Omnichannel Customer Engagement

Yes, the platform has an embedded Campaign Manager, which can cover the entire customer journey by automating the segmentation process and business rule definition. It can also offer placement on templates (statements, letters, etc.) and campaign reports.

Newgen OmniOMS has a visual interface for workflow configuration through a web-based, user-friendly drag & drop modelling tool. The tool allows users to collaborate while designing and orchestrating communication journeys and touchpoints.

Newgen OmniOMS has a BAM (Business Activity Monitoring) reporting module with a dashboard, along with graphs, charts, and drill-downs for operational reports. BAM reporting module provides users with real-time visibility and monitoring of system activities. It also allows the users to create graphical and tabular reports and dashboards for monitoring and maintaining customer interaction history, activities, and conversation threads.

Yes, the platform allows users to sign documents using a private key and allows sharing of the public key with others for verification. Users can generate signature stamps and apply them to documents. Additionally, the platform also offers digital signature functionalities by integrating with popular e-signature providers such as DocuSign, eSign, eMudra, Adobe Sign, and other PKI (Public Key Infrastructure) providers.

Newgen Digital Sensing platform allows organizations to listen to customer communications across various digital platforms, including email, Facebook, Instagram, Twitter, etc., in real-time and analyze their interactions. The platform uses supervised machine learning models, based on neural networks, to determine intent, classification, and sentiments. It also uses natural language processing and named entity recognition to extract relevant information. The system automatically classifies the customer interaction as a complaint, request, appreciation, etc, and triggers a work item within the process.

Newgen OmniOMS generates communication in different formats for various channels such as email, print, SMS, social media, web, etc. The platform also offers support for delivering the generated communication documents to external delivery channels such as WeChat, WhatsApp, Facebook Messenger, etc., via different integration mechanisms.

The platform provides a designer interface where business users can design different communication templates such as PDF, emails, SMS, and WhatsApp notifications. The users can map the templates with dynamic data variables, apply rules on template objects for personalization and also import existing documents in PDF/MS Word/HTML formats.

Newgen OmniOMS provides a composition designer, which is a template designer interface, an easy-to-use, drag-and-drop tool for component-based designing of communication templates to ensure consistency, compliance, and standardization. There are extensive template management capabilities that provide version control, security, collaboration, and sharing of content among various teams.

It also allows business users to import existing documents in PDF/MS Word/HTML formats. The platform facilitates faster time to market as it empowers business users to design and communicate with customers without any IT dependency.

Newgen OmniOMS supports requirements of complex data presentment through the use of static tables, dynamic tables, nested tables, containers, headers, footers, variable text, images, charts, graphs, etc., within the template designer. This allows the designers to create complex reports/documents and, at the same time, ensure intuitive and modern communications for the customers.

Newgen OmniOMS supports a bookmark feature to better organize documents, tag and navigate to the document’s different sections, clauses,, and automatically generate, during output generation, from the content entries defined while creating the structure and content of a letter, report, or lengthy document.

Yes, the platform provides real-time multi-device preview capabilities during template designing, sampling, and proofing. This allows users to see how the output is getting rendered across devices such as desktops, tablets, and mobile before communication. It also allows users to access Interactive Editor, which offers test data to get the desired output tested.

Yes, the platform supports bootstrap-based HTML5 UI, which enables the development of responsive UI that will run on all devices irrespective of screen size, resolution, and others. It supports code sharing across platforms like Android and iOS.

Yes, the platform offers a web-based designer interface through which business users can create various communication templates, including PDFs, emails, SMS messages, and WhatsApp notifications. Users can also map templates to dynamic data variables, apply rules to template objects for customization, and import pre-existing documents in PDF, MS Word, and HTML formats.

The OmniOMS platform supports an interactive mode of document generation wherein a section of the document can be pulled up and tailored by the business user with controlled editing based on the content’s properties and user rights. The users can open the document in the web-based interactive editor, wherein they can edit or remove the document’s clauses/contents/paragraphs and data values for consistency, compliance, and standardization based on the rights assigned to the user. Users can also review the modifications done to the document in real time, add comments, and send it for approval to the checker. The document comes in the checker’s pending queue from where he can open, review and comment on the changes made in the document.

Yes, Newgen OmniOMS simplifies the management of communication templates through its intuitive, web-based designer interface. The platform allows users to handle various template formats, such as PDFs, emails, SMS messages, and WhatsApp notifications. With OmniOMS, users can easily connect these templates with dynamic data variables and implement rules for personalized content. The platform also enables business users to effortlessly import their existing documents in PDF, MS Word, or HTML formats. This enhances the efficiency of template management, customization, and integration across different communication channels.

