As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Consumers expect frictionless experiences that are timely and relevant, yet many organizations struggle to meet this standard, especially in an omni-channel world of increasingly diverse channel preferences. 

According to leading market research firm, IDC, “The COVID-19 global pandemic had a major impact on the frequency, form, and channels that organizations used to communicate to their customers — the switch to digital was on. A March 2022 IDC survey found that 71% of organizations are implementing a digital-first strategy as a result of the ensuing business impacts.” The shift to digital-first strategies requires modern customer communications management (CCM) platforms that offer omni-channel design, delivery, and personalization capabilities to deliver the competitive customer experience organizations need.

"Technology buyers should consider the benefits that a CCM application can provide to deliver consistent, engaging, and highly interactive relationships their customers will appreciate and in turn boost loyalty, lifetime value, and profit margins to the business," says Marci Maddox, research director of IDC's Digital Experience Strategies program. Those benefits are prompting many enterprises to replace or consolidate their legacy CCM systems with modern solutions that enable timely, dynamic communications and experiences whenever and wherever their customers desire.

Quadient named a Leader 

We are thrilled and honored to be named a Leader in the recent IDC MarketScape: Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment - Dynamic Delivery of Multi-channel Personalized Experiences (doc #US48167722, June 2022).

According to the IDC MarketScape report, enterprises that seek omni-channel customer experiences through the lens of a customer journey should consider Quadient. “With a broad portfolio of physical to digital solutions targeting the customer experience, Quadient is dedicated to helping organizations in their journey to digital with intelligent and connected platforms.”  

Inspire is a well-integrated portfolio with a consistent user experience and shared content and formats across solutions. This grants clients the flexibility to change and adapt their implementation over time as their business needs and priorities change, while effectively meeting demands for dynamic communications and real-time interactions. Inspire helps organizations orchestrate customer communications across channels with omnichannel preview and preference-driven delivery capabilities. By uniting many aspects of design, preview, approval, mapping, and deployment onto a singular platform, Inspire simplifies omnichannel orchestration, while empowering organizations to quickly adapt to business, competitive, and regulatory changes.  

Any-prem alternatives 

Quadient's Cloud CCM solutions help companies create a flexible, efficient, and unified customer communications infrastructure to deliver a complete omnichannel customer experience that spans the entire customer journey.

Quadient is the only provider to offer any-premise CCM, with solutions for every deployment option based on your business objectives and technology preferences. We are focused on partnering with our customers to improve their business outcomes, and that means offering a range of ways to implement and use our integrated and connected solutions. These include on-premise, SaaS, dedicated cloud, hosted managed services, and hybrid scenarios to flexibly meet your needs today and into the future.    

Options include: 

  • Inspire Evolve (SaaS): A 100% SaaS offering for organizations that need a CCM solution that is easy to deploy, with minimal IT strain. Evolve offers clients a full SaaS solution at a time when digital enablement and excellent customer experience are crucial to enterprise success. 
  • Inspire Flex (On-premise): A CCM powerhouse, Flex is for clients with complex, enterprise-level requirements for data manipulation, integration, document assembly, workflows, and high-speed print processing. Flex can be deployed as an on-premise software installation, for conventional clients that desire complete control of their environments.
  • Inspire Flex (Dedicated Cloud): For customers who prefer a mix of on-premise and dedicated private cloud, Flex can be implemented using Docker Containers or Kubernetes. We even offer reference architectures and installation accelerators for both Microsoft Azure and Amazon AWS. 
  • Hosted Managed Services (QHMS): Quadient also offers Hosted Managed Services for Flex clients that want to outsource their CCM operations. This provides SaaS-like simplicity and ease of access with the advantages of an on-premise solution for sophisticated enterprise needs. 

Any-prem deployment gives you the freedom to leverage the most viable solution today without committing to an architecture that may not meet your needs tomorrow. As you evaluate options, choose a CCM provider that gives you flexibility and has a track record of implementing powerful CCM platforms in a variety of server- and cloud-based environments. 

The IDC MarketScape can help you select a vendor that responds to market trends, delivers flexible technology, and powers outstanding customer experiences with a powerful range of customer communications solutions. For complimentary access to the IDC MarketScape report, click here: Complimentary Access to IDC MarketScape Cloud CCM 2022

Avi Greenfield

Avi Greenfield

VP of Product Management, CXM

Avi Greenfield has over 20 years of experience in using technology solutions to build business value, with a focus on customer communications and content strategy and delivery. He joined Quadient in 2019 and leads the portfolio vision and roadmap for Quadient CXM. He and his team are responsible for making sure Inspire and Quadient Cloud meet the needs of businesses for managing omnichannel communications to improve customer engagement and improve experiences across key journeys. He has worked in product management, business development, and analyst roles with companies including OpenText, SundaySky, HP, and Doculabs. He studied Marketing and Finance at the University of Illinois at Chicago and completed a Wharton Executive Education program on Business Analytics.

 

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About Inspire Interactive

Inspire Interactive helps front-office and call center users create personalized omnichannel communications.
Experience

Experience

A rich history of world-class leadership

Backed by the experts

Backed by the experts

Gartner, Forrester, and Aspire

Expertise

Expertise

8 billion personalized experiences annually

Proven results

Proven results

97% customer satisfaction rate