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Adobe launches multichannel customer experience tool

21st Jun 2011
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Adobe Systems has launched a Digital Enterprise Platform and related applications to enable brands to manage the customer experience more effectively across multiple channels.

The firm described the new offerings as a "significant milestone in the delivery of its customer experience management vision" across social, web, mobile and print channels.

Rob Tarkoff, senior vice president and general manager of Adobe’s digital enterprise solutions unit, said that being able to deliver superior customer experiences had become an imperative in achieving competitive advantage.

"The Adobe Digital Enterprise Platform provides a complete foundation for enterprises to truly engage with customers at every point of interaction, through solutions that are easier to use, more effective and productive and more apt to delight the customer and promote brand loyalty," he added.

The Digital Enterprise Platform is modular and enables users to create, provide and manage content based on HTML5, Adobe Air, Flash Player and Reader. The offering is likewise integrated with Adobe’s Online Marketing Suite so that the content can be integrated with new and ongoing digital marketing campaigns.

A number of Customer Experience Solutions will also run on the Platform. An Integrated Content Review package makes it easier and quicker to create, review, store and tweak digital content for use in marketing campaigns. A Web Experience Management application enables users to create, manage and publish content across the web, social media, mobile and email platforms.

A Customer Communications module centralises and manages the creation, assembly and delivery of personalised messages to consumers, while a Social Brand Engagement package provides ways of engaging with new and existing customers.

A Selection and Enrollment application makes it easier for customers to sign up to the corporate website, while a Unifed Workspace enables customer-facing agents to obtain swift access to information to help them deal with queries more efficiently.

The Platform, Integrated Content Review, Web Experience Management and Customer Coummunications offerings will be available in August, while the rest will appear by the autumn.

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