

Support

Online chat,

change requests,

Questions, 3rd

Party

Satisfaction (NPS)

# of contacts, time

# of questions,

common Q’s

Support and

Satisfaction

Personalized offers

and experiences

Purchase & Conf

Rcpt, itinerary,

recommend alerts

coupons, geo Msg

Advocacy, earn

pts

Comms, view rate

Coupons clicked/

downloaded/used

#Social Activiity

Asset

contributions

Profile trending

Planning,

Merchandising,

Inventory and

Regional selling

Planning,

Knowledge

Transfer,

Production,

Training


Key Experience Platform Features

Unified REST APIs &User Experiences

Seamless Integrationwith Ecosystem Apps

Orchestrationacross Enterprise

Simplify. Accelerate.Transform.

Users & Developers Implementation & Maintenance

Business Operations


Accelerating Time to Market

Omni-Channel Experience

World-Class Integration

Mobile, Social, Web, ….Any Device

Any Business Process

CommerceProcesses

ServiceProcesses

PublishingProcesses

Simplify.Transform.Accelerate. Create Publish Measure Adjust Consume


Experience Suite

12

Portal&

Add-Ons

Customer Communications

Management

Web Experience Management

Tempo Social

Media Management

Process Suite & Content Suite

AppWorksGateway

Engage

Inte

ract

Transact

Supp

ort

OpenText Confidential. ©2015 All Rights Reserved.

Experience Suite Platform and Ecosystem

15

eCommer

ce

Marketing

Automatio

n

Globalizat

ionCRM

Web and

Social

Analytics

Web + Interactive Communications

+ Social + Media Services

AP

I’s

/ G

ate

wa

yO

rchestra

tion B

PM


WEB EXPERIENCE MANAGEMENT

ECM OPTIMIZATIONSOCIAL DAM COMMERCE PROFILE SEGMENTATION

OpenText WEM Frameworks

CONTENT

SERVER

BIRT Analytics

MONETATE

Test & Target

TEMPOMEDIA

MANAGEMENTHYBRIS DEMANDBASE

PORTAL

CRM

EXACT

TARGETCCM OTMM

Experience Suite InvestmentsRecent Feature Releases and Future Directions



Expanded Business User Tools

Define test variants with WEM formats to optimize and rollout or rollback changes

Monetate integration for A/B Multivariate testing and experimentation

Google Analytics integration within Preview environment

Drag and drop lists, items and reordering

OpenText System Center for streamlined installation and patching

Marketing / LoB Digital ExperienceOptimize/Publish


Customer Communications Management

Expanded Business User Tools

High volume email and message transactions with OpenTextTrading Grid services

Interactive correspondence as HTML Email and PDF

Support for rules, validation and HTML response processing

Document wizard for doc creation in Content Server and Extended ECM

Process Suite integration for doc creation within a workflow or case

Marketing / LoB Interactive CommunicationsCustomize/Configure


Media Management

New Adaptive & Responsive User Experience

UX adapts to Tablet/Touch devices

Powerful faceted search and search configurations

Integrated with Managed File Transfer for a seamless, secure and fast file transfer and sharing

Creative Review for visual approvals

Embeddable widgets for extended collaboration

Produce Review/Approve Share/Distribute


Strategic Themes:

Orchestrating Digital OperationsEmbedded Analytics Experience and cross-channel analytics Decision tools for “next best experience” Data integration services for digital experience

Manage the “Digital” Supply Chain Connected processes, from Contract Management to

Delivery Project management and orchestration to enable

“Agile Marketing” Creative Review across digital experience channels

Experience Ecosystem Integration Enhanced Commerce integration, content-centric

commerce CRM and Marketing Cloud integrations


Digital Experience Architecture Direction

ExperienceDelivery

ExperienceServices

Platform On Premise OpenText Cloud Hybrid Cloud

EIM & BusinessServices

Responsive Web

Experiences

Responsive Messages

Hybrid Mobile Apps

Adaptive Content

Native Mobile Apps

3rd Party Experience

Delivery

DX Integration Interface

REST APIs / Gateway

Experience Management

CustomerCommunication

Management

Digital Asset Management

Social & Community

Enterprise Orchestration & Collaboration

ECM BPM Trading Grid InfoFusion

Analytics

Ecosystem Experience

Apps

Analytics

Ecosystem Enterprise

Apps

Archive Center


OpenText Experience Suite

Proposed:Delivered:Delivered:

CY=Calendar Year

Digital Experiences

Template design and page tools

Content translation lifecycle improvements and service integration

Media Delivery service for adaptive and responsive experiences

User profiles and data collection

User Experience/Operations

Embedded Analytics / BIRT

Digital Operations: orchestration of production and publishing workflows

On demand communications for Line of Business; Communications Hub

Ecosystem / Integration

Expanded Commerce integration with Hybris for Catalog, Communications and Digital Experiences

Cloud Deployment / TCO

Deployment automation and configurations for private cloud

Simplified patching and deployment

Responsive User Experience New Media Management UX and widget

API

Creative Review for visual approvals and collaborative markup

Digital Experiences & Ecosystem Enhanced design components and

template features

Multiple analytics integration for testing and optimization

New Integrated Use Cases Generate Communications and Manage

assets from Process Suite

High Volume transactions with Easy Link (IX)

