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What’s new in OpenText Core Content Management
OpenText™ Core Content Management (Core Content) delivers simple, agile and secure cloud-based content management with an AI content assistant. It integrates into crucial business process applications, including SAP® S/4HANA Public and Private Cloud and On-Premise, Salesforce, Microsoft® 365, and Google Workspace to maximize employee productivity, accelerate business processes and enhance governance. OpenText Core Content Management plans now include OpenText Content Aviator GenAI assistant out of the box. A new Premium plan also includes OpenText Core Capture and OpenText Core Signature. May 2026: What’s new in OpenText Core Content Management 26.2 The new features in this release build on OpenText’s commitment to simplifying everyday content interactions while strengthening governance and control. This release introduces streamlined private share links that provide seamless yet secure access to shared content, along with enhanced Microsoft Outlook integration to enable intuitive drag-and-drop saving of emails and attachments. Workflow management is further refined with new controls to prevent self-approval and reduce unnecessary notifications, improving process integrity and user focus. Admins gain improved metadata consistency with a creation date default and greater oversight through enhanced workspace audit visibility. Additionally, a new records management report delivers richer insight into policies and legal holds, helping organizations strengthen compliance and reporting with greater confidence. February 2026: What’s new in OpenText Core Content Management 26.1 This release offers several capabilities that remove friction from everyday work while strengthening governance and intelligence. This includes a new AI-to-AI integration between Microsoft Copilot and Content Aviator, enabling users to securely find and summarize content from Core Content Management directly within their Copilot experience, reducing search time and eliminating unnecessary switching between applications. Collaboration is further streamlined with enhanced Microsoft Outlook integration capabilities, including enabling users to attach multiple files simultaneously and rename them, simplifying content sharing. Users can now edit large Microsoft Office files using the online and desktop apps Admins gain greater control through new upload restrictions based on file type and size, and more flexible workspace configuration options. Users will also benefit from a new recently accessed items widget on the landing page, and richer advanced search capabilities including original source metadata. Expanded workflow notifications and audit visibility improve transparency across document reviews, approvals, and deletion. October 2025: What’s new in OpenText Core Content Management CE 25.4 This release includes several feature enhancements designed to enhance the user experience and increase efficiency. These include enhancements to the Outlook add-in to support full-text search and to allow users to view document and workspace properties, audit trails, version histories, and navigation paths in the side panel directly within Outlook. These updates will allow users to quickly validate document metadata before filing or sharing items without needing to switch applications. Workflow enhancements include the option to add multiple users as workflow co-owners and the ability to share comments on workflow tasks with other users during the review process. OpenText Core Content Management Premium users can now add a signature task as a workflow action. Together, these enhancements offer increased flexibility to workflow users. A new permission level allows users to enable or disable access to download and print files. Premium users can now access OpenText Core Capture directly within OpenText Core Content Management to streamline uploading, classifying, and saving documents. A disposition approval list and audit history for retention policies and holds are now available in OpenText Admin Center, enabling Tenant Records Managers to review, approve, and add holds, as well as to review the history of actions related to retention policies. July 2025: What’s new in OpenText Core Content Management CE 25.3 OpenText Core Content Management is now officially certified for SAP S/4HANA Cloud, Public Edition, making it the first and only SAP Solution Extension (SOLEX) document management system Premium Qualified for GROW with SAP. This release includes enhancements to workflow capabilities, including a new supervisor role to simplify workflow management, a new auto-approve feature to allow quick approval when the initiator is also the workflow approver, as well as enhanced support for multi-round reviews and workflow notifications. A new shortcut feature enables access to files from multiple locations. Two new administrator roles have been introduced. Tenant configuration administrators can configure the tenant but their access to data is based on their permissions. Tenant data managers can access all data within a tenant, regardless of access control restrictions, enabling them to support audits and other compliance requirements. A new records management dashboard has been introduced to provide an overview of retention policies and status. The JATO UX is now released for General Availability. This UX replaces the existing Smart View and is enabled by default for all new tenants. April 2025: What’s new in OpenText Core Content Management CE 25.2 This release includes the launch of the new JATO user experience, which delivers a refreshed, modern user interface. The new JATO UX allows customers to tailor the UX to their preferences, including selecting from light and dark themes, with additional themes to come. A preview of JATO is offered in CE 25.2, and the full JATO UX is expected in release CE 25.3. Other new features include the launch of a new advanced workflow modeler that enables developers to build more complex workflows incorporating integrations with 3rd party applications and OpenText APIs, multiple decision points, delayed actions, posting notifications to 3rd party applications such as Slack or Teams, as well as custom scripting. These can be combined with the existing no-code business workflow modeler to deliver hybrid workflows, enabling OpenText Core Content Management to support more extensive workflow requirements than ever before. This release also includes support for conversational search for related Business Workspaces using OpenText Content Aviator, enabling users to ask questions about content stored in several related Business Workspaces simultaneously. New one-touch Workspace migration ensures that changes made to Business Workspace types or templates are applied automatically to existing Business Workspaces. The Outlook add-in now allows quick access to locations frequently used for saving emails and attachments. Core drive now enables syncing content from the favorites folder to desktop. In addition, dictionary support for picklists is enabled, which allows defining and managing dictionaries for picklists, and reusing them across content metadata. What’s new in OpenText Core Signature CE 25.2 Accelerate the signature process for grouped documents OpenText Core Signature CE 25.2 introduces a “Packages” feature that streamlines signing multiple documents. Customers can group up to five documents into a single package and send the package for digital signature. This feature reduces turnaround time by eliminating the need to send and track documents individually. This capability also improves visibility with a single view of all documents in the package and ensures consistency across related files. For updates on OpenText Core Capture, read the blog. February 2025: What’s new in OpenText Core Content Management CE 25.1 This release includes the launch of two new plans: OpenText Core Content Management Express and OpenText Core Content Management Premium. OpenText Core Content Management Express embeds OpenText Content Aviator, a GenAI assistant, as an out-of-the-box feature at no additional cost. OpenText Core Content Management Premium also includes AI-powered SaaS content management along with digital capture and signature capabilities. Both new plans enable customers to manage the full lifecycle of their content with a SaaS solution more easily than ever before. In addition, this release includes two new business scenarios, bringing the total number of predefined configurations available to six. Customers leveraging OpenText Content Aviator can now enable chart generation through interactive chat. SAP DMS users can now integrate SAP DMS documents into OpenText Core Content Management Business Workspaces. Users of the Outlook add-in will see suggested Business Workspace and folder locations, simplifying the process of filing emails. A new review task is enabled in the OpenText Core Content Management workflow feature to facilitate collaboration. Customers can generate a detailed content audit log report to track how and when content is used and can also enable a new notification to receive in-app updates on selected documents and folders. What’s new in OpenText Core Signature CE 25.1 Email alias for a streamlined experience The new email alias for signature requests feature enhances privacy and streamlines communication. Tenant administrators can now configure an alternate email address (alias) for users within their tenant. Instead of using their primary email address, users can send signature requests through the assigned alias. All relevant notifications are directed to the email alias, ensuring better privacy and monitoring. For updates on OpenText Core Capture, read the blog. November 2024: What’s new in OpenText Core Content Management CE 24.4 OpenText Core Content Management now offers a library of business scenarios for common customer use cases. These predefined, out-of-the-box configurations reduce the time required to configure the solution. Business scenarios for sales, team collaboration, product management, and project management are now available, with additional configurations to come in future releases. In addition, this release includes enhancements for several capabilities. Customers who have enabled OpenText Content Aviator can now search multiple Aviator-enabled Workspaces or documents simultaneously. The OpenText Core Content Management integration with Google Workspace now supports Gmail, enabling users to save emails as well as attachments directly into OpenText Core Content Management. The OpenText Core Content Management integration with Outlook now allows users to auto-generate and insert summaries of selected documents or Workspaces directly into emails, while also sharing a link to the source document. The Microsoft Teams integration now enables previews of Teams files within the native OpenText Core Content Management viewer. What’s new in OpenText Core Signature CE 24.4 Enhancement for a streamlined, secure signing experience Password attempts: With the latest update, OpenText Core Signature CE 24.4 now strengthens document security by limiting password attempts to five. After five failed attempts, the document automatically locks, and only the signature initiator can unlock it to proceed with the signing process. This update not only enhances security by preventing unauthorized access to documents, but it also improves server performance by avoiding an overload of endless password attempts. The document owner gains greater control and visibility, as only they can unlock the document after five failed attempts, ensuring a smoother and more secure signing experience. Session time-out for anonymous users: To enhance security, documents will automatically lock for anonymous users after 20 minutes of inactivity. This feature prevents unauthorized access, allowing only those with a