Customer Communications Management (CCM) is a software to enable companies to manage customer communications across a wide range of media including printed documents, email, web pages, and text messages. It entails an automated process that involves not only the delivery of communication but also the segmentation of messages according to different customer profiles and contexts.The report covers all the major trends and drivers playing a vital role in the growth of the global CCM market. The global CCM market has been segmented based on Solution, Deployment, End-user Industry, and Region.
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Market Dynamics
Customer Communications Management is software that allows organizations to centralize communications with customers across a diverse range of channels, both analog and digital. It includes printed documents, emails, PDF attachments, interactive documents, SMS text messages, and more. Advanced Natural Language Processing (NLP) and Artificial Intelligence (AI) have made the CCM much more advanced than earlier and are solving business problems by providing better services by being available 24*7, and also by giving quick solutions to the customers. Moreover, businesses are adopting it quickly to enhance customer experience and engage a large number of customers cost-effectively.
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Segment Analysis
By End-User Industry, the global CCM market is segmented into IT and Telecom, BFSI, Healthcare, Retail, Government, and Others. In 2018, the BFSI sector accounted for the majority share of the market. This is mainly due to the capitalization of market opportunities over different geographies and the requirement for cross-selling and up-selling the products. The BFSI sector is gaining an advantage by outsourcing the service, as it helps reduce operating costs and maximize customer service so that the companies in this sector can concentrate on their core business.
Competitive Landscape
Key players in the market are OpenText Corp., Doxee S.p.A. GMC Software AG, Adobe Systems Incorporated, SmartComms SC, Limited, Newgen Software, Inc., Oracle Corporation, Inc., Zoho Corporation, Ecrion, Inc., and Striata, among others.
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