Summary
Forrester frequently receives inquiries on customer communications management (CCM) from enterprise architecture (EA) professionals looking for direction on how to update their technologies for new business demands and usage patterns, including the need for unified and consistent content across multiple communication channels. To assist them, we evaluated 14 CCM vendors across 22 criteria. CCM platforms will continue to enhance customer experience (CX), evolve toward broader communication needs, and more tightly integrate with other business applications.
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