password or OTP (as applicable) to regain access, ensuring document protection without impacting ease of use. July 2024: What’s new in OpenText Core Content CE 24.3 Functionality enhancements to boost efficiency This release includes expanded functionality for multiple features including sharing, the Core Content Outlook add-in, and workflow capabilities. Core Content users can now search in related Business Workspaces. This release also includes updates to sharing functionality. Sharing is no longer restricted to users with full control permissions - users can now share any document they can view. Sharing can also be restricted to permit only named users to receive share links. Users of the Outlook add-in can now bulk file emails directly into Core Content in a single step. Outlook users can also create folders and attach Core Content files directly from within the Outlook add-in. Finally, there are several updates to workflow capabilities. Workflow templates can now include multiple document types, ensuring users don’t need to create the same workflow template for different document types. Task headlines can now include more context, and tasks can be dynamically assigned and reassigned to users based on their role within a Workspace. What’s new in Core Signature CE 24.3 Enhancements for a more secure and efficient digital signing experience Session time-out: To prevent security breaches, users will be shown a session expired pop-up after 61 minutes of inactivity. If no action is performed in the minute following the pop up, the user will be automatically logged out of the application. To continue, they will be redirected to the login screen. Automatic reminders: Senders now have the flexibility to customize the interval at which automatic reminders are sent to signers for signing the document, ensuring timely completion. Find out what’s new in OpenText™ Core Capture. April 2024: What’s new in OpenText Core Content CE 24.2 Integration enhancements deliver added functionality This release includes the launch of a new Outlook add-in for Core Content to allow users to save emails and attachments from Outlook directly into Core Content. Users can also insert links to files stored in Core Content into emails to simplify sharing and collaboration. The integration between Core Content and Google Workspace now includes the option to add files directly from Google Drive to Core Content, as well as the option to start business processes directly from within Google Workspace. The integration between SAP S/4HANA and Core Content has also been enhanced, as S/4HANA users can now integrate ArchiveLink files into Business Workspaces in Core Content. What’s new in Core Signature CE 24.2 Enhancements to provide a seamless signing experience Initials: Core Signature Service now allows placeholder for initials besides the regular signature for a streamlined signing experience. Adding initials is a space-efficient, consistent, and industry-compliant solution. This enhancement will benefit customers in HR, legal, procurement, R&D, etc. departments where users are required to add initials along with the existing signature. Auto-scroll: Avoid interruptions or manual scrolling adjustments required when navigating through a lengthy document with auto-scrolling feature. With auto-scroll, a blue-arrow conveniently guides you to the next placeholder for signature, initials, dates etc. This feature provides a seamless and consistent experience, enhancing efficiency and eliminating manual errors. Focus on the content without missing any area that needs your attention. You can also find out what's new in OpenText™ Core Capture. February 2024: What’s new in OpenText Core Content CE 24.1 Improved accessibility support and expanded regional availability A Voluntary Product Assessment Template (VPAT) was also completed for Core Content. This assessment provides third-party accessibility validation for Core Content. In addition, Core Content and several other Core applications are now available in Australia, with Australian data residency. These include Core Capture, Core Capture for SAP, Core Capture for Salesforce, Core for SAP Success Factors, Core for Supplier Exchange, and Core Experience Insights. In OpenText Core Signature Service CE 24.1 we’ve added the ability to send a private message to individual signers. The new feature enables the sender to add an additional private note to the individual signers along with the signing request. Also, signature request usage can now be monitored in real time via the Admin center, removing the need to manually track usage. Find out what’s new in Core Capture CE 24.1 in this blog. October 2023: What’s new in OpenText Core Content CE 23.4 New integrations empower users to work smarter This release includes a new integration between OpenText Service Management Automation X (or SMAX) and Core Content. This integration will empower service agents and help meet customer expectations for fast, consistent, and hassle-free services by eliminating the need for service agents to switch between applications. The integration will enable service agents to find relevant information, as well as to easily access and manage data (including adding, updating, and deleting) directly from the ITSM system. Integrating SMAX with a SaaS content management solution also safeguards business data in a secure central repository that offers automatic, transparent information governance. This release also includes the launch of OpenText Content Aviator for Core Content. By integrating this AI-powered content management solution with intelligent assistant, customers can embrace new ways to interact with content and extract knowledge. AI-assisted conversational search eliminates manually searching through large volumes of content, while summarization distills complex content into comprehensible summaries, reducing the need for human-intensive effort while boosting productivity and efficiency. In addition, Core Content now integrates with SAP S/4 HANA Private Cloud and On-Premise, including a Business Workspace integration. July 2023: What’s new in OpenText Core Content CE 23.3 New features boost collaboration capabilities and target new use cases This release includes the launch of OpenText™ Core for Google Workspace. This integration allows users to enrich Google Workspace collaboration with enterprise content management and information governance. The powerful combination of Core and Google Workspace will also speed business processes by embedding collaboration and content management into lead applications. Regardless of where users choose to work, Core for Google Workspace will deliver information in context to reduce digital friction and create a seamless digital employee experience. Additionally, users can now leverage document type reporting to simplify data analysis. This new report type allows the tenant admin to export a filtered list of documents including metadata. This feature offers Core Content users enhanced capability to sort, filter, and analyze documents using metadata to gain insight and make informed decisions. Lastly, Core Content is now available in Japanese. April 2023: What’s new in OpenText Core Content CE 23.2 Enhancements to boost user productivity This release incorporates enhanced integration for Microsoft Office 365, allowing users to collaborate in real-time and co-author content stored in Core Content from both the Office Online and Office Desktop applications. Users can now add Core Content as a storage provider in both the Office Online and Office Desktop applications It also offers faster case resolution by allowing users to manage the entire case lifecycle directly within Core Content, eliminating switching between applications. We have also improved capabilities for users working on the go. iOS Mobile users can now scan pages of physical documents and upload them as a single PDF. Android Mobile users can view and edit the properties of each file. Workflow users can now assign approvals to a group rather than adding users one by one. A workflow icon on the document ensures that other users won’t edit while the document is subject to a workflow. February 2023: What’s new in OpenText Core Content CE 23.1 Enhancements to streamline modern work This release enhances support for Microsoft Teams by allowing users to upload files into Teams chat and store the files into an attached Core Content Workspace. It also offers enhanced document review and private share capabilities and enhanced configuration and security controls. In the no-code workflow tool, we have added the ability to publish documents to other locations with a new ‘copy’ action. For developers, the release offers new recycle bin APIs and Integration Widget enhancements. Customers who choose Core Content to quickly address new departmental or industry use cases can now leverage OpenText’s global cloud partner ecosystem to purchase, implement and integrate a complete SaaS content services solution, enhanced with integration into other Core capabilities, including Capture and Signature. October 2022: What’s new in Core Content CE 22.4 Updates for hybrid and remote work environments This release enables users to edit and co-author Microsoft Office documents directly from their desktops via Microsoft Office Online & Office Desktop. It also simplifies the content production processes with the ability to enable Core Content as a storage provider in Microsoft Office, and offers a new regional deployment in Canada, enabled via Google Cloud Platform. June 2022: What’s new in OpenText Core Content CE 22.2 User experience enhancements Enhancements include integration with Microsoft® Teams to deliver the combination of information management, collaboration, business processes and compliance in one SaaS content services platform, as well as integration with OpenText™ Core Capture to provide a complete intelligent capture solution. This release also enables users to create a shareable link quickly and easily for external collaboration and adds the power to create, manage and apply centralized records policies across the organization. February 2022: What’s new in OpenText Core Content CE 22.1 Secure e-signature capabilities Recent enhancements include the integration of OpenText™ Core Signature with OpenText™ Core Content and OpenText ™ Core for SAP Success Factors®, delivering complementary e-signature capabilities to simplify complex business processes and keep approval workflows moving. Enhancements to OpenText™ Core Signature Service offer enhanced control over document forwarding, plus access to a rich set of APIs and tools to customize the user experience while retaining visibility, security, and control. November 2021: What’s new in OpenText Core Content CE 21.4 Integration with Microsoft Teams and Salesforce This release introduces integration with Microsoft Teams, giving users the freedom to choose how they want to collaborate on documents with their peers in Teams. It also introduces SaaS content management for Salesforce users via an integration to the Salesforce Sales and Service Cloud. April 2021: Introducing OpenText Core Content Next-generation, SaaS content services platform OpenText is pleased to introduce OpenText™ Core Content, a next-generation, SaaS Content Services Platform (CSP). Core Content helps organizations quickly manage the content lifecycle around their existing business processes while reaping the simplified deployment, management, and implementation benefits of SaaS. The first release of Core Content builds on our long-standing, proven partnership with SAP, deeply integrating content management with processes managed in the SAP S/4HANA Public Cloud. Core Content is also able to extend and complement the renowned capabilities of OpenText™ Extended ECM, OpenText™ Content Suite and OpenText™ Documentum™. The post What’s new in OpenText Core Content Management appeared first on OpenText Blogs.
