OpenText Corporation

OpenText Exstream Customer Communications Management for G-Cloud

OpenText Exstream is the market-leading customer communications management (CCM) solution. It enables organisations to create ultra-personalised, compliant communications delivered across a variety of channels.

Features

• HTML5 design to create dynamic, personalized mobile and web communications.
• Generative AI (GenAI), for assisted authoring and content creation.
• Omnichannel communications - web, email, SMS, and more.
• Unified, cloud-based user interface for communication design, authoring, and orchestration.
• Real-time job visualization and dashboards.
• Approval workflows.
• Scale globally and run in the cloud, hybrid or on-premises.
• Multi-cloud platform support; infrastructure components GCP, AWS, Azure, and OpenShift.
• Integrations: SAP, Salesforce, Guidewire, Duck Creek and other OpenText solutions.
• Migration and rationalization tools to move to the cloud faster.

Benefits

• Transform customer communications into exceptional experiences.
• Future proof investments with No.1 ranked CCM vendor .
• Leverage integrated GenAI to improve existing content for greater understanding/empathy.
• Engage customers with personalized communications with enterprise scalability.
• Deliver digital-first communications across channel of choice.
• Design, author, orchestrate, and monitor using thin-client tools.
• Uncover insights to drive proactive and prescriptive customer actions.
• Reduce costs by leveraging dynamic templates and automating document workflows.
• Mitigate risk to ensure the right approved content is compliant.
• Grow beyond CCM - leading composable communications experience platform (CXP)

£0.02 a transaction a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gjones@opentext.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

742033893578380

Contact

Gideon Jones
01189848000
gjones@opentext.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: Prior to agreeing contract, buyers should contact OpenText to confirm terms, solution and scope.
• System requirements:
  • Not applicable. The service is provided using OpenText Cloud infrastructure.
  • We can provide options for alternative hyperscalers.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support levels for Priority 1 (Critical) calls will remain the same (24x7). ; For all other priority calls - standard hours are 8am - 5pm Monday - Friday.; ; The Response Time commitments vary by the classification of the request, as per the list below: ; ; • 1 hour Service request classified as Critical; • 2 hours Service request classified as Serious; • 8 hours Service request classified as Normal
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Please contact your OpenText representative for details. OpenText can provide our standard 'Prime Protect' or 'Premium Support' options. Details are available at: https://www.opentext.com/support; Service level options can be reviewed at the above link and different levels including options for Managed Service can be agreed to at time of contract.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The solution is designed to be intuitive. Online context sensitive help is provided. Any additional requirement for Training would need to be agreed with OpenText at an extra costs prior to contract.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Please refer to the Contract Terms. The OpenText Subscription Agreement outlines the description of services provided, including any data return or data destruction obligations.
• End-of-contract process: At the end of the contract, should data need to be returned in a specific format, OpenText Professional Services can provide services to cater for this. This will need to be agreed and charged for accordingly.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Browser end user interface as well as REST API's.
• Accessibility standards: None or don’t know
• Description of accessibility: Certain aspects of the application and user interface have accessibility features. We are in the progress of reviewing and updating accessibility features for compliance WCAG 2.1.
• Accessibility testing: Certain aspects of the application and user interface have accessibility features. We are in the progress of reviewing and updating accessibility features for compliance WCAG 2.1.
• API: Yes
• What users can and can't do using the API: OpenText Exstream provides the ability to create API's for up- and downstream integration with the OpenText Exstream orchestration functionality, the central integration hub.; ; OpenText Exstream is a highly integrable solution, offering well-documented standard APIs, accessible through Swagger. With the API’s user can, for example, generate documents and connect their job monitoring services.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: This would be agreed between the customer and OpenText Professional Services depending on the customisation required at an extra cost.

Scaling

• Independence of resources: The CCM service provided by OpenText is sized and scaled to accommodate the need in volume of communications. If more volume is needed during the contract, this can be discussed with the responsible OpenText Account Executive.

Analytics

• Service usage metrics: Yes
• Metrics types: Audit information and dashboards for key processing measurements are available.
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers can utilise the app download features to download data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Application dependent exports.
  • Customer specific exports (at an agreed additional cost).
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • This is dependent on source format.
  • Almost any digital format is supported.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Other
• Other protection between networks: MPLS / VPLS circuits
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our application availability base level is 99.5% with 99.9% as a high availability option.
• Approach to resilience: All critical components of our solution are designed to be highly available with multiple instances running in more than one availability zone.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Our Cloud Services User Access Management policy restricts user access based on least privileged access guidelines. Workforce members are only granted rights to access assets needed to fulfil the job functions. Validation is enforced through a full life cycle for identity access management process, and a bi-monthly validation of all access privileges per policy.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: 07/06/2023
• What the ISO/IEC 27001 doesn’t cover: Please refer to the certificate (available upon request and subject to NDA).
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: OpenText has a Global Information Security Policy based on ISO 27001. The details of this policy are confidential. If required, OpenText will be prepared to discuss this policy and details of how these policies are followed on a one to one basis with our customers subject to an agreed NDA.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: OpenText follows a fully mature ITIL Change Management process. More details are available upon request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Monthly industry standard vulnerability scanning. Annual external vulnerability scans. Results are collected, prioritized, and assigned to owners using the Common Vulnerability Scoring System.; ; Unified Threat Management system has updated real-time Anti-Virus and Intrusion Prevention services. Security intelligence feeds from industry leading & government organizations such as CCIRC in Canada or US-CERT in the United States.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: This is covered by the OpenText Information Security Incident Management policy described within section 16 of the GISP. Due to sensitivity of security issues, the GISP and ancillary documents are considered OpenText Confidential.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  OpenText is committed to enabling our customers digital transformations, to become more efficient and reduce their environmental impacts through the use of our products and services. All of our products are delivered digitally, thus we have no need for manufacturing or packaging. Enterprise Information Management solutions by OpenText provide climate solutions for our customers by virtualizing servers, and condensing storage requirements. Zero footprint articulates our commitment to measuring and managing our environmental impact and integrating environmental innovation into our everyday business practices. Staying competitive in the marketplace, attracting the best talent, and having a positive impact on the planet means zeroing-in and holding ourselves accountable to our targets.

Pricing

• Price: £0.02 a transaction a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gjones@opentext.com. Tell them what format you need. It will help if you say what assistive technology you use.