OpenText Communications Implementation Services

For CX, customer communications are the brand at scale. The platform decides whether digital delivery, personalisation, and channel preference work or remain aspirational.

• Omnichannel delivery from one template — channel mix follows customer preferences.
• Personalisation runs as template variations, not as a separate marketing automation campaign.
• Plain-language and accessibility compliance enforced at template level.

For the CMO, the composition platform decides whether marketing can ship a customer communication change in days or in six weeks. Communications puts that authoring in marketing's hands.

• Marketing authors templates in browser without developer tickets.
• Brand consistency enforced through template design system and approval workflows.
• Time-to-market for customer communication changes drops from weeks to days.

For Billing (utilities, telco, banking), the platform decides whether bills go out on time, with accurate calculations, and with the digital channel mix customers expect.

• Batch bill production runs on Communications Server at the volumes the operation needs.
• Digital channel adoption increases as customers can subscribe to email and mobile delivery.
• Bill disputes decrease as personalisation can explain charges in customer-specific context.

For insurance Policyholder Services, every policy issuance, endorsement, and claim communication is regulated. Communications handles them with state-specific compliance built into the template.

• Policy issuance, endorsements, and claim communications composed on one platform.
• State-specific compliance variations handled as template variations, not parallel templates.
• Agent-assisted live composition via Inspire Interactive for service interactions.

For the CIO, Communications retires a mainframe-era composition platform. The infrastructure footprint reduces; the developer dependency for routine template changes retires.

• Mainframe composition retires — Group1 DOC1 / CSF / VIPP estate decommissions.
• Developer dependency for routine template changes reduces; compliance changes ship as versioned templates.
• Same platform handles batch overnight runs and on-demand interactive composition.

For Compliance, every customer communication is a regulator-relevant artefact. Communications tracks template versions, approvals, and the audit trail through the change cycle.

• Template versions with approval workflow — every regulator-mandated change has a documented sign-off chain.
• Plain-language compliance can be verified during the template approval workflow.
• Historical retrieval of customer-specific document versions for dispute or audit.

For the CFO, customer communications carry direct mail costs and the operating cost of the legacy composition platform. Communications reduces both: digital channel adoption shifts volume off print, and the legacy platform retires.

• Print volume reduces as digital channel adoption rises.
• Legacy composition platform retires with its infrastructure and licence costs.
• Same platform handles the growth in regulated communications without proportional cost increase.

For the CTO, Communications is the composition substrate that needs to integrate with the rest of the customer-facing stack — CRM, marketing automation, billing, claims systems.

• Pre-built connectors to Guidewire, Duck Creek, FIS, Temenos, Salesforce.
• Same composition engine handles batch and interactive workloads.
• Generative AI integration assists with content authoring within the template framework.