What’s new in OpenText Knowledge Discovery
OpenText™ Knowledge Discovery helps organizations make sense of complex, high-volume content while keeping it secure, governed, and ready for AI. As enterprises accelerate their AI initiatives, OpenText Knowledge Discovery continues to expand its enrichment, search, and deployment capabilities to support scalable AI Knowledge Discovery. Explore the full solution on the OpenText™ Knowledge Discovery product page. April 2026: What’s new in OpenText™ Knowledge Discovery 26.2 OpenText Knowledge Discovery 26.2 makes rich media a first-class citizen in your AI strategy. This release introduces a generative AI module that automatically describes images and video frames, extends visual clustering to images, and brings Aviator Search to OpenText Private Cloud, so organizations can close the gap between the content they have and the insights they need. Turn visual content into searchable, AI-ready intelligence If your organization holds large archives of images, video footage, or broadcast content, you already know the problem: that content exists, but you can't find, classify, or use it the way you can with text. It sits in storage, effectively invisible to search and AI. The new image description module for Media Server changes that. Using multi-modal GenAI, it automatically produces rich text descriptions of images and video frames at the point of ingestion, without manual tagging. The result is visual content that is immediately searchable, classifiable, and ready to serve as grounding data for AI. For organizations preparing for GenAI initiatives, this removes one of the most persistent blockers: unstructured visual content that requires text for AI to read, index, or act on, making it effectively visible to any downstream model or search system. Find connections across images and video at scale Visual clustering, previously available for video, now fully extends to images, creating a single analytical layer across both content types. OpenText Knowledge Discovery can now automatically identify and group visually similar content across image and video assets in one pass. Visual clustering of images using OpenText Knowledge Discovery For investigators working through large volumes of visual evidence, connections that once required hours of manual review can now be surfaced automatically. For media organizations managing large image archives, it means duplicate detection, near-match grouping, and related asset identification without human intervention. For compliance teams dealing with visual content at scale, it means faster, more defensible workflows. Most platforms search the text about an image. OpenText Knowledge Discovery now finds relationships within and across visual content itself, a meaningful capability for any organization where visual content is high-volume, manually unmanageable, or critical to investigative and compliance workflows. Aviator Search is now available in OpenText Knowledge Discovery for Private Cloud Aviator Search is now available as an integrated application within OpenText Knowledge Discovery for OpenText Private Cloud. With it, users can query across multiple repositories simultaneously - OpenText Content Management, OpenText Documentum Content Management, SharePoint, file system and other connected sources – using natural language, and receive consolidated answers without switching between systems or manually reconciling results. Organizations that have chosen OpenText Private Cloud for its managed, dedicated environment can access the same AI-powered search experience, without having to choose between operational simplicity and modern search capabilities. If you're running OpenText Knowledge Discovery on OpenText Private Cloud, this means conversational, natural-language search is now part of your deployment. Improved precision PII detection for Japanese content Named Entity Recognition (NER) for Japanese names has been improved, increasing detection accuracy for Japanese personal information across documents. For organizations managing Japanese-language content under privacy regulations, this directly improves the reliability of automated sensitive data classification and governance workflows. Improved security in the ServiceNow connector The ServiceNow connector has been updated with security enhancements, improving how OpenText Knowledge Discovery connects to and ingests content from ServiceNow environments. For organizations using ServiceNow as a source repository, this supports more consistent and secure content flows into the AI knowledge discovery pipeline. To see everything that’s new in 26.2, check out the full release notes. February 2026: What’s new in OpenText Knowledge Discovery 26.1 OpenText™ Knowledge Discovery 26.1 is easier to deploy, easier to use, and easier to scale. This release introduces LLM-powered classification without training data, embeds generative AI question answering directly in Discover, expands global entity recognition, and strengthens connector precision, helping organizations move from search to insight faster. Deploy OpenText Knowledge Discovery in the cloud OpenText Knowledge Discovery is now available in OpenTextTM Private Cloud. Organizations in highly regulated industries can now deploy advanced AI knowledge discovery and knowledge management capabilities, including metadata enrichment, search, and media analysis, within a managed, dedicated cloud environment. This provides the flexibility of cloud with the control, security, and governance that enterprise customers require. Enrichment updates AI metadata enrichment now requires less setup and supports broader use cases. Zero-shot classification allows teams to define categories without a costly training phase or difficult-to-find training data. Powered by large language models (LLMs), this capability speeds deployment and reduces dependence on data science resources. Named Entity Recognition (NER) now includes PII grammars for India, improving detection of addresses and names in regional content. Business grammar extensions also add CV/resume, contract, and invoice entities, expanding OpenText Knowledge Discovery into HR, legal, and finance workflows. Access your preferred large language model for GenAI chat The Discover module now includes a built-in chat capability powered by search abstractor. Users can ask questions about their data in natural language and receive clear, summarized answers, without having to scan long lists of results. This helps analysts move from search to insight faster. For organizations using OpenText Knowledge Discovery on-premises, the chat capability supports connecting to the LLM of their choice, giving them flexibility while maintaining governance and control over their data. Connector updates Connector enhancements improve how content flows in and out of OpenText Knowledge Discovery. Enhanced filtering gives administrators more control over source ingestion, reducing noise and improving relevance. New field discovery simplifies target repository mapping, making it easier to push enriched metadata back to enterprise systems. To see everything that’s new in 26.1, check out the full release notes. October 2025: What’s new in OpenText Knowledge Discovery CE 25.4 OpenText Knowledge Discovery CE 25.4 further enhances capabilities for AI content management, improving connector capabilities, named entity recognition, as well as multimedia recognition, search, and review. Analyze, enrich, and protect content by collections in OpenText Content Management OpenText™ Knowledge Discovery now connects out of the box with OpenText™ Content Management collections. Administrators can now mark collections for automated ingestion. This enables enrichment such as generating summaries, transcribing audio and video, redacting sensitive data, and auto-tagging metadata - all without manual setup. The result: faster content preparation, stronger compliance, and better findability. Filter video clips The Discover application now gives users the ability to focus on relevant moments with additional clipping and filtering tools, simplifying video review. Improvements to content and metadata enrichment * Speech-to-text now supports multi-channel audio, separating agent and client voices for clearer transcription - ideal for contact center analytics and compliance. * Named Entity Recognition (NER) adds grammar support for Oman and UAE, improving sensitive data detection and governance for customers managing content from these countries. Smarter Document processing * The updated universal redaction flow processes long documents page by page and outputs searchable PDFs. This makes redaction faster, more accurate, and easier to review. * The enhanced ExecuteDocumentPython processor simplifies customization. Developers can now build and modify workflows faster with persistent module support and improved guidance. Connector updates The updated Atlassian Confluence connector simplifies deployment and improves security. Customers can now connect to cloud or on-premises Confluence instances without installing plug-ins—reducing maintenance effort and keeping mapped security consistent across environments. To see everything that’s new in CE 25.4, check out the full release notes. July 2025: What’s new in OpenText Knowledge Discovery CE 25.3 OpenText™ Knowledge Discovery CE 25.3 enhances AI search, improves performance, reduces compute costs, broadens global coverage, and helps investigators connect insights across complex data. Aviator Search is fully integrated into OpenText Knowledge Discovery Aviator Search is now built into OpenText™ Knowledge Discovery. Users can perform GenAI-driven, natural-language searches across multiple content repositories from a single, integrated platform. Performance and efficiency improvements Speech-to-text and facial recognition are now faster and more efficient, reducing overall compute and power consumption. Added OCR language OCR now supports the Hong Kong Supplementary Character Set, expanding language support. Connection & LLM integrations The Discover application embedded video player adds preprocessing for review and snapshot generation, helping investigators capture relevant frames and move from visual evidence to analysis faster. To see everything that’s new in CE 25.3, check out the full release notes. May 2025: What’s new in OpenText Knowledge Discovery CE 25.2 This OpenText Knowledge Discovery (IDOL) CE 25.2 release includes various functional and performance improvements, new connectors, file format support, and many other additions. New connectors * Improved OpenText Information Archive connector – An updated bidirectional connector for the Information Archive repository allows it to archive data as well as search and understand previously archived data. * New Guidewire connector – A searching connector enables the ingestion of contract and policy content into the OpenText Knowledge Discovery index. Named Entity Recognition - Landmarks exposed to pre-process * Defined improvements in Named Entity Recognition – Added elements for Turkish Address, more city names in NZ Addressand the NZ Social Welfare number. * Defined improvements in PCI - Added extra delimiters for card details, in names and medical details, as well as expanded landmarks for Telephone context matching. * PII Japanese names accuracy improved - Increased accuracy of Named Entity Recognition detecting Japanese names, and improved ability to correctly identify Japanese names within a document. Opentext File Content Extraction updates and other improvements * File formats - New Design Web Format (DWF) filter support, metadata now available from password-protected iWork files and additional formats detected. * Performance improvements – A reduction in the iWork reader disk footprint as well as a reduction of the footprint of the common third-party libraries. * Easier access to HTML Export from Filter – Improved ability to select XMP metadata elements and subfile extraction arguments added to C++ API * OEM platform – OEM Easier fault diagnosis with library-wide logging, improved security of inter-process mechanisms and better HTML Export fidelity for DWG Docs. January 2025: What’s new in OpenText Knowledge Discovery CE 25.1 Organizations are looking to access all their Enterprise Data; but in a world where 90% of existing corporate knowledge is in Unstructured formats, over 50% of organizations are not tapping into this aspect of their knowledge with any form of discovery. Customers can use OpenText Knowledge Discovery with new interfaces, including using Natural language questioning to reach their information securely across all users. This OpenText Knowledge Discovery (IDOL) CE 25.1 release includes various functional and performance improvements, new connectors, file format support, and many other additions. New APIs added PII named entity resolution REST API – created a published REST API to access OpenTex Named Entity Recognition for PII functionality. Simplifies the adoption of Knowledge Discovery Al technology by internal and external OEMs Rich-Media analysis REST API – created a published REST API to access all Rich Media analytics functionality. Simplifies the adoption of Knowledge Discovery Al technology by internal and external OEMs Ingest and connectors New OpenText DAM connector * A highly functional connector to the OpenText DAM product. This allows OpenText Knowledge Discovery to ingest and enrich content from the DAM repository and keep the data synchronized between the two systems to provide DAM content filtering using the Search Abstractor API Improved security in OpenText Content Management (Extended ECM) Connector * Increased alignment of document security policies between OpenText Content Management and OpenText Knowledge Discovery * OpenText Content Management has numerous document security models above and beyond document folder based, where possible these have now been mapped to OpenText Knowledge Discovery's understanding of access rights OpenText Named Entity Recognition - Landmarks exposed to pre-process Defined grammar landmarks are now visible at the pre-process stage of OpenText Named Entity Recognition * Pre-processing can significantly help in reducing latency and workload, landmarks can be used to help make selection decisions at this early stage. DLP OEM vendors will benefit from this. PII Thailand names accuracy improved * Increased accuracy of OpenText Named Entity Recognition detecting Thai names - the new grammar has an improved ability to correctly identify Thai names within a document Deployment and other improvements Automatic scaling OpenText Knowledge Discovery platform for Kubernetes * Published Helm charts to deploy OpenText Knowledge Discovery with the ability to automatically scale resource - deployment size