Waterloo, ON – January 13, 2016 – 2016-1-13 – OpenText™ (NASDAQ: OTEX, TSX: OTC), a global leader in Enterprise Information Management (EIM), today announced that it has been positioned as a leader in Gartner’s Magic Quadrant for Customer Communications Management Software report, published on December 21, 2015 by one of the leading worldwide research and advisory firms, Gartner, Inc. The report evaluated 16 Customer Communications Management (CCM) vendors.

According to the Gartner report, “Gartner estimates that CCM was an $800 million market for fiscal year 2014, and it is expected to show a compound annual growth rate of 9.8% from 2015 to 2020.”

Gartner notes that “The CCM market has evolved from the convergence of document generation/composition and output management technologies. Current CCM solutions include the core elements of a design tool, a composition engine, a workflow/rule engine and multichannel output management… Today, CCM software focuses on the creation and delivery of outbound communications to customers.”

“We believe being recognized as a leader in this report underlines the powerful commitment we make to our customers to be a top provider. With significant development and acquisition investments to expand our CCM portfolio and provide rich solutions, we continue to exceed the evolving market requirements and gain recognition throughout the industry,” said Adam Howatson, chief marketing officer at OpenText. “In our increasingly digital world, companies need solutions that create an omni-channel experience with a unified message across every platform to enable their survival through the digital transformation. OpenText solutions are designed to address the complexities and speed that organizations need and continues to innovate and align with the industry on its evolving needs in the digital world.”

The report notes, “Cost optimization remains one of [the] strongest drivers for CCM — more than 70% of the customers Gartner surveyed reported that their top goal for implementing CCM was reducing the costs associated with printing and postage. This means a shift away from print to electronic communications…Organizations are also looking to improve their communications with customers and to ensure these are relevant. Increasingly, CCM vendors are adding rich media — including video capabilities — analytics, and context awareness to their platforms.”

OpenText Customer Communications Management solutions, OpenText StreamServe and OpenText PowerDocs, empower business managers to rapidly and directly create content, such as marketing messages, campaigns, and cross/upsell offers, and to control how and when this content is automatically included in customer correspondence. With OpenText StreamServe, organizations add extensive in-house capabilities for defining, producing and interacting with enterprise documents. Automating the flow of paperwork through electronic checkpoints, OpenText StreamServe reduces cost, accelerates timelines, and substantially improves the impact of communications. Our new expanded portfolio of CCM solutions now integrates with top CRM solutions to provide new levels of interactive correspondence.

The Magic Quadrant provides a graphical positioning of four types of technology providers, in markets where growth is high and provider differentiation is distinct. “Leaders drive transformation in the CCM market. They have the highest combined scores for Ability to Execute and Completeness of Vision. They are doing well and are prepared for the future with a clear vision. They have strong channel partners and a presence in multiple regions; they achieve consistent financial performance; and they offer broad platform support and good customer support. In addition, they dominate in one or more technologies or vertical markets. Leaders are aware of the ecosystem in which their offerings need to fit.”

OpenText Customer Communications Management simplifies and automates document-related business processes to improve business performance and efficiency. With OpenText Customer Communications Management, both business-to-business (B2B) and business-to-consumer (B2C) organizations can create, produce, and distribute enterprise documents on-demand and engage more profitably with customers. Personalized documents are created through rules-based dynamic assembly and presented to customers, partners, and suppliers in multiple formats across multiple channels to drive business impact. Simple to deploy and maintain, OpenText Customer Communications Management delivers dynamic composition, document process automation, and output management capabilities. The solution is designed to scale across any document-driven business process and easily integrates with ERP and supply-chain systems and applications.

OpenText Customer Communication Management is part of the OpenText Customer Experience Management (CEM) Suite, a suite of well-integrated products including OpenText Media Management, OpenText Web Experience management, and OpenText Portal. OpenText CEM Suite is one of the key product lines that comprise the OpenText Enterprise Information Management (EIM) strategy.


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