EngageCX 13.0 (Onyx) User Guide

Getting Started

EngageCX provides a complete, end-to-end customer communication management solution that integrates every process involved in the creation of professional documents into a smart unified and easy-to-use platform.

It consists of three websites, addressed to different stakeholders:

• Enterprise Website - environment administrators, enterprise users, developers
• Sysadmin Website - system administrators, environment administrators
• Customer Portal - customers

Skimming over this guide, you will be provided with guidelines on how to become from a novice to an advanced end-user of each EngageCX Apps that form the Enterprise Website of your personalized organization.

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Logging In

Once you received credentials on e-mail or directly from your administrator, you can access the website from your browser and start downloading apps for producing and designing your documents.

Here's how to log in for the first time:

• Open a web browser and enter the EngageCX URL, consisting of a Host Name or an IP Address, along with the Port Number of the Enterprise Website server. As an example, the link in your browser should look as follows:

  http://ecrionserver:8094

• Next, you must fill in the following mandatory fields, then click Sign In.

  • Username: Enter the username received by your email or from your system administrator.
  • Password: Enter the password associated with your account.

• If multiple environments are available for the presented credentials, you will have to select the environment you would like to access and click Continue.

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Personalizing your Experience

After logging in, at any time, you can change your password for a better security or update your personal account information with just a few clicks.

Changing your Password

Follow the steps below to change the current password:

• Click on your account name in the upper right-hand corner, then select Edit Account from the drop-down menu.
• Select the Change Password button on the bottom of the dialog.
• Enter your existing password ( Old Password ), then the new one (New Password) and then re-enter the new one (Confirm Password) for confirmation.
• Once you're ready, select OK and then Save.

Updating Personal Information

Follow the steps below to edit your personal information as an EngageCX Platform user:

• Click on your account name in the upper right-hand corner, then select Edit Account from the drop-down menu.
• In the Edit Account dialog, modify your personal information on the Account tab or manage system features on the Preferences tab, as needed. When edit, note that:
  • If you change your email address, a confirmation mail will be sent to the new address.
  • Your account time zone serves as the default time zone for all the documents and automatic processes enhanced in your environment.
  • By default, all the hidden folders are concealed in your environment, but you can opt to show them whenever you need.
  • Alerts allow you to stay updated with all the changes encountered in your environment. You can opt to turn on or off alerts for emails, job triggers or print processes. To receive alert mails, a functional email connection is required.
  • You have the option to reset all the warnings and walkthroughts from your environment.

EngageCX Account

Organization Management

EngageCX Account enables you access to Product Keys, EngageCX Apps and Downloads of current or phased-out products.

When you sign in to your EngageCX Account, you can see and manage your organizational info, settings and preferences to make your EngageCX experience work better for you.

For more information about the functionalities available in this section, access the EngageCX Account Guide.

Documents

Document generation is one of several components of EngageCX’s modular document automation software, which begins with template design. The apps within this category allow business users to design and deploy engaging and interactive documents without costly IT involvement. This frees IT from coding documents and forms, thereby reducing costs and development time. Meanwhile, a single, central repository maintains company assets (such as logos and branding) to ensure a consistent experience for the customer.

Once templates are complete, EngageCX’s document generation apps dynamically aggregate and transform data from one or more sources to begin the process—either on demand or in pre-scheduled batch runs.

Communications

EngageCX Communications enables companies to manage the entire flow of communicating with customers at scale.

Create personalized letters, invoices, statements, brochures, emails and any other type of business communication interactively, in batch or on-demand. Deliver omnichannel via print, email, SMS and more, according to customer preferences.

With EngageCX Communications, organizations can ensure consistency, reduce operating costs and improve customer experience for long-term, profitable engagement.

For more information about the functionalities available in this section, access the Communications App Guide.

Tasks

Tasks were created to help you split your work with other team members, allowing you to improve the way you plan and track the life-cycle of an EngageCX project. Using tasks, you can stay constantly connected with your team's work, have a good view and clear idea of the project's onset, enhancing your organization to a successful management and completion of your document production.

For more information about the functionalities available in this section, access the Tasks App Guide.

Experience

EngageCX Apps are a suite of microservices built from the industry-leading platform for Customer Communications and Customer Experience Automation, and are designed to enable industry’s digital transformation projects.

Tailored for specific process (think Billing, Insurance Claims, or Patient Onboarding), Apps can be deployed one at a time to address the most urgent pain points first, or in conjunction with each other to create a cohesive customer journey. Apps from this category are easily configured to support any organization’s unique workflow.

Journeys

Journeys reveal the experiences that your customers go through when interacting with your company and brand. The EngageCX app creates a narrative starting from the journey purpose and automatically enrolls a customer to a journey based on a persona or a list. In this way, different customer stages are allowed to be defined inside a journey. Using a journey map to track the entire customer experience, in real-time, will help you pro-actively monitor your customers and manage them appropriately.

For more information about the functionalities available in this section, access the Journeys App Guide.

People

EngageCX People enables organizations to get more visibility in customer actions, generate more high-quality people and engage more efficiently.

With People, organizations can generate better quality customers, get more insight and close more business.

The People app allows companies to manage information about the persons involved in the organization.

For more information about the functionalities available in this section, access the People App Guide.

Promotions

EngageCX Promotions enables organizations to use transactional documents such as invoices and statements to generate leads and increase revenue in ways that were not possible before.

Generate leads and capitalize on up-sell and cross-sell opportunities, track views and clicks and closely monitor engagement rate.

With EngageCX Promotions, organizations can sell more effectively and engage with their customers in new and exciting ways.

For more information about the functionalities available in this section, access the Promotions App Guide.

Developer

The EngageCX Apps from the Developer category compose the developer's tool kit. This apps offer document rendering solutions and resources for developers.

Admin

EngageCX Admin provides advanced configuration of every aspect in your environment.

The Admin app allows you to configure access control for users or groups, integration with other external systems or handling organization settings.

For more information about the functionalities available in this section, access the Admin App Guide.

Workspaces

EngageCX Workspaces enables access to files, jobs and other building blocks of your workflow in an organization.

Using Workspaces, you easily can store files, jobs and even documents produced by other EngageCX apps (e.g. a contract, a letter, a claim, etc.). The app allows you to better organize your assets into meaningful categories, e.g. per department. You can also assign different permissions to workspaces so that certain users or groups will only see the workspaces you allow them to see.

With EngageCX Workspaces, organizations can keep all their activity assets, such as jobs, schedules, triggers and documents in one place.

For more information about the functionalities available in this section, access the Workspaces App Guide.