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Description
Cultivating lifelong customers necessitates the creation of intelligent and interconnected omnichannel experiences while simultaneously enhancing operational efficiency. Customer experience management (CEM) focuses on the strategic design and responsive adaptation of customer interactions to not only meet but surpass expectations, resulting in heightened satisfaction, loyalty, and advocacy from clients. Platforms dedicated to customer experience management provide a comprehensive suite of tools designed to generate and deliver seamless omnichannel experiences, as well as monitor customer interactions throughout their entire journey. These platforms facilitate improved collaboration within organizations and enable quicker execution of strategies, ensuring that highly personalized experiences can be delivered on a large scale. The OpenText™ Customer Experience Platform empowers both Marketing and Line-of-Business teams to enhance existing systems of record, like MRM, CRM, and ERP, thereby enabling the intelligent crafting of individualized experiences that truly embody data-driven omnichannel strategies on a significant scale. By leveraging such capabilities, businesses can foster stronger connections with their customers that lead to long-lasting relationships.
Description
Built on cloud architecture (SaaS), ThinkOwl features AI-powered tools that streamline workflows—from ticket management to client engagement. ThinkOwl AI platform offers the perfect blend of service desk features, conversational or generative AI, business process automation, and an omnichannel communication environment. Additionally, ThinkOwl excels in data analysis, generating advanced reports that offer real-time insights into KPIs across topics, teams, and channels.
API Access
Has API
No
API Access
Has API
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Pricing Details
$0
Free Trial
Yes
Free Version
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
Yes
Live Rep (24/7)
No
Online Support
Yes
Customer Support
Business Hours
Yes
Live Rep (24/7)
Yes
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
No
In Person
No
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
Yes
Vendor Details
Company Name
OpenText
Founded
1991
Country
Canada
Website
www.opentext.com
Vendor Details
Company Name
ThinkOwl
Founded
2017
Country
United States
Website
www.thinkowl.com
Product Features
Customer Experience
Action Management
No
Analytics
No
Customer Segmentation
No
Dashboard
No
Feedback Management
No
Knowledge Management
No
Multi-Channel Collection
No
Sentiment Analysis
No
Survey Management
No
Text Analysis
No
Trend Analysis
No
Experience Management
Action Management
No
Analytics
No
Customer Segmentation
No
Dashboard
No
Feedback Management
No
Knowledge Management
No
Multi-Channel Collection
No
Sentiment Analysis
No
Survey Management
No
Text Analysis
No
Trend Analysis
No
Product Features
Complaint Management
Case Management
Yes
Complaint Classification
Yes
Corrective Actions (CAPA)
No
Customer Complaint Tracking
Yes
Feedback Management
Yes
Forms Management
Yes
Issue Tracking
Yes
Quality Assurance Management
No
Routing
Yes
Self Service Portal
Yes
Social Media Monitoring
Yes
Survey Management
Yes
Customer Experience
Action Management
Yes
Analytics
Yes
Customer Segmentation
Yes
Dashboard
Yes
Feedback Management
Yes
Knowledge Management
Yes
Multi-Channel Collection
Yes
Sentiment Analysis
Yes
Survey Management
Yes
Text Analysis
Yes
Trend Analysis
Yes
Customer Service
Alerts / Escalation
Yes
Appointment Management
Yes
Call Center Management
Yes
Email Management
Yes
Knowledge Base
Yes
Live Chat
Yes
Performance Metrics
Yes
Queue Management
Yes
Self Service Portal
Yes
Social Media Integration
Yes
Surveys & Feedback
Yes
Virtual Assistant
Yes
Workflow Management
Yes
Experience Management
Action Management
Yes
Analytics
Yes
Customer Segmentation
Yes
Dashboard
Yes
Feedback Management
Yes
Knowledge Management
Yes
Multi-Channel Collection
Yes
Sentiment Analysis
Yes
Survey Management
Yes
Text Analysis
Yes
Trend Analysis
Yes
Help Desk
Alerts / Escalation
Yes
Automated Routing
Yes
Community Forums
No
Customizable Branding
Yes
Document Storage
Yes
Email Integration
Yes
IT Asset Management
Yes
Incident Management
Yes
Interaction Tracking
Yes
Knowledge Base
Yes
Known Issue Management
Yes
Live Chat
Yes
Multi-Channel Communication
Yes
Multiple Brands / Products
Yes
Network Monitoring
Yes
Real-time Chat
Yes
Self Service Portal
Yes
Service Level Agreement (SLA) Management
Yes
Ticket Management
Yes
ITSM
Asset Tracking
No
Availability Management
Yes
Change Management
No
Configuration Management
No
Contract/License Management
No
Dashboard
Yes
Incident Management
Yes
Problem Management
Yes
Project Management
No
Release & Deployment Management
No
Self Service Portal
Yes
Knowledge Management
Artificial Intelligence (AI)
Yes
Cataloging / Categorization
Yes
Collaboration
Yes
Content Management
Yes
Decision Tree
No
Discussion Boards
No
Full Text Search
Yes
Knowledge Base Management
Yes
Self Service Portal
Yes
Live Chat
Canned Responses
Yes
Customizable Branding
Yes
Geo Targeting
Yes
Offline Form
Yes
Proactive Chat
Yes
Screen Sharing
Yes
Third Party Integration
Yes
Transfers / Routing
Yes
Website Visitor Tracking
Yes
Service Desk
CMDB
Yes
Change Management
No
IT Asset Management
Yes
Incident Management
Yes
Knowledge Base
Yes
Mobile Access
Yes
Procurement Management
No
Remote Control
No
SLA Management
Yes
Self Service Portal
Yes