Document generation from Content Suite

Infrastructure Simplified installation and patching

Add Windows Server 2012

Master Installer All Suite components

Common OS/DB platform

Shared Authentication OTDS integration across all products

Cross-product integrations CCM with OTMM, Content Server

WEM with Portal, OTMM, CCM, Content Server

Portal with OTMM

AppWorks (REST API) across all products

Ecosystem Integrations Hybris with OTMM and WEM

Demandbase with WEM

Q1 2016December 201531 March 2015

Experience Suite 11.0Experience Suite 10.5 SP1Experience Suite 10.5

Web Experience Management“Control Center” for Managing and Operating Digital Experiences


Multilingual Content Enhancements

Framework for integrating with 3rd party translation vendors Configure integration

Add items to translation group

Route to third-party service (Translations.com, Lionbridge)

Post translation workflows for in-country routing

Workspace view to track status Show items made “stale” by newer masters

Status of third party translation process


Labels and actions

Select Items Add to labelMonitor in

WorkspacesPerform Actions

“All items on

this page”

“These 12

items”

“Translation

Project”

“March

Release”

“Fact Sheets”

“Send to

Translations.com”

“Publish”

“Export”

“What

translations are

stale?”

“What items are

approved?”

“Alert me about

changes”


Managed Templates

Designers can iteratively refine layouts and display views

Javascript templates (mix and match with JSP)

Edit templates from WEM

Open templates from preview

Plug-ins for common IDEs


Page Layout Designer

Goal: enable users to create templates based on responsive grids

Visual tool for creating a responsive grid

Assign WEM regions to locations in the grid

Adaptors for expressing grid using any CSS framework


Design Uptake

Create and Reuse

Select a design to reuse

Content and templates

Identify parts and map to WEM objects

Design

Slurp design

HTML

CSS

JS

Assets

Templates

Content Items

Text Components

Copy

Change references

Change Content


Management REST APIs

Content Create Content Update Content Delete Content Create Version Update Properties Clone item Add image or file

Approve and Publish Approve Content Unapprove Content Rollback Publish Add to group

Site Components Create Site Create Channel Create Template Create Page Layout Create Region Associate template Associate page layout Associate theme

Workflow Start Status Approve Reject Payload CRUD operations


OpenText CEM Roadmap


CY=Calendar Year


User Experience

Template management and editing

Page layout designer

Content Editor Improvements

Labels and actions

Customer Experience

Customer profiles within WEM

Management APIs

Support for 3rd Party translation

Commerce Framework Enhancements

Suite

Content connector for OMMM

Social Components for WEM

Core Improvements REST APIs for Management Operations

Skip level upgrade from WEM 8.1+

Plug-in engines for image formats

Customer Experience Testing framework

UI components and Monetate connector

User Experience Drag-and-drop lists

User control of CSS classes

Simplified & enhanced image/video

Core Improvements/TCO Job queue prioritization

Windows Server 2012

Simplified patching and upgrades

Ecommerce Framework

Essential ecommerce components

Hybris connector

Digital Marketing Framework

Extended user profiles

Targeting rules on site navigation

AB and MVT (via OTWSA 3.0)

EIM Innovations

InfoFusion Search (SOLR4)

OT Directory Services

AppWorks (REST API)

Usability Enhancements

HTML5 media uploads

Inline editing for media items

Top customer feedback items

Q1 2016Q4 2015Q1 2015

WEM 11.0WEM 10.5WEM 8.5 SP1


WEM +

Tempo Social(Architecture Today)

Collab Server

REST API (XAPI)

Collab Services

Portal Server

Portal UX Framework

Tempo Social portlets

TS Admin UX(w/ Moderation)AppWorks App Container

Tempo Social Mobile app

Java API (Legacy)

REST API (Legacy)

Portal User

Mgmt

Admin UI (Legacy)

WEM Server

WEM Presentation

Tempo Social WEM Components

Collab DBOTDS

(optional)Portal DBSolr Search WEM DB


WEM +

Social Server(Strategic Direction)

Social Server

REST API (XAPI)

Social Business Services

Social DB

WEM Server

REST API (Legacy)

Java API (Legacy)

Admin UX (Legacy)

OTDS WEM DBSolr Search

• Breadth of available business services

• Simplicity of widget approach• Simplified technical footprint• Flexibility to create new

experiences

WEM Management UX

Moderation & Management

AppWorks App Container

Customer Mobile App

WEM Presentation

Social WEM Components

Widget API

Media ManagementProduction and Distribution of Media Assets for Adaptive Digital Experience


Strategic Themes:

Embedded Analytics Mission: track the publication usage

and delivery of content

Purpose: provide embedded analytics so business users can understand how content is being used/engaged across all channels

Values: content is produced and delivered in many experiences. Distribution, delivery and consumption data should enable users to understand the ROI of produced content


Strategic Themes:

