Customer communications management software provides companies with a single view of customer interactions across multiple channels. Whether the contacts come from phone calls, emails, social media, or other channels, customer communications management tools maintain a clear record of all relevant data. This software is critical to providing consistent service across all dealings and channels, given that multiple departments and job functions interact with customers.
Customer communications management tools share some characteristics with marketing account management software, such as data quality, automations around the segmentation and delivery of communications, and the creation of landing pages. However, customer communications management is more tightly focused on the delivery and exchange of information, rather than the outcomes, and provides more value around inbound communications.
To qualify for inclusion in the Customer Communications Management category, a product must:
Ecrion provides Customer Communications Management software (also known as CCM) that helps business line managers oversee the personalized document production and distribution flow in a company. Using large-scale personalization, omnichannel delivery, and rule-based automation, your company can connect with customers and promote loyalty, retention, and advocacy.
FICO Customer Communication Services deliver intelligent, scalable, two-way, automated voice, text, e-mail and mobile app notifications, with a human touch. FICO Customer Communication Services works alongside existing systems and processes to help organizations reduce fraud, collect more debt, improve customer service, and drive service renewals and product upsell.
With a unified platform that eliminates the need for multiple document generation and output management tools, Kofax Customer Communication Manager enables you to better engage with your customers, in the manner they prefer. Now you can produce and manage personal, accurate and high-quality communications that meet and exceed customer expectations.
Newgen OmniOMS Customer Communication Management (CCM) Suite offers a unified communication platform that allows enterprises to enhance their customer experience by delivering personalized, targeted and consistent communication through various channels. The suite enables organizations to streamline their digital communication strategy and grow market share, mindshare, and share of customers’ wallet. It enables organizations to acquire customers, retain them and cross-sell/ upsell across various touch points, such as e-mail, SMS, web, and print. Businesses can leverage a broad range of pre-defined templates and create contextually accurate correspondences, and connect with the targeted audience in a user-friendly manner.
SP Customer Service is a next generation business-to-business SharePoint customer service template that is part of a Digital Workplace. Track and manage support issues with a robust Helpdesk system. Drive customer self-service with a knowledge base, documents, forum, announcements, and more, available on the Customer Portal. Manage customers, products, and services throughout the customer life cycle. Measure success with Power BI Dashboards.