Yes, Newgen OmniOMS supports import-export functionality both to migrate one’s own templates or to import existing legacy/competitor templates in PDF, HTML, and Microsoft Word formats into the template designer interface. This activity imports the styling, logos, phrases, tables, content, etc., into the system’s design environment. These can then be further modified per the business requirements to develop the final template. This saves development time and allows the re-use of existing document designs directly in the system.

Newgen OmniOMS supports concurrent development and with a web-based collaborative authoring tool, it allows multiple participants and stakeholders from different departments and teams to collaborate and interact with each other simultaneously while working on a project.

Newgen OmniOMS offers features that allow users to define workflows, organize role-based user groups, generate tasks, and assign them to individuals and groups in real time. These capabilities facilitate the efficient management of end-to-end communication life-cycle processes.

The Newgen OmniOMS complies with HIPAA and PCIDSS standards.

Yes, Newgen OmniOMS incorporates a digital sensing module that leverages Machine Learning (ML) and Natural Language Processing (NLP) technologies to analyze unstructured and structured data, thereby enabling the discovery of sentiment, context, and meaning.

This allows businesses to understand customer sentiment better, identify emerging trends, and extract relevant information from extensive textual data.

Yes, the platform provides a tracking functionality and reports to represent communication Delivered, Bounced, Read, Unread, Link clicked, Unsubscribed, Last read time, etc. Furthermore, by utilizing the existing tracking data within the system, more comprehensive analysis and customized indicators can be developed in the Business Activity Monitoring (BAM), reporting, and monitoring modules or through integrations with third-party tools like Power BI, etc.

Additionally, by integrating with external systems through APIs, the platform enables the ingestion of incoming emails and customer communications into the repository, complete with relevant metadata. This capability allows organizations to maintain a unified archive of all customer contacts and communications, thereby ensuring that a comprehensive history of the conversation is preserved.

Newgen OmniOMS can integrate with 3rd party systems, applications, and services to support live-chat, chatbots, and automated voice functionality for automated customer engagement.

The platform enables the implementation of robust security controls to safeguard the privacy and security of data both at rest (using Advanced Encryption Standard (AES) 256-bit encryption) and in transit (via Hypertext Transfer Protocol Secure (HTTPS) with Transport Layer Security (TLS) 1.2). It also adheres to industry standards such as Payment Card Industry Data Security Standard (PCI-DSS) and Health Insurance Portability and Accountability Act (HIPAA), ensuring the encryption of sensitive information during storage and transmission.

Yes, the platform provides a tracking functionality and reports to represent communication Delivered, Bounced, Read, Unread, Link clicked, Unsubscribed, Last read time, etc. Furthermore, by utilizing the existing tracking data within the system, more comprehensive analysis and customized indicators can be developed in the Business Activity Monitoring (BAM), reporting, and monitoring modules or through integrations with third-party tools like Power BI, etc.

Additionally, by integrating with external systems through APIs, the platform enables the ingestion of incoming emails and customer communications into the repository, complete with relevant metadata. This capability allows organizations to maintain a unified archive of all customer contacts and communications, thereby ensuring that a comprehensive history of the conversation is preserved.

Yes, Newgen OmniOMS has a digital sensing module that uses ML and NLP technologies to provide advanced text analytics capabilities such as sentiment analysis, keyword extraction, and intent classification. The platform provides businesses with valuable insights into customer opinions and attitudes.

Newgen OmniOMS provides a flexible framework to facilitate custom integration as connectors to different business applications such as SAP, Salesforce, Finacle, Temenos T24, SharePoint, etc.  The integration mechanism includes the following:

• Web Services based Integration, Application Program Interface (Representational State Transfer and Simple Object Access Protocol, Java Message Service (JMS), Enterprise Java Bean (EJB), Uniform Resource Locator (URL) integration
• Extensive Extensible Markup Language (XML) and Java API Support, HTTP(s)-based integration services
• .NET based integration
• Inbuilt adapters for email, fax server, CSV, databases etc.
• Readymade plugin for extracting data from spool files
• Database connectivity through Open Database Connectivity (ODBC) / Java Database Connectivity (JDBC) Connection
• Integration using Middleware (MQ Series, Tuxedo), Webservices, XML, ODBC/JDBC Connectors

The platform offers seamless integration with multiple payment gateways, enabling the capture and facilitation of electronic payments from customers. It offers the capability of generating documents and communications, such as invoices, bills, emails, and SMS, with embedded links and QR codes that directly lead to the payment gateways. This allows the end-customers to conveniently make electronic payments.

Once a payment is successfully processed, the platform can receive updates from the payment gateway, triggering payment success emails to the customer and any other relevant parties as per the requirement.