CoreMedia Experience Platform Strengthens Omnichannel Engagement Capabilities with Launch of Content Cloud v12

• Empowering Real-Time Customer Insights for Impactful Individualized Customer Journeys   

• Enhancing Customer Satisfaction through Omnichannel Personalized Engagements with AI and Human Touch   

• Elevating Creator Experience with a Refreshed UI   

• Setting the Highest Standards of Security and Compliance

   

HAMBURG, GERMANY (May 21st, 2024) - CoreMedia, a leading Digital Experience Platform (DXP), proudly unveils CoreMedia Content Cloud version 12 (CMCC v12). The updated CoreMedia Experience Platform adds real-time customer insights, enhanced omnichannel personalization, and data-driven optimization capabilities, empowering global brands to drive impact across more touchpoints in the customer journey than ever before. 

"Sometimes all it needs to finish a buying decision is one relevant suggestion at the right channel, at the right moment" states Sören Stamer, CEO and Co-Founder at CoreMedia. "With the launch of CoreMedia Content Cloud v12, we are revolutionizing customer journeys by using AI to identify customer needs and adding a human touch to drive impact. By seamlessly integrating real-time customer data with content and commerce solutions, the entire customer journey can be hyper-personalized to individual needs and preferences. Our unified Content Cloud and Engagement Cloud capabilities empower brands to personalize omnichannel engagements at scale, driving customer satisfaction and instant, measurable impact.”

Real-time Customer Insights and Journeys 

Data-driven customer insights designed to empower global brands to individualize customer journeys and drive impact in real-time, utilizing CoreMedia's new Engagement Cloud capabilities: 

• CoreMedia Tag: Collect first-party customer data, insights, and preferences to tailor dynamic overlay widgets to pre-defined user segments for more effective online campaigns. 

• Native Segments in CoreMedia Studio: Leverage real-time customer data directly in the Personalization Hub to create unified customer profiles, ensuring the right information gets to the right customer at the right moment. 

• A/B Testing: Enable data-driven decision-making and build campaigns that convert better with a ready-to-use optimization solution directly in CMCC. 

 Creating segments in CoreMedia Content Cloud v12, leveraging real-time customer insights

Omnichannel Personalized Engagements with AI and a Human Touch  

Hyper-personalized digital experiences across text, voice, and video channels drive measurable conversions, customer satisfaction and retention at every step of the customer journey, powered by CoreMedia’s added Engagement Cloud solutions: 

• Smart Overlay Campaigns: Drive impact with dynamic overlays strategically placed on selected pages to targeted users, intelligently triggered by user data and behavior. Overlays seamlessly integrate with Personalized Recommendations, Click2Call or Live Chat to individualize every step of the customer journey and give the visitor control over their contact channel of preference. 

• Live Shopping Support: Guide customers through their purchasing journey utilizing Live Chat, Click2Call, Video Shopping, or Cobrowsing capabilities, tailored to targeted clients who require extra assistance to complete their purchase. 

• Call Transcription & AI Contact Classification: Obtain automatic transcriptions from your call center activity with advanced speech-to-text technology and leverage AI to identify patterns in customer needs to improve the efficiency of your customer support. 

• Proactive WhatsApp Messages: Elevate user engagement and anticipate needs through proactive communication, including initiating conversations, providing timely updates, offering assistance, and delivering relevant information via WhatsApp. 

Personalize the buying journey based on the user’s preferred contact channel

Transform phone call conversations into text, with the power of AI

Elevated Creator Experience with Refreshed UI  

A refreshed UI and suite of feature enhancements make the user experience in CMCC v12 even more enjoyable, efficient, and effective: 

• Visual Studio Refresh: Comprehensive improvements in aesthetics, functionality, and user-centric design of our Studio UI, providing a more immersive and intuitive experience for users across all devices. 

• In-Studio Guidance: Streamlined user onboarding and automated processes to offer valuable insights within Studio, enhancing engagement, efficiency and user satisfaction. 

• Aligned Experience in Engagement Cloud: Unified UI across Content Cloud, Engagement Studio, and Contact Center & Analytics Studio for a cohesive and intuitive user experience throughout the platform. 

CoreMedia Content Cloud v12 enhanced user dashboard

Setting the Highest Security and Compliance Standards  

This release emphasizes significant technical advancements, particularly in the areas of enhancing security and compliance. Key highlights include upgrades to Java 17 and Spring Boot 3.2, essential for maintaining the utmost security standards and ensuring future readiness. 

Elevate Experience and Drive Impact with the CoreMedia Experience Platform 

CoreMedia Content Cloud v12 is now available, with Engagement Cloud accessible to all customers using v11 and above. Many customers have already upgraded to v12, capitalizing on omnichannel engagement capabilities and heightened security measures provided by CoreMedia. CoreMedia is committed to continuously investing in simplifying upgrades and providing personalized upgrade support to unburden its customers. If you want to embark on the Easy Upgrades program, please reach out to our CPTO, Roy Smeets.

To see more, request a demo. Visit our documentation site for more details on the release.