flexibility along with simplified expansion as and when required Vault integration with OpenText Knowledge Discovery components * OpenText Knowledge Discovery microservices can securely store passwords and keys in the Vault repository (or equivalent) * Customers will benefit from cloud deployment best practice of secure central storage of passwords and keys etc. December 2024: What’s new in OpenText Knowledge Discovery CE 24.4 Organizations are looking to access all their enterprise data; but in a world where 90% of existing corporate knowledge is in unstructured formats, over 50% of organizations are not tapping into this aspect of their knowledge with any form of discovery. Customers can use Knowledge Discovery with new interfaces, including using natural language questioning to reach their information securely across all users. This OpenText Knowledge Discovery (IDOL) 24.4 release includes various functional and performance improvements, new connectors, file format support, and many other additions. New API added Search Abstractor Rest API – created to support conversational question and answering with better context for AI generated responses. Conversation server, working with FAQ answers through Answer bank, Fact bank and now LLM’s remembers the context of questions within the conversations service in Knowledge Discovery. Adding to the great governance provided by curated answers. Filtering support in the Search Abstractor adds parametric fields for pre-filtering of documents. The search results can provide microscopic view of either single or multiple documents through criteria for fine grain filtering. The searching can now utilise prior knowledge to allow focus on RAG document retrieval, by using parametric fields to build a subset of entities for RAG. Working across text documents and images simultaneously in the search abstractor. Searching can now take criteria of both text and images as search criteria, and the results will also include similar images making Multi Modal search available. Ingest & connectors * Salesforce – Updating the connector to stay up to date with the changes in Salesforce. * Additional Pre filtering for focused selection added to OpenText Core Content Management & OpenText Content Management. * IBM FileNet P8 Each document in FileNet can have multiple binary files which we now interrogate. Text analytics * Analytics: LLM based image matching - Image based transformers can be used to generate vectors for the Knowledge Discovery (IDOL) Index. Customers can now search for similar images based on not just the textual description but also the actual image content. Media Server * The Media Server as a NiFi Processor is now available with full functionality. This allow NiFi workflows and the ability to scale and manage the Media Server app though Nifi clustering. * Demo application with abilities to process and analyze images and other functionalities is now available in the Media Server for ease of use. File content extraction * Filtering of Source Code comments * Support added for Metadata output for .mht files & QuickTime (.mov) files. * Extended format detection, with support for 93 additional file formats. * In HTML Export the pdf2sr reader to extract images from pages in a PDF file, you can now configure the size of the images to produce. Deployment & other improvements * HELM charts for Kubernetes provide a comprehensive set of options to assist complex deployments. With the 24.4 release we bring further enhancements to our HELM charts. * Named Entity Recognition SDK: You can load multiple grammars and then dynamically turn off what it is not needed for a particular document, allowing the flexibility of swapping grammars with less degradation of performance in comparison to the loading unloading cycle of grammars. The new thing is a reducing of the overall impact of this process. July 2024: What’s new in OpenText Knowledge Discovery (IDOL) CE 24.3 OpenText Knowledge Discovery CE 24.3 is a significant release for the third quarter of CY24. There is an increasing need for companies to reach a greater variety of data, which adds to the complexity of their search types. We allow all customers to achieve a suitable response in their enterprise-wide search across all levels of an organization. Now part of Content Services, the combination of best of breed products will help organizations who are looking to access all their corporate knowledge through enterprise search. Bringing additional abilities to derive deeper insights, reach actionable conclusions quicker, and gaining a new level of investigative analytics, across content, teams, and projects. Document level security is also enhanced, with extra features to report and export securely and track data delivery end to end. The Knowledge Discovery CE 24.3 release includes various functional and performance improvements, new connectors, file format support, and many other additions. The main improvements in version CE 24.3 are listed below: Ingest * Microsoft Teams, Zoom, Cisco Webex and Google Chat connectors – New connectors allow customers to collect collaborative video meetings for retrospective analysis and/or content retrieval as part of aviator search. Text Analytics * Search abstractor – Customers will have better context provided by the RAG to pass on to the GenAI, therefore experiencing a higher likelihood of a correct answer being produced. * Specific document retrieval – Customer can ask the system to find and return a specific document that matches their unique specification. Rich Media Analytics * OCR improvement – Improved OCR for better support of scrolling text. Customers will experience a higher accuracy of extracted text from video imagery. * Speaker ID improvement – Customers will experience a higher accuracy of Speaker ID from video or audio files. KeyView * Added Audio and Video to the Export SDK. * Added 30 new formats to File detection. * Metadata API Improved to limit duplicated data. * New .NET API. * Added support for Python 3.12. Solutions * Knowledge Discovery Discover – Discover provides investigative analytics and advanced UI for searching and analyzing relations between objects, with project and team collaboration along with full oversight on the analytics process. * Knowledge Discovery for Microsoft Exchange – Knowledge Discovery can be added as a BOT in MS Exchange allowing customers to directly access the functionality via simple natural language prompts emailed to a BOT email address in MS Exchange. Deployment & Licensing changes All components are now published to the Public Docker Hub repository to allow easier installation, maintenance and upgrades. * Eduction Python EDK – Customers who prefer to program using the popular Python language can now use it to control our Eduction engine, simplifying their integration experience. * Eduction for Windows ARM – OEM users of Eduction EDK can now deploy on Windows ARM systems. * Additional license feature* From CE 23.2, we are introducing an additional license feature – a “version.key” * The file is available in the SLD portal for customers with an active support contract and is required for all Knowledge Discovery installations running CE 23.2. * New key will be issued with every future Knowledge Discovery release. April 2024: What’s new in OpenText Knowledge Discovery (IDOL) CE 24.2 Organizations are looking for conversational access to enterprise data; in a world where 90% of existing corporate knowledge is in unstructured data, over 50% of organizations are not tapping into this aspect of their knowledge with any form of discovery. Customers can use the new interfaces with Q&A using natural language questioning to deliver their information with data securely to all users. This OpenText IDOL 24.2 release includes various functional and performance improvements, new connectors, file format support, and many other additions. New solution added: Teams client * Customers can access functionality using simple natural language prompts directly via the Teams interface. Ingest & connectors * Drupal Connector – Updated to support the latest API changes and allow data extraction from old and new Drupal versions. * Google Workspace Connectors – Content extraction is now accessible from the major Google Workspace apps including Mail, Calendar and Chat using dedicated connectors. * Web Connector 2FA – Updated to allow 2Factor Authentication. * Additional new connectors – Stack Exchange; Moodle and OpenText eDocs. * IDOL Media Server – Can now run within NiFi, allowing processing of media streams & sources. Text analytics * Analytics: Search abstraction – IDOL can now automatically decide which index type to use to achieve the best response. The functionality abstracts the complexity of search types, democratizing Enterprise search, and allowing all users to achieve a suitable response, across all levels of an organization. * Multi-document summarization – Generative summary compiled from answers sourced from multi documents. The functionality provides richer answer to any question asked as it can be the combination of multiple parts sourced from different documents. * Dynamic clustering of vector results to identify grouping – Customers can use the grouping of results to select a variation in documents returned rather than returning very similar documents with no added information. * Analytics: LLM based image matching – Image based transformers can be used to generate vectors for the IDOL Index. Customers can now search for similar images based on not just the textual description but also the actual image content. Media Server * The Media Server as a NiFi processor is now available with full functionality. This allow for NiFi workflows and the ability to scale and manage the Media Server app though Kubernetes. * Demo application with abilities to process and analyze images and other functionalities is now available in the Media Server for ease of use. KeyView * Tabular data detection for One Note & pipe separated text. * OCR is now available on MacOS through the KeyView SDKs. * Header & Footer are now configurable through Python APIs. * Significant Performance improvements through Shared Memory Streaming. * Additional Formats, Security & Compatibility improvements. Deployment & other improvements * HELM charts for Kubernetes provide a comprehensive set of options to assist complex deployments. CE 24.2 brings further enhancements to our HELM charts. * Eduction SDK Post-processing access to match context. The post What’s new in OpenText Knowledge Discovery appeared first on OpenText Blogs.
Why modern enterprise content management starts with what you already have
Modernizing enterprise content management has traditionally been framed as a reset moment—rip out legacy systems, migrate everything, and start fresh. But that approach is increasingly out of step with how successful organizations actually transform. Today, leaders are taking a different path: building on what already works. This shift reflects a broader reality. Enterprises are not struggling with a lack of technology—they are struggling with how to evolve it without introducing risk, disruption, or unnecessary complexity. The problem with starting over Large-scale system replacements promise simplicity, but often deliver the opposite. Migration timelines stretch. Data integrity risks increase. Institutional knowledge becomes fragmented or lost. More importantly, transformation slows down and organizations lose momentum. A smarter approach: intelligent extension The most effective strategy is not replacement—it is extension. Modern document management software enables organizations to layer AI, automation, and cloud capabilities onto existing systems—unlocking value without disruption. Platforms like OpenText Documentum Content Management (CM) are specifically designed for this model: * Handle billions of documents in a unified repository * Deliver 99.9% uptime for continuous access * Improve productivity with AI-powered search up to 50% faster This allows organizations to modernize in place, without sacrificing performance or governance. AI needs a foundation, not a reset One of the biggest misconceptions about AI is that it requires entirely new systems to succeed. In reality, AI depends on something far more fundamental: trusted, governed content. Without it, even the most advanced models struggle to deliver reliable outcomes. When AI (OpenText Content Aviator) is embedded into existing content environments—rather than built alongside disconnected systems—it becomes immediately more useful, contextual, and scalable. Organizations can: * Automate classification and metadata generation * Surface insights directly within workflows * Enable conversational access to enterprise knowledge * All while maintaining the auditability and governance required in regulated environments. Flexibility over rigidity Modern, large enterprises operate in hybrid realities. Some workloads belong in the cloud. Others must remain on-premises for regulatory, performance, or security reasons. A flexible, cloud-smart strategy enables progress. Extensible platforms allow organizations to: * Move workloads selectively * Maintain governance across environments * Scale at their own pace This flexibility is reinforced by deployment options that span public cloud, private cloud, hybrid, and on-premises—ensuring modernization aligns with real-world constraints. OpenText Documentum CM supports all of these, enabling a content cloud-smart strategy. From disruption to acceleration The organizations seeing the greatest success are not the ones making the biggest changes. They are the ones making the smartest ones. They are modernizing: * Without disrupting operations * Without compromising governance * Without abandoning proven systems For example, global organizations like Air France-KLM have modernized content management by extending existing environments—improving access to critical documentation across teams while preserving operational continuity. Modernization that grows with you Transformation is not a one-time event—it is an ongoing journey. That’s why flexible, purpose-built pricing models matter. With tiered options such as Express, Premium, and Ultimate, organizations can start with core capabilities and expand into advanced AI, automation, and managed services as their needs evolve. The new definition of modernization Modernization is no longer about replacement. It is about evolution. It is about turning existing systems into platforms for AI, automation, and innovation—powered by intelligent, connected, and governed content. And it starts by recognizing a simple truth: You don’t need to start over to move forward. The post Why modern enterprise content management starts with what you already have appeared first on OpenText Blogs.
