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June 25, 2009 The Forrester Wave™: Document Output For Customer Communications Management, Q2 2009No Overall Market Leader Emerges As Vendors Build Out DOCCM Capabilitiesby Craig Le Clair, Sheri McLeish with Stephen Powers, Peter Schmidt |
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In Forrester's 95-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found no overall Leader across all segments; however, numerous Strong Performers and Contenders bring their own strengths to the structured, interactive, and on-demand segments of customer communications. Within these segments, HP and Pitney Bowes Business Insight are Leaders in structured output, Thunderhead achieves Leader status in interactive, and EMC Document Sciences emerges as a Leader in the on-demand segment. During the next five years, powerful, transformational DOCCM platforms will evolve built on advanced authoring, workflow, business rules, integration with enterprise marketing platforms, and service oriented-architecture (SOA). We expect then to see true enterprise solutions that can manage requirements across all DOCCM segments.
This is an excerpt
Customer Experience, Information & Knowledge Management, Enterprise Content Management
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