SPARK Matrix™: Customer Communication Management (CCM), 2022

Customer communication management (CCM) includes an integrated suite of solutions to create, manage, deliver, store, and retrieve inbound and outbound communications to ensure a consistent and personalized customer experience across different communication channels & touchpoints. The centralized suite enables organizations to perform strategic communication planning, improve overall customer experience, and track performances or requirements to minimize communication risks and proactively make informed communication decisions in alignment with business needs 

Quadrant Knowledge Solutions’ Customer Communication Management market research includes a detailed analysis of the global market regarding short-term and long-term growth opportunities, emerging technology trends, market trends, and future market outlook. The study provides a comprehensive market forecast analysis of the global market in various geographical regions and the overall market adoption rate as well. This research provides strategic information – for technology vendors to better understand the existing market, supporting their growth strategies; and for users to evaluate different vendors’ capabilities, competitive differentiation, and market position. 

The research includes a detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. SPARK Matrix includes ranking and positioning of leading customer communication management vendors, with a global impact. The SPARK Matrix includes analysis of vendors, including Adobe, Conga, Crawford Technologies, CSG, Doxee, Doxim, Hyland, iberDok, Intense, ISIS Papyrus, Messagepoint, MHC, Newgen, Nintex, OpenText, Precisely, Quadient, Ricoh, Smart Communications, Topdown, Uluro, and XMPie.

"The customer communication management market is moving from managing communication across the channel to managing the entire experience of customers across the lifecycle. Users are evaluating CCM technology based on the maturity of the technology offering, use cases, technology roadmap, and low-code/no-code design experience. Organizations are ready to pay a premium for providing a personalized experience to their customers across touchpoints.” says Pallavi Bothra, Analyst at Quadrant Knowledge Solutions.

2022 Customer communication management SPARK Matrix

Source: Quadrant Knowledge Solutions

Table of Contents

Executive Overview

Key Research Findings

Market Overview and Technology Trends

Competitive Landscape and Analysis

Key Competitive Factors and Technology Differentiators

SPARK Matrix™: Customer Communication Management (CCM)

Vendor Profiles

Research Methodologies

Integrated Payment Platform research is a part of Quadrant’s Security & Risk Management  practice.

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