Bring your content to every AI conversation
Think about the last time you were mid-conversation with your AI assistant and realized the document you needed was in your content management system, not the chat. So you stopped, switched apps, found the file, copied some text, and pasted it back. By then, you'd lost your train of thought and the productivity AI promised to deliver. The user focus problem is real, and it's getting worse Knowledge workers today toggle among an average of 12 applications: Salesforce, Teams, SAP, email, and more. Every switch fractures focus. Research shows AI-forward organizations save people an average of 2.7 hours per day — but only when AI is woven into the workflow, not treated as a separate tool. The hardest part isn't finding a good AI. It's getting that AI to know what you know — the contracts in your repository, the case files in your archive, the proposals in your workspace. Without that connection, you're still copying your own company's content into a chat window and hoping nothing sensitive slips out. OpenText Content Aviator was built for this. As an AI content assistant purpose-built for the enterprise, it meets you where you already are rather than asking you to go somewhere new — whether that's Microsoft Copilot, Salesforce Agentforce, or Google Gemini Enterprise. Stay in Copilot: Access everything Microsoft Copilot is part of nearly every Microsoft 365 user's workday. Its default reach for grounding is your email, chats, and OneDrive — not the governed content in your OpenText system. The contracts, HR records, regulated documents, and case workspaces your business actually runs are inaccessible to Copilot directly, meaning the final documents, with the latest information, won’t be used in your Copilot conversation unless you take action. Content Aviator is integrated with Copilot, and available in the Microsoft Agent Store. Through the integration, users working in the browser, Teams, Word, Excel, or PowerPoint can easily access Content Aviator from Copilot directly within their ongoing chat and without opening a new window or copying a single document. Your train of thought stays intact, and every answer is grounded in current, predictable business documents, with your existing permissions enforced, avoiding hallucinations or off-topic responses. Stay in Salesforce: Close the loop on every case For sales and service teams, Salesforce is where work happens. Agentforce brings AI into that flow — but the most important context for any deal or claim may not be available from Salesforce itself. It's in the policy documents, inspection reports, and contracts sitting in OpenText. With Content Aviator on the Salesforce AppExchange and AgentExchange, Agentforce pulls from your OpenText repository and surfaces that content right inside the Service Console. A claims adjuster can ask Agentforce to summarize inspection reports and get an answer drawn from the actual case workspace — CRM context and document record together, without leaving Salesforce. Stay in Google Workspace and work with what you know For Google Workspace customers, Gemini Enterprise is where more and more work will get done. Launched last fall as "the new front door for AI in the workplace," Gemini Enterprise brings agentic AI into those tools. At Google Cloud Next this April, OpenText debuted Content Aviator’s latest integration with Gemini Enterprise and was featured in Google's partner agent gallery as a validated agent inside the Gemini Enterprise app. For teams in Google Workspace, that means OpenText content becomes reachable directly from the Gemini chat interface, with permissions respected, without switching apps. Your AI content assistant never moves your data With each of these integrations, your content never moves from Content Aviator because of the zero-copy approach to AI grounding: it retrieves and reasons over your content inside your OpenText repository, under your existing permission model. If a user doesn't have access to a document, the AI doesn't see it either. For organizations in regulated industries like healthcare, finance, insurance, and government, this isn't just a nice feature. It's the only acceptable way to use AI on sensitive content. For everyone else, it's simply the smarter approach. The AI you rely on is about to become smarter and more connected With each integrated AI platform—whether Copilot, Agentforce, or Gemini—Content Aviator delivers secure, accurate access to your most trusted content assets. Users and the AI assistant are better informed, opening up entirely new use cases and opportunities for automation and productivity. And users no longer feel the need to copy their documents outside your organization’s firewall, exposing content to consumer AI, and possibly relying on stale or incomplete information. OpenText Content Aviator is bringing AI-to-AI integration to many more AI platforms via A2A and MCP, as well as SAP Joule. These integrations significantly expand the role of AI in your workstreams, including financial and supply chain workflows. Whichever platform your team calls home, the principle holds: Content Aviator becomes the content layer every AI assistant draws from, grounding the tools you already use in the documents and records your business actually runs on. Great AI starts with great content management OpenText Content Aviator brings that idea to life. Its AI-to-AI integrations connect the tools your teams already use to the content that actually runs your business—secure, governed, and permission-aware by design. This is what makes enterprise AI real: not generic answers, but AI grounded in your documents, your records, and your workflows. With OpenText Content Aviator, every AI assistant becomes smarter, more relevant, and ready to act because it’s connected to the content your business depends on. The post Bring your content to every AI conversation appeared first on OpenText Blogs.
What’s new in OpenText Experience Aviator
AI is now a core part of customer experience (CX) strategies. Many teams are already using generative AI to create emails, web pages, and marketing assets faster. But speed alone hasn’t changed how experiences are delivered. The next phase of customer experience AI is already here. It goes beyond content generation to operationalize AI across the entire experience lifecycle. Where generative AI falls short in customer experience Most AI initiatives still focus on isolated use cases. For example, teams use AI for: * Generating marketing copy * Creating images * Assisting customer service agents While these use cases provide value, they often sit outside the systems where work actually happens. As a result, content gets created faster, but workflows remain unchanged. As a result, the overall impact on operational efficiency, consistency, and customer outcomes remains limited. Moving from generative AI to operational AI Customer experience AI is shifting from generation to execution. Instead of standalone tools, AI is being embedded directly into the platforms that manage communications, digital content, and customer interactions. This approach connects AI to real workflows, not just outputs. This is the foundation of OpenText Experience Aviator. What is OpenText Experience Aviator? OpenText™ Experience Aviator™ is an AI layer built into OpenText™ Experience Cloud. It integrates directly with existing systems to support content creation, content management, and customer communications. Instead of working in isolation, it enables teams to: * Generate communications grounded in trusted enterprise data * Discover and reuse content across large repositories * Convert designs into live digital experiences * Automate document-heavy workflows with AI-driven routing and summarization The focus shifts from creating more content to improving how work gets done. Key capabilities of OpenText Experience Aviator Smarter communications with knowledge-driven AI Create contextual, compliant communications using trusted enterprise content. This reduces manual effort while improving accuracy and consistency across channels. Faster content discovery and reuse Use natural language search to find, tag, and summarize assets across repositories. Teams can locate the right content faster and avoid duplicating work. From design to live experience in minutes Turn prompts, images, or Figma designs into structured web pages and templates. This shortens production cycles and reduces reliance on development teams. Reimagining document-heavy workflows Summarize, classify, and route documents automatically, including legacy formats such as faxes. Manual processes become streamlined, intelligent workflows. Why operational AI matters for CX teams Customer expectations continue to rise, but internal systems often slow teams down. Operational AI addresses this by embedding intelligence directly into everyday tools. This improves: * Time to launch campaigns * Content consistency across channels * Efficiency of customer communications * Visibility into content and data Teams spend less time searching, formatting, and routing—and more time delivering better experiences. The future of customer experience AI The next phase of CX AI is not about generating more content. It’s about doing more with the content and data already available. Organizations seeing the most value are connecting AI to the systems that power real work. They are moving beyond experimentation and building AI into their workflows. OpenText Experience Aviator supports this shift by embedding AI across the experience stack—communications, content, and operations. Put customer experience AI to work AI delivers the most value when it is part of how work gets done every day. OpenText Experience Aviator helps teams move from isolated AI use cases to fully integrated, operational AI across customer experience workflows. The post What’s new in OpenText Experience Aviator appeared first on OpenText Blogs.