Enhanced Collaboration

Mission: deliver an intuitive and simplified collaboration experience for media assets

Purpose: Users are able to create collection and invite others to participate in review, approval and editorial processes

Values: Dramatically improve content creation cycle, reduce email based manual processes and improve auditability


Strategic Themes:

Adaptive Media Delivery

Mission: deliver media from OTMM to other systems in multiple formats

Purpose: Approved media assets are required in PIM, Websites, and other omni-channel experiences

Values: Distribution, delivery and consumption data should enable users to understand the ROI of produced content


Strategic Themes:

Private Cloud Deployment

Mission: automate deployment and setup for new architecture components

Purpose: achieve rapid scaling of operations and provisioning of new resources

Values: time to market. The solution scale up or down at short notice on an elastic cloud platform in response to changing business conditions (load, workflow, etc.)




CY=Calendar Year

Media Management

Improved Analytics – See who is using your content and how

Media Delivery Services – Deliver to different channels seamlessly

Multi-Brand OTMM on the Cloud –Administer multiple brands and create unique experiences seamlessly

Enhanced Lightbox and Sharing

Rendition Management

UX Enhancements

More Widgets to embed Media Assets in other applications

Enhanced Administration and Deployment Options

Next Generation OTMM A fully Responsive HTML5 UI for enhanced

multi device user experience Brand Affinity gives the ability to build multiple

branded experiences in the UX New Mega Search and Suggestions Lightbox allows for users to collect and share Drag & Drop Uploader with support for

progress indicators and MFT Widgets for Folder Viewing and Uploading that

can be embedded in other authenticated applications

Multi Asset Check In enhances productivity SSO / SAML Support Responsive IPAD Support Enhance REST interface / API for building

targeted business applications Full UX extensibility framework and AppWorks

Support Upgrade from 7.1, 7.2, 7.2.1 to 10.5 directly

(available Q1 2015)

REST Interface for building targeted business applications

CEM Suite Installer

Assign Renditions to Folders / Assets

Ability to set Expiration for each Export via MFT

Adobe Drive Installer

RHEL Linux 6.4

SQL 2012 and Windows 2012

OTDS 10.5

EPS 10.5

JBOSS 5.2, Java 7

Q1 2016Dec 2015

OTMM v11.0OTMM v10.5OTMM v7.3

March 2015 Delivered:

Customer Communications ManagementCommunications Hub for Digital or Print Communications/Outreach


OpenText CCM Strategy

Continue to enrich the CCM solutions with: Embedded analytics and enhanced functionality for

interactive use cases Deeper integration internally and externally,

particularly for authoring and delivery across the Experience Suite

Increasing opportunity for automation Simplified interfaces designed for the (business)

user’s paradigm Leverage user’s current tool set

Industry solutions built on OpenText CCM Leveraging OpenText portfolio, alliances and

partner expertise Delivery on-premise, hosted, in the cloud or hybrid


Cloud• Support for private-cloud

• Multi-tenant platform

• Application creation and deployment to

private-cloud based server

• Auto ID of required service version

Hot start/stop of required application

service version

Interactive document focused

• Support to call legacy STRS applications


CCM Communication Hub UX

Document editing and resource management Pluggable framework

Improved Ux

Permissions

RESTful APIs

Tablet support

Authoring process integrated as embeddable UX


Common Asset Service• Master repository for all assets Improved admin and migration Common versioning context: resources,

tempate, export package, etc. Permission context for assets Multiple published docdef versions Improved management of DTQP

environments Impact control, notifications,

auditing/statistics


Other architectural enhancements• SSO

– OTDS integration

– Leverage know-how and existing identify

management integrations

– Bundled setup

• New metadata model– Based on Alfresco/JSR metadata models

– Remove dependency to doctype

– Object level permissions

– Higly flexible model




CY=Calendar Year

StreamServe / CCM

Multi-tenancy

Serve different legal requirements,

organizational ownerships,

development lifecycles and

customers, from one environment.

Common Asset Service

Common view of all design objects,

from all design tools, with

permissions, versioning and full audit.

Styles Support

Separate content from design. Reuse

content in different contexts while

maintaining the contextual design.

Flexible meta-data model

Next gen hierarchical , versioned,

meta-data model enables fluid

incremental updates with no

interruptions to your business.

Web UX improvements

Document Template Wizard for CS/xECM

High Volume Emails through TradingGrid

Interactive Objects

Process Suite integration

ServiceCall Filter

Platforms

Adding support for JBoss

Remove WebSphere Application Server support

Remove 32-bit support

Remove HP-UX Itanium support

Remove DB2 support

• Email support for correspondence management

• Composition Center user experience improvements

• Composition Center versioning and traceability

• StreamServe Audit and Analytics

• Cloud Delivery

• CCM for Case Management

• Enhanced Unicode support for APAC languages.

• New generation print management

• EIM Advances:

• Case360 Integration

• EasyLink Integration

• VistaPlus Output Management Integration

Q1 2016Dec 2015June 2015

CCM 11.0StreamServe 5.6.2StreamServe 5.6.1

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opentext experience suite · web experience management expanded business user tools define test...

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