NewgenONE OmniOMS

Omnichannel Customer
Engagement (CCM)
 Overview
Engage with customers in context through their channels of preference with full
control and visibility across the enterprise. Deliver a delightful experience across the
journey.

Design, manage, and distribute engaging end-to-end communications from a

centralized platform while tapping various cross and up-sell opportunities. OmniOMS,
built on NewgenONE platform, integrates with diverse systems and applications,
and is cloud-friendly with containerization support on AWS and Azure platforms.
The container architecture enables organizations to leverage cloud to achieve faster
time to-market, reduce infrastructure costs, and improve communication generation
performance.

Business Challenges
Inconsistent communications Non-scalable and high costs due to
Lack of personalized and on-premises deployments
targeted communications Risk of non-compliance
Rigid and time-consuming
communication designing

Process & Manage

Batch On-demand One-to-one Workflow-driven
Communication Response Correspondence Communication

Branding and Multi-lingual Whitespace Industry

Personalization Communication Marketing Compliance

Integration Design Generate Track Engage Output

Ecosystem Channels

Customer and Master Templates & Communication Production Social Listening Printer E-mail
Employee-facing Components Scheduling Monitoring
Applications
Web SMS
PDF/MS Word Natural Language
Approval Workflows Response Tracking
Data Formats Import Processing(AI/ML) FTP Social
and Sources
Archive
User-defined Rules Multiple Format Comprehensive Conditional
Output Reporting Routing

Version Control RESTful APIs Audit Logs Contextual Response

Omnichannel Customer Engagement(CCM)

Deliver All Types of
Communications
Enable structured, scheduled, and consistent
Batch Generation
communications processed in large volumes

Transactional communications, such as account statements, credit card

statements, phone/utility bills, and more

Non-transactional communications, such as e-mail/SMS reminders,

notifications, etc.

Deliver communications in real time with

On-demand Generation
triggers from enterprise business applications

Online policy or statement generation and transactional confirmations/OTPs

Instant issuance of ID cards, benefit statements, and others

Add a human touch to communications by

Interactive Generation arranging variable data and content in a
structured template

Welcome kits and negotiated documents, such as group insurance

policies or derivatives
Appeals and grievances communications
 Core Capabilities
Communication Designer

Design highly personalized and engaging communications while ensuring consistency

and standardization. Embed various types of graphs, charts, tables, images, and
barcodes, and leverage multi-lingual capabilities.

Flexible Designing and Authoring

Enable component-based designing of communications for consistency,

compliance, and standardization

Design and publish attractive Insert digital signatures, graphs,

emails, PDFs, documents, SMS, tables, buttons, annotations, barcodes
WhatsApp messages, and social (standard, QR Code, IMB), and
communications via an intuitive watermarks
drag-and-drop interface
Gain insights into various stages
of the design jounrey with
Import Microsoft Word/Adobe
web-based reports
PDF files for effortless designing

Define reusable templates Deliver highly dynamic

designs for images, tables, communications by capturing
company policies, and disclaimers external content during real-time
communications
Leverage controlled editing
capability to provide business users Design and generate fillable
with the flexibility to define editable PDFs and extract the filled data
and non-editable sections within for seamless integration with
templates other lines of systems
Extensive Template Management Mask and encrypt data during rest
and transition, ensuring
Facilitate security, collaboration, reusability, compliance with HIPAA and
and content sharing by leveraging PCI DSS
extensive template management capabilities
and in-built template library Enable digital signatures and leverage
hardware security modules
Utilize master layout to create
components that can be reused across Create secure PDFs and prevent
multiple reports and pages forgery by using password protection
and user-based access
Enable centralized template
management to make changes to all
Strong User Management
the connected reports and pages from
and Extensive Audit Logs
a single location
Configure user and rights-based
Enable versioning, check-in/check-out,
approval, and role-based access across access
templates Enable two-factor authentication to
prevent unauthorized access to user
Utilize workflows to set up a
multi-level template approval accounts
process, involving different teams Enable Single Sign-On (SSO) to
View external data sources used in implement centralized authentication
templates from the data gallery and provide access without
compromising on security and
Import and export templates and their efficiency
associated data automatically from
one environment to another Provide access control to
encompass reports, master
layouts, and layout components
Efficient White Space Optimization based on IT policies
and Rule-based Personalization
Monitor user performance
Send relevant, targeted communications with detailed audit reports
based on customers' profiles and preferences
Leverage support for
Utilize white spaces and maintain the LDAP and active
relative positioning of templates directory based
Use the web-based content repository authentication
for marketing images and content

Configure business rules to personalize

offers and promotions

Secure Communications

Ensure secure document creation and

delivery with various security features
Communication Generation
Generate highly personalized batch, on-demand, and interactive communications.
Enable job based generation and scheduling of output cycles based on customer
preferences.

Automated Document Generation Leverage a web-based, user-friendly

interactive editor for managing
Generate documents without coding
contracts and letters
for batch, interactive, and on-demand
outputs Reduce errors with controlled and
permission-based editing rights
Facilitate priority-based
communication and Increase collaboration with approval
auto-scale per business needs workflows and review comments

Track the output generation Integrate with core systems for

status in real time automatic data population
Generate operational reports with
graphs, charts, and drill-downs Diverse Integration

Enable differently-abled Access NewgenONE OmniOMS from

users by generating PDF/UA any enterprise application or system
- universal accessibility
compliant output Integrate with third-party applications
through web services, such as REST
Provide differently-abled users (JSON), and SOAP (XML). Ensure
access to information by generating database connectivity with
PDF/UA- Universal Accessibility ODBC/JDBC connection
compliant output
Leverage support for XML, spool files,
Faster Letter and Contract flat files, and RDMS
Generation Facilitate integration with any BPM
and CMIS-compliant ECM system
Reduce document generation time,
deliver personalized, multi-channel Store and retrieve communications
communications, and minimize errors securely through Amazon S3 Buckets
by providing a controlled, editable and Azure blob containers, ensuring
interface to users high availability of data
Communication Distribution
Track and send communications via e-mail, SMS, and WhatsApp. Ensure timely
communication with customers through their preferred channels using the dynamic
distribution engine.

Multi-channel Distribution

Distribute content across various social media platforms as well as digital and
print channels

Configure preferred modes of Generate samples and proofs for

communication per customer validating each output before the
needs actual distribution

Create short URLs by integrating Track the delivery status of

with third-party URL shortening communications - delivered,
providers like Bitly clicked, undelivered, bounced, etc.

Communication Monitoring
Gain a 360-degree view of the customer communication lifecycle via comprehensive
dashboards and reports. Meet compliance and audit requirements by capturing and
archiving detailed communication logs. Furthermore, proactively monitor the
system's health consistently.

Communication Tracking

Generate reports in real time and track Export monitoring data to various
delivery of communications across formats, including Microsoft Excel
various channels, including print,
Govern activities, such as
e-mail, and web
communication scheduling,
Utilize a batch communication approvals, audits, and tracking
dashboard with filters for cycle, while leveraging comprehensive
job, and timestamp dashboards

Monitor read, unread, or

bounced communications, as
well as click rates of promotional
offers
Why NewgenONE OmniOMS?
Effortless migration of templates from the legacy CCM
systems to the modern cloud-based OmniOMS platform

Faster communication generation by leveraging the

cloud-native platform services

Increased revenue through improved cross- and up-sell

opportunities

Enhanced multi-channel delivery

Personalized and enhanced customer experience

Seamless integration with legacy systems and core

enterprise applications
June, 2023