Closing the loop on customer communications with OpenText Core Messaging
There was a time when messaging was simple. You send a message. The customer receives it. And that was the end of the story. Today, that’s no longer enough. Customers reply. They ask questions. They expect your attention. And increasingly, they expect every interaction to feel connected to the last one, no matter the channel. Which means messaging is no longer just about delivery. It’s about paying attention to customers. With OpenText™ Core Messaging 26.2, we’re leaning into that shift, moving beyond sending messages to helping organizations control, connect, and act on every interaction. Turn inbound messages into real-time workflows Think about the last time a customer replied to a message. Maybe it was a simple “Yes” to confirm an appointment. Maybe it was a “Stop” to opt out. Or maybe it was a question that needed a real answer. In many systems, those responses still disappear into a gap handled by rigid autoreplies or siloed from the rest of the business. With OpenText Core Messaging 26.2, inbound messages don’t just arrive; they become part of your workflow. You can see them in real time, decide how they should be handled, and pass them directly into your systems for action. It’s a subtle shift, but an important one. Because the moment a customer responds is the moment your experience becomes real. Accelerate integration with API-driven messaging If messaging is part of your customer experience, then integration speed matters just as much as delivery speed. But for many teams, even simple changes like configuring a webhook mean waiting. Logging tickets. Coordinating across teams. It slows everything down. With 26.2, developers can now configure webhook endpoints directly through APIs, connect messaging events to backend systems, and start receiving responses in real time without needing to go through support. You feel it immediately when you’re trying to move fast. Build compliance directly into enterprise messaging workflows For industries like banking, healthcare, or public sector, messaging comes with responsibility. Who you message. When you message them. Whether they have opted out. These aren’t edge cases; they’re core requirements. And yet, too often, compliance lives outside the messaging layer, managed through manual processes or disconnected systems. With 26.2, we’re bringing that control closer to where it belongs. With API-driven blocklist management, teams can enforce policies programmatically, ensuring the right rules are applied consistently at scale. Because in enterprise messaging, trust isn’t built on delivery alone. It’s built on doing the right thing, every time. Streamline reporting with real-time data integration There’s no shortage of content in messaging. The real question is how quickly you can use it. If your reporting workflows still rely on extracting files, transforming formats, and pushing them into other systems, you’re already behind. That’s why 26.2 introduces support for JSON-based reporting so the content you generate can flow directly into the systems that need it. No extra steps. No delays. Just cleaner, faster integration with the way modern architectures already work. Redefine enterprise messaging as a connected experience If there’s one theme that runs through this release, it’s this: Messaging is no longer a standalone function. It’s part of a larger, connected experience. When a message is sent, it should be tracked. When a customer responds, it should trigger a workflow. When content is generated, it should be usable immediately. With OpenText Core Messaging 26.2, those pieces start to come together, turning messaging into better conversations, a responsive layer across your customer experience. Take control every customer interaction In a world where every organization can send messages, the difference isn’t reach. It’s control. With 26.2, OpenText Core Messaging helps you move beyond delivery and start shaping what happens around every message before, during, and after it’s sent. Because the future of messaging isn’t just about being faster. It’s about being smarter, more connected, and ready to engage. The post Closing the loop on customer communications with OpenText Core Messaging appeared first on OpenText Blogs.
What’s new in OpenText Core Journey
Customer data platforms, CRMs, and campaign tools all promise better customer engagement. Yet most organizations still run them in silos. Data lives in one system, messages are sent from another, and journeys are stitched together manually. The result? Slow, fragmented, and frustrating experiences. OpenText™ Core Journey changes that with new engagement capabilities. It’s not another channel tool or campaign manager. It’s the orchestration-first layer that unifies communications, messaging, and journeys into frictionless engagements without starting from scratch. April 2026: What's new in OpenText Core Journey CE 26.2 OpenText Core Journey has always been about bringing together content, communications, and journey logic. With 26.2, that foundation expands to support something more dynamic: * Journeys that evolve in customer engagements * Engagements that respond to behavior, not schedules * Decisions that are informed by contextual content and behavior This is the shift from orchestrating journeys to continuously optimizing engagement. 1. Make customer journey updates without losing performance insights Journeys are no longer locked once they go live. Teams can now update journeys, adding follow-ups, refining logic, and improving engagement paths without resetting performance data or losing historical insights. This enables continuous optimization based on actual customer behavior rather than assumptions made at design time. Why it matters: Retention is driven by how quickly you adapt, not how well you planned. 2. A unified, business-user-first experience Core Journey 26.2 introduces a more consistent and accessible user experience across OpenText™ Experience Cloud, making it easier for business users to design, launch, and optimize journeys without heavy IT dependency. This reduces friction between teams and accelerates time-to-execution. Why it matters: Faster decisions lead to faster customer response and better outcomes. 3. Expanded data residency and compliance readiness With support for new EU deployment regions, Core Journey strengthens data governance, privacy, and regulatory alignment, especially for industries where trust is critical. Why it matters: Enables organizations to deliver personalized, real-time engagement without compromising compliance. From orchestration to customer engagement optimization OpenText Core Journey introduced a new way to unify communications, messaging, and journey orchestration into connected engagements. That shift was intended to help organizations move beyond fragmented tools and deliver more consistent customer experiences. With the latest 26.2 release, OpenText Core Journey moves beyond orchestration to enable continuous engagement optimization where journeys adapt communication alerts based on customer behavior. Because today, designing a journey is not enough. The real differentiator is how quickly you can adjust it when customer expectations change. What’s broken isn’t communication; it’s the inability to adapt journeys as customer behavior changes. This is not another campaign tool. It’s the orchestration-first layer that unifies communications, messaging, and journeys into connected, measurable engagements. The future isn’t more tools. It’s connected engagement, where every interaction is timely, contextual, and responsive. That’s why OpenText Core Journey, now with Engagements, is different. It unifies messaging, communications, and orchestration into a single platform so you can design once and optimize continuously across every channel and moment. See it in action: Policy renewal journeys One of the clearest examples of this shift is in policy renewal. Instead of sending a one-time notification and waiting for a response, OpenText Core Journey enables a connected, adaptive experience: * Customers receive an interactive renewal notification * Responses drive personalized follow-ups automatically * Engagement is tracked across channels * Customers can seamlessly continue into claims or service journeys Bring content, communications, and customer journey logic together With 26.2, that foundation expands to support something more dynamic: * Journeys that evolve in customer engagements * Engagements that respond to behavior, not schedules * Decisions that are informed by contextual content and behavior This is the shift from orchestrating journeys to continuously optimizing engagement. Explore the next phase of customer experience with OpenText Core Journey. October 2025: OpenText Core Journey CE 25.3 Customer expectations are higher than ever. A late message, a duplicate update, or a generic email is all it takes to lose trust. What’s broken isn’t communication itself, it’s the way organizations orchestrate it. Disjointed tools force marketing, service, and IT teams to work in silos. The result? Slower responses, missed opportunities, and frustrated customers. The future isn’t more point solutions. It’s frictionless engagement where every channel, journey, and piece of content works together seamlessly. That’s why OpenText Core Journey now with engagements is different. It unifies messaging, communications, and journeys in one platform. You don’t need to rip and replace systems. You simply design once and orchestrate everywhere with your Customer Communications Management (CCM) solution. From an abandoned cart in retail, to a policy renewal in insurance, to a patient reminder in healthcare, Engagements within OpenText Core Journey, makes each moment personal, timely, and connected. Why Core Journey with engagements matters now: 1. Connected experiences It brings OpenText™ Core Messaging (channels), OpenText™ Core Communications (documents and compliance), and Core Journey (orchestration logic) together into one interface. That means fewer silos, faster execution, and consistent experiences. 2. Real-time notification triggers From an insurance claim update to a retail cart reminder, Core Journey with engagements activates journeys instantly. Data flows across SMS, and email in real time, across the tools you already use. This will be followed by other digital channels in subsequent upgrades. 3. Consent and preference management built-in Unlike lightweight campaign tools, it is designed with enterprise security that OpenText brings to all business users. Privacy, consent, and preference management are part of the platform, not an afterthought. The competitive edge OpenText Core Journey doesn’t compete with CRMs, CDPs, or marketing automation platforms, it fills the gaps they can’t cover. OpenText is the only vendor unifying CCM governance, CX agility, and journey orchestration in a single solution. See it in action Core Journey with engagements makes orchestration tangible. In a demo, you can see: * How a weather update instantly triggers a multi-channel alert across SMS and email. * How compliance rules ensure every message aligns with customer preferences. * How the dashboard creates a personalized notifications workflow across the customer journey with analytics tracking. Request a demo The experience bar keeps rising, and fragmented tools can’t keep up. With Core Journey, you can unify communications, journeys, and content into frictionless experiences without starting from scratch. December 2024 Customer expectations are evolving at an unprecedented pace. They demand seamless, personalized, and flexible experiences at every touchpoint. To meet these growing demands, OpenText™ Core Journey 24.4 empowers businesses to elevate their customer journeys while unlocking new revenue opportunities. By combining modernized reporting tools, intelligent orchestration capabilities, and enhanced flexibility, this release sets a new standard for customer engagement. One of the standout features of Core Journey 24.4 is the Split Path, which revolutionizes how customers navigate their journeys by enabling parallel paths. Modern customers value choice, and this feature eliminates the need for rigid, conditional dependencies in journey workflows. For example, during a subscription service onboarding, customers can choose between verifying their information via a support call or simply clicking an email link. Both options function independently, yet seamlessly, within the same journey design. This approach not only provides customers with greater control but also reduces frustration and enhances satisfaction. By offering reusable journey designs with optional routes, businesses can save time while ensuring flexibility across multiple scenarios. The release also brings smarter follow-up mechanisms to the table, ensuring reminders are context-aware and relevant. Gone are the days of generic reminders that risk alienating customers. Now, Core Journey can send reminders based on specific customer actions or inactions. For instance, in the case of overdue payments, the system checks if a customer has already acted before escalating reminders to more effective channels like phone or SMS. This precision ensures every communication is meaningful, reducing annoyance and boosting conversion rates. By respecting customer behavior and preferences, businesses can build stronger relationships and improve engagement rates across preferred channels. To complement these capabilities, Core Journey 24.4 has modernized reporting tools that make analyzing journey data more intuitive and actionable. A cleaner, streamlined interface replaces outdated elements, allowing users to navigate reports effortlessly. Enhanced analytics, including tools like List Analysis, Drill Down Analysis, Lookup Analysis, and Average Duration Analysis, empower journey managers to uncover actionable insights. For example, managers can easily track the time customers spend at each stage, identify where drop-offs occur, and pinpoint the most engaging touchpoints. These insights enable teams to refine journeys, address weaknesses, and amplify successful strategies, ultimately driving better outcomes. Integration has also been simplified with orchestration credentials, reducing complexity in communication workflows. Now, journey actions can be sent directly to OpenText Communications without requiring additional orchestration tools. Administrators can download credentials for individual actions, streamlining configuration and execution. For instance, when sending a reminder email for an incomplete form, Core Journey directly triggers the action, ensuring timeliness and eliminating unnecessary delays. This seamless integration not only improves the customer experience but also reduces the risk of errors while saving time for administrators. Core Journey leverages advanced data insights for continuous optimization. The expanded analysis capabilities now support journey-specific metrics, such as the duration customers spend at different stages and follow-up effectiveness. Dedicated functionality for follow-up analysis is integrated directly into the new Journey UI, offering a clearer picture of how customers interact post-campaign. Imagine being able to see exactly how many customers engaged with specific actions, how long they stayed engaged, and which channels drove the most impactful results. These insights enable businesses to refine future campaigns, better align with customer needs, and optimize overall performance. Core Journey 24.4 is not just an update—it’s a transformative leap forward in how businesses design, execute, and analyze customer journeys. By empowering customers with choice, enhancing workflows with intelligent integrations, and providing actionable data insights, this release enables organizations to deliver personalized, timely, and meaningful experiences. Whether it’s improving engagement, building stronger customer relationships, or streamlining operations, Core Journey 24.4 is designed to help businesses stay ahead in an increasingly competitive landscape. Ready to elevate your customer engagement strategy? Discover the game-changing potential of OpenText Core Journey 24.4 and transform the way you connect with your customers. The post What’s new in OpenText Core Journey appeared first on OpenText Blogs.
