Abstract

This IDC study provides an assessment of the principal customer communications management applications and presents the criteria most important for companies to consider when selecting a customer communications software solution. This assessment discusses both quantitative and qualitative characteristics that explain success in automated document generation and the authoring and delivery of customer-related communications and correspondence. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and one another. The study highlights the factors expected to be the most influential for success in the market during both the short term and the long term.

"Generating print output has given way to digital communications, where the customer experience has influenced how, when, and where the communication is received," says Marci Maddox, research director of IDC's Enterprise Content Strategies program. "Technology buyers should envision what they need in terms of customer communications in 5+ years and consider solutions that will scale and innovate in areas such as AI and cloud services. Whether you are looking to consolidate all communications through an intelligent communications agent or streamline document generation through a tailored application, the solution should support a modern framework for the years to come."

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