OpenText has announced the availability of OpenText Extended ECM Enabler for Microsoft Dynamics 365 for Customer Service. The new solution, developed in partnership with Contesto, promises to securely and seamlessly integrate content services into business processes.

“A direct relationship between an organisation and its customers is vital for a successful business,” said Patricia E. Nagle, senior vice president, CMO, OpenText. “Extended ECM allows customer-facing employees to contribute and consume critical business content from directly within the Microsoft Dynamics 365 business applications.

“Armed with the right information, data and insight, employees can provide a more personalised experience to customers, helping the intelligent and connected enterprise to drive revenue, loyalty and success.”

Nagle continued ”With these new capabilities and integrations into Microsoft Dynamics 365, OpenText continues to define the future of work and digital business. This latest announcement is evidence of the strength of our ongoing relationship with Microsoft, including the availability of multiple certified OpenText products, and the ability to run all OpenText solutions on Microsoft Azure.”

The integration of OpenText’s ECM solutions with Dynamics 365 for Customer Service enhances business processes, specifically in sales and service scenarios such as lead-to-cash and problem-to-resolution. The integration also enables the enterprise to maximise the value and insight from both unstructured content and structured data.

The OpenText Extended ECM Business Workspace is at the centre of the integration. It allows customer-facing roles to remain within the Dynamics 365 business application, while simultaneously having access to the full breadth of information and documentation from across the organisation needed to provide efficient customer service.

Users can also benefit from a tighter integration with Microsoft Teams. OpenText Extended ECM for Microsoft Office 365 allows organisations to augment the repeatable and consistent collaboration of Business Workspaces with the workplace chat, meetings and notes that Teams brings to internal and external stakeholders.