Content in context is the foundation your AI actually needs
Imagine this. The case is open. The customer is on the phone. Your rep has everything they need — almost. The CRM record is right there. Account history, contact details, open opportunities. Everything Salesforce was built to show. What it doesn't show is the contract the customer is asking about. Or the service correspondence from three months ago. Or the compliance policy your rep needs to quote before they can make a commitment. So, the rep puts the customer on a brief hold. Opens a browser tab to the shared drive, searches, and finds a folder with six versions of the contract and no clear indication which is current. Opens a second tab to SAP, finds the order record but not the attachment. Checks email. Finds the right document. Pastes the number into the case. Takes the customer off hold. Four minutes. One customer. Multiply that across your service team, across every case, across every day. Your rep did everything right. They're trained, motivated, and they know the product. The problem is that the information they needed existed in four different places, and none of them were inside Salesforce where the work was actually happening. The CRM knew the customer. It didn't know the customer's world. This scene plays out thousands of times a day inside every Salesforce org we talk to. And it's not a people problem. It's a content problem. Fragmented content doesn't just slow teams down. It loses deals. The productivity loss in that scene is visible. For most enterprises, Salesforce content management is where the revenue gap actually begins — and it's harder to see on a dashboard than a missed quota. Businesses are opportunities due to a lack of timely access to data. Gartner market guide for enterprise AI search reports that 34% of employees have difficulty finding information. The deals aren't being lost because of bad sales. They're being lost because the information wasn't there when it mattered. The underlying cause is consistent. S&P Global Market Intelligence research from March 2026 found that 63% of employees cite tool fragmentation as their biggest technology obstacle. Every jump between applications is a tax on every customer interaction, and adding new tools doesn't solve the problem; it compounds it. What makes this more than an operational inconvenience is what's coming next. The Gartner AI Governance Playbook reports that only 23% of [IT leaders] are very confident in their organization's ability to manage security and governance components when rolling out GenAI tools in their enterprise applications. The infrastructure that AI needs to function reliably inside the enterprise isn't ready, and most IT leaders already know it. They're deploying anyway, because the pressure to show AI progress is real. The risk is that the gaps don't disappear when you launch. They move downstream. None of this is new. What's new is that AI is about to make it much worse. Trusted AI needs trusted content Here is the assumption most AI pilots are built on: if you give a capable model access to your data, it will give you capable answers. It's a reasonable assumption. It's also wrong. AI agents don't just need access to content. They need content that is classified, governed, current, and contextualized. A raw file sitting in a shared drive is not any of those things. It is a document without a history, without permissions, without a defined place in your organization's information lifecycle. When an AI agent reasons over it, the agent has no way to know whether that file is the authoritative version, an expired draft, a document that should only be visible to certain roles, or a record that is legally required to be retained in a specific jurisdiction. The agent doesn't hesitate. It answers confidently. In a regulated process, a contract negotiation, a claims decision, a client compliance review, a confident wrong answer is not a productivity problem. It's a liability. This is why only 45% of companies using AI for document-heavy processes have successfully measured ROI, according to Deep Analysis in 2026. The other half are not failing because the models are bad. They're stuck because the content underneath the models is not ready to be reasoned over. Most organizations have spent years accumulating massive content estates across dozens of systems. Documents in SAP. Correspondence in email. Policies in shared drives. Contracts in a folder structure that made sense in 2018. That content was never designed to be an AI input. It was designed to be stored and retrieved by humans who could apply judgment to what they found. Trusted AI needs trusted content. Not eventually. From the first prompt. The organizations that solve this first won't just be faster at Agentforce. They'll be the only ones who can trust it. Content that comes to the rep, connected across systems, governed for AI OpenText Content Cloud integrations for Salesforce were built for exactly this problem. The rep in that opening scene didn't have a motivation problem. They had a Salesforce content management problem. OpenText solves it by surfacing the right documents directly inside Salesforce, in context, at the moment they're needed. The contract, the correspondence, the compliance policy — all of it appears within the record the rep is already working on. No switching. No searching. No hold music. The work happens inside Salesforce because the content is already there. That's a different way of working. It's also a different way of thinking about what a CRM is capable of when it has the full picture. The full picture requires connecting the systems that actually run your business. Most enterprises run Salesforce alongside SAP, Microsoft, Guidewire, and a web of other platforms, each holding documents that are relevant to the customer record but invisible to it. OpenText Content Cloud integrations for Salesforce connects those systems to a single governed content platform, giving sales and service teams a true 360-degree customer view. Not just complete CRM data — complete customer intelligence. The third piece is what makes AI trustworthy at scale. Raw files aren't enough. Content needs to be classified, governed, and contextualized before an agent reasons over it. OpenText adds a semantic layer over enterprise content, transforming static documents into structured inputs that agents can use accurately, so that every AI-driven action is built on a governed, auditable foundation. Classification, audit trails, retention controls, and permissions travel with the content across every connected system, from document generation to archive. This is what powers OpenText Content Aviator, the AI content assistant that works inside Salesforce to surface, summarize, and act on governed content in the flow of work. That's why Salesforce selected OpenText as one of the first partners to build an AI-to-AI integration with Agentforce. Trusted AI needs trusted content. Proof: how ENGIE Italia turned content into competitive advantage ENGIE Italia is one of Europe's largest energy providers. They compete for complex B2B contracts against well-resourced rivals in a market where speed determines outcomes as often as price does. A few years ago, they were losing bids. Not on price. Not on capability. On speed. Their pre-contract process ran on email, phone calls, and spreadsheets. Documents lived in shared drives. When a client requested a proposal or a contract review, the response required a scramble: locate the right version of the right document, obtain the right approvals, and get it out the door before the competition did. Every client request triggered the same improvised chase. The result was delays, inconsistency, and deals that slipped away in the gap between a client's request and ENGIE's response. They deployed OpenText Content Management for Salesforce, alongside OpenText Capture and OpenText Documentum Content Management, to bring the content lifecycle inside the business processes that drove revenue. Application switching was eliminated. 200,000 critical documents were secured and governed. Digital workflows replaced the manual handoffs that had slowed every client interaction. Francesco Presicce, Manager of IT Business Support at ENGIE Italia, describes the change plainly: the business can now respond to client contract proposals quickly, sharpening its competitive edge. That's not a technology story. That's a revenue story. Flexible deployment, built-in data sovereignty, and no new vendor complexity Deployment flexibility is the starting point. OpenText supports on-premises, private cloud, hyperscaler environments (AWS, Azure, Google Cloud), and multi-tenant SaaS. The deployment model is determined by your compliance requirements, not by what's operationally convenient for the vendor. If your organization has data residency mandates or infrastructure constraints specific to your industry, the architecture can reflect that from day one. Data sovereignty is built in, not bolted on. Multi-region data centers support GDPR, HIPAA, FedRAMP, and the regulatory frameworks governing financial services, insurance, government, and healthcare. This isn't a compliance checklist. It's the architecture. Governance travels with the content. Classification, permissions, audit trails, and retention controls follow every document across every connected system. When a record moves between Salesforce, SAP, or Microsoft, its governance layer moves with it. That consistency is what regulated industries require and what most point solutions cannot sustain at enterprise scale. And this integration doesn't add vendor complexity. It reduces it. According to analyst reports spotlighting the state of agentic AI adoption in enterprises, 46% of business leaders prefer extending incumbent platforms over adding niche AI vendors. OpenText and Salesforce are built to work together natively, and for organizations already running Salesforce, the integration extends the platform you've already invested in rather than adding a net-new vendor to your stack. For organizations newer to OpenText, it brings enterprise-grade content management directly into the CRM environment your teams already work in every day. This is what enterprise-ready looks like. The foundation you build today determines the AI results you show tomorrow Salesforce has reported more than 29,000 Agentforce deals and counting. Organizations across financial services, insurance, healthcare, and utilities are moving from evaluation to deployment, and the gap between early movers and late adopters is beginning to show in results. The organizations moving fastest share something in common. They built the content foundation before they scaled the AI. They didn't attempt to retrofit governance after agents were already running. They made the investment once, in the right order, and they are now generating measurable outcomes while others are still working through the architecture. The question isn't whether your enterprise needs governed, contextualized content to get real value from AI. That question is settled. The question is whether you build the foundation before you scale, or scramble to fix it after — at a higher cost and a longer timeline. Trusted AI needs trusted content. The organizations that act on that today are the ones that will have something concrete to show when leadership asks what the AI investment actually produced. Explore Salesforce content management solutions by OpenText on AgentExchange. The post Content in context is the foundation your AI actually needs appeared first on OpenText Blogs.
