According to Gartner, “Today’s CCM market embraces a more dynamic, interactive model. CCM applications create personalized, on-demand communications that support multiexperience distribution, often based on the recipient’s preferences rather than the sender’s.” Further , Gartner says , “Application leaders should use this inaugural Market Guide to understand this market and inform their choice of digital workplace CCM applications.”
Some Key findings from the Market Report include:
- “Customer communications management (CCM) tools are still the foundation for batch communications such as bills, invoices and statement generation. But the growth for these tools is in on-demand and interactive customer engagement use cases. There is specific focus on capabilities such as bidirectional communications, alerts and notifications, and customer self-service.
- CCM vendors are evolving their portfolios to support multiexperience strategies including customer-initiated communications, digital marketing, advanced targeting and integration with digital experience tools.
- CCM tools are increasingly deployed in the cloud, or as a hybrid of cloud and on-premises. These deployments mostly support ad hoc and on-demand communication use cases.”
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