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SPARK Matrix™: Customer Communication Management, Q1 2023

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CCM is a platform that allows businesses to improve their customer experience by automating communication workflows and providing business users with tools to design responsive, personalized communication across various mediums such as e-mail, SMS, web pages, interactive documents, and other mediums. It centralizes the process and provides on-demand, batch, and interactive communication to users, ensuring improved delivery to customers, partners, distributors, regulatory bodies, and others. The CCM platform integrates the data from several sources into one single format, making it simple to analyze data patterns and forecast future outcomes.

Quadrant Knowledge Solutions’ Customer Communication Management (CCM) market research includes a detailed global market analysis of major vendors. The research comprises vendors’ product features and functionalities, as well as competitive differentiating factors. The research provides competitive landscape and vendor analysis to enable technology vendors to enhance their understanding of the market and implement a growth-oriented technical roadmap.

The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. SPARK Matrix includes ranking and positioning of leading Customer Communication Management Platform vendors, with a global impact. The SPARK Matrix includes an analysis of vendors, including Adobe, Cincom, Conga, Crawford Technologies, CSG, Doxee, Doxim, Ibermatica (iberdok), Intense Technologies, Messagepoint, MHC Automation, Newgen, Nintex, OpenText, Oracle, Papyrus Software, Precisely, Quadient, Ricoh, Salesforce, Sefas, Smart Communications, Topdown, Unifiedpost Group, and XMPie.

According to Prakhar Bansal, Analyst at Quadrant Knowledge Solutions “The use of omnichannel communication has emerged as a major trend, driving CCM vendors to provide agility in processes and scalability in technology solutions that contribute to business growth. These solutions are evolving and adding new technology capabilities to meet dynamic customer demands. The future of CCM holds limitless possibilities & opportunities by highlighting the real-time personalization of communication across multiple channels, along with stressing the importance of behaviour-based personalization depending on the customer response patterns. The CCM platform is also moving towards real-time interactive documents and video communication to further enhance the experience and provide hyper-personalization across channels.”

2023 Customer Communication Management SPARK Matrix

Source: Quadrant Knowledge Solutions

Table of Contents

Executive Overview

Market Dynamics and Overview

  • Market Definition
  • Market Overview
  • Key Marketplace Development Platform capabilities

Competition Landscape and Analysis

  • Competitive Overview and Analysis
  • Factors and Technology Differentiators

SPARK Matrix™: Customer Communication Management, Q1, 2023

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