What’s new in OpenText B2B Integration Essentials
Small and midsized businesses (SMBs) are under growing pressure to digitize supply chain operations, meet customer EDI mandates, and scale without adding cost or IT complexity. The latest release of OpenText™ B2B Integration Essentials (26.2) introduces new capabilities and improvements specifically designed to help SMB users around the world complete tasks faster and stay compliant. Here’s a look at what’s new and how these updates help businesses simplify B2B integration and EDI. Automated document workflows and multi-trading partner support B2B Integration Essentials offers intelligent, cloud‑based Web EDI that does not require prior EDI knowledge or in-house expertise, enabling teams to quickly and easily connect digitally with customers, suppliers, and logistics partners. The result is faster onboarding, fewer manual tasks, and smoother day-to-day operations. Reduce errors, risk and manual effort with built‑in automation * Automated document workflows that reuse data and guide users’ step-by-step * Automatic document retention and archiving to improve performance and support records compliance * Multi‑trading partner support that lets teams work with multiple customers or hubs from a single UI * Intelligent automated packing that streamlines shipping and reduces errors with predefined packing patterns Guaranteed compliance with evolving trading partner requirements One of the biggest challenges for SMBs is keeping pace with changing EDI requirements from large retailers, marketplaces, and manufacturers. The latest B2B Integration Essentials release expands trading partner kit support across multiple industries, such as consumer products and services, retail, and automotive, among others. Every trading partner kit is built to follow trading partner and marketplace specific guidelines, ensuring accurate, error‑free transactions and reducing the risk of chargebacks or rejected documents. Expand trading partner connectivity while strengthening security and compliance * Speed onboarding and global reach with expanded trading partner kits by industry * Strengthen cyber resilience with ongoing security and compliance updates * Support 85+ EDI document types and global standards Get a better user experience for global SMB teams SMB users need speed to complete in a global marketplace, which is why B2B Integration Essential has expanded self-service tools, online help, and training videos within the portal. It also now includes language support for Spanish, Portuguese, German, French, Italian, Japanese, and Chinese. These updates, as well as enabling single sign-on (SSO) for OpenText Trading Grid Online, help users resolve issues faster, reduce support calls, and complete tasks more easily. Scale from B2B Integration Essentials to B2B Integration Foundation as your business grows OpenText B2B Integration Essentials is designed as a starting point with OpenText Business Network. As your business needs change, you may add new trading partners, connect to additional marketplaces, or expand globally. And you can seamlessly upgrade to B2B Integration Foundation or B2B Integration Enterprise to accommodate transaction volumes, partners, and increased complexity without changing platforms. Want to learn more about OpenText B2B Integration Essentials? Watch our B2B Integration Essentials click tour and reach out today. The post What’s new in OpenText B2B Integration Essentials appeared first on OpenText Blogs.
Fix deductions at the source: Turn retail chargebacks into shared learning
In the consumer-packaged goods (CPG)-to-retail ecosystem, deductions are often treated as a finance problem. They are not. They are a symptom of deeper misalignment across data, processes, and partner expectations. Each chargeback represents more than a disputed invoice. It reflects a breakdown somewhere between order creation, shipment execution, and settlement. Yet most organizations still respond at the end of the process, investing time in recovery instead of prevention. If you are dealing with deductions today, you are likely seeing the same issues repeat: recurring disputes, strained relationships, and working capital tied up in avoidable friction. At the root of deductions: Misalignment across data and processes Many suppliers continue to manage deductions as a collections exercise. Finance and sales teams work claim by claim, while the same root causes repeat across products, seasons, and customers. Retailers, on the other side, invest heavily in compliance programs, routing guides, and automation, which can make deductions feel one-sided and punitive. If you are dealing with this day to day, this likely feels very familiar. Both perspectives miss the bigger picture. In most large CPG networks, the majority of deductions can be traced back to a relatively small set of recurring issues: mismatched order data, missing or late Advanced Shipping Notices (ASNs), incorrect pricing or promotional terms, labeling inconsistencies, or misaligned shipping windows. These are not isolated errors but signals of a supply chain operating model that is out of sync across organizational and system boundaries. Once you start looking at them this way, the pattern becomes obvious. As long as deductions are treated as accounting noise, they will continue to erode margins and trust. Treated correctly, they become one of the most valuable diagnostic tools in the supply chain. From dispute management to defect prevention Fixing deductions at the source requires a shift from reactive resolution to proactive design. That shift is less about new tools and more about how trading partners align around shared execution. Here are five practical ways to put it into action: Define joint data quality contracts Suppliers and retailers must align upfront on what “clean” data means across orders, ASNs, pricing, and invoices. This includes item identifiers, locations, units of measure, and calendars, as well as clear versioning and change management. If you do not align on this, you will keep fixing the same issues again and again. Introduce pre-shipment validation gates Many deductions originate from issues that could have been detected before goods leave the dock. Validating pricing, promotional terms, packaging requirements, and ship windows upfront prevents downstream disputes. These checks can be embedded as automated validations or targeted controls for high-risk scenarios. In most cases, you already have the data. You just do not use it early enough. Turn deduction data into pattern intelligence Individual claims rarely tell the full story. When deduction reason codes are normalized and analyzed at scale, patterns emerge quickly. Hundreds of disputes often point to a handful of systemic issues. Instead of reviewing hundreds of claims, you can focus on fixing a few root causes. Build a continuous data thread from order to settlement Disconnected data is one of the biggest barriers to resolution. Linking order-to-cash processes with logistics milestones, proof of delivery, and inventory data creates a transparent, end-to-end view. This “golden thread” makes it significantly easier to distinguish between true service failures, data mismatches, and policy misunderstandings. Without this, you are left stitching together partial views across systems and teams. Track shared metrics with your trading partners Most companies optimize internal key performance indicators (KPIs), but deductions are inherently cross-company. Leading organizations track shared metrics such as fill rate accuracy, deduction frequency by root cause, and time to resolution. Reviewing these jointly shifts the conversation from blame to improvement. If you are not looking at the same metrics, you will not fix the same problems. Why this is hard and why it matters The path to prevention is not straightforward. Retailers define deductions differently, with varying reason codes and documentation requirements, making standardization difficult for suppliers operating at scale. Data sharing across organizational boundaries raises legitimate concerns around security, competition, and governance. Internally, misalignment between finance, logistics, sales, and customer service often fragments ownership and slows progress. These challenges are real, but they are not insurmountable. You see them in almost every large supply chain environment. They require governance, shared incentives, and a willingness to treat the supply chain as a joint system rather than a series of handoffs. The shift is already underway Leading CPG and retail networks are beginning to move in this direction. Predictive analytics are being used to flag shipments, orders, and promotions with a high likelihood of post-event deductions. Exception dashboards highlight recurring issues tied to specific distribution centers, lanes, or product categories. Increasingly, conversations between trading partners are shifting from after-the-fact dispute resolution to proactive defect prevention. This is not just about technology. You are moving from managing transactions to focusing on outcomes. What comes next As data sharing matures and AI models learn from years of historical disputes and resolutions, avoidable deductions will decline. The organizations that benefit most will be those that treat deduction data not as a financial afterthought, but as an operational signal. Over time, this opens the door to a different kind of commercial relationship. Instead of penalizing failure, retailers and suppliers can move toward outcome-based models that reward execution quality, data accuracy, and shared efficiency gains. Deductions will not disappear entirely, but their role will change. In high-performing supply chain ecosystems, they will function as a continuous feedback loop, highlighting where processes break, where data diverges, and where alignment is needed. When both parties act on that signal, margins improve, disputes decrease, and trust becomes easier to sustain. The organizations that win will not be those that recover deductions faster, but those that design them out of the system altogether. From insight to action: The role of OpenText Trading Grid Intelligence Turning deductions into a true feedback loop requires more than visibility. You need to detect issues early, understand patterns across partners, and act before errors propagate downstream. This is where OpenText Trading Grid Intelligence comes into play. By continuously monitoring B2B transactions as they move across the network, it provides real-time validation of data quality and compliance against agreed rules. Instead of discovering issues after settlement, organizations can identify anomalies as they occur. By the time you see the deduction, the problem has already happened. More importantly, the platform aggregates signals across millions of transactions, enabling pattern detection that is not visible at the individual claim level. Recurring issues tied to specific partners, documents, or processes can be surfaced early, allowing teams to address root causes rather than repeatedly resolving symptoms. This is where you move from reacting to actually understanding what is driving the volume. When combined with end-to-end visibility across order, logistics, and financial data, this approach helps organizations move from reactive dispute management to proactive execution control. Deductions become less frequent not because they are managed better, but because the underlying issues are resolved before they materialize. This is the shift now underway across leading supply chain networks. If you get this right, deductions stop being a recurring problem and start becoming something you can actually control. The post Fix deductions at the source: Turn retail chargebacks into shared learning appeared first on OpenText Blogs.