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For Enterprise Architecture Professionals

The Future Of CCM: Communications-As-A-Service

Enterprise Cloud Environments Will Orchestrate Diverse Communications Services

May 10, 2017

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Why Read This Report

Customer communication has increased in volume, speed, and personalization and is now delivered from a variety of platforms and applications. Coordination of outbound communications with customers is moving to global megacloud vendors, marketing cloud providers, and digital intelligence platforms. Enterprises struggle to develop a coherent communications tech strategy and don't know how customer communications management (CCM) fits. This report sheds light on strategic choices for enterprise architects and the future of CCM.

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Table of Contents

  • Enterprises Struggle To Define Their CCM Approach
  • Communications Trends Don't Favor CCM Solutions
  • CCM Will Complement Emerging Cloud Digital Platforms
  • Recommendations

  • Focus CCM On What It Does Best — Paper Elimination
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