Madison Advisors today announced the release of its new market study, “Customer Communications Management (CCM) Solutions Market Study, 6th Edition.” The report provides an overview of several CCM technology solutions available in the market, with a particular focus on how each solution has evolved to innovatively solve the challenges associated with customer communications management and the requirement to keep up with changing consumer technology and consumer demand for a digital experience.
“In the last few years, there has been a paradigm shift in the industry that is a direct result of organizations making customer experience management and digital transformation strategies top priorities,” said study author, Gina Ferrara, senior analyst at Madison Advisors. “This shift has encouraged CCM solution providers to evolve and adapt their product offerings to stay abreast of these trends while meeting the increased requirement of enhancing the customer experience.”
The research presented in this study represents Madison Advisors’ continued focus on CCM technology solutions. Some of the key findings in this area include:
• Business user empowerment: To improve productivity and reduce costs many tasks previously managed by IT are being shifted to knowledge workers
• Integration with core processing systems: Real-time data collection at the time a communication is generated and supported through the use of web services and APIs, enabling faster delivery of legacy applications to other channels such as mobile and web
• Cloud technology: Acceptance of cloud-based technology within certain highly regulated verticals remains slow with data security concerns cited as the primary inhibitor. Other verticals such as utilities, manufacturing and telecommunications are early adopters
• Inbound communications: Some participants have integrated data from inbound communication with the outbound communications lifecycle. This remains an area of growth
Additionally, the study provides an update on changes in capabilities reviewed in the fifth edition of the report, including multichannel delivery and support for social media, as well as a review of current trends in the market and comprehensive grids that detail how each solution is positioned to stay abreast of these trends while meeting the increased requirement of enhancing the customer experience.