Summary
In Forrester's 36-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found improved product capabilities to support structured, interactive, and on-demand segments of customer communications. Within these segments, Hewlett-Packard leads the pack with a much-improved interactive capability and continued strength for structured and batch applications. Adobe is set apart by its breadth of DOCCM-related technologies that support an overall customer experience platform. Thunderhead achieves Leader status through excellent interactive capabilities, multichannel support, and integration strength. EMC Document Sciences achieves Leader status due to innovative leverage of leading authoring and distribution tools combined with excellent batch and structured support. Pitney Bowes enters the Leader circle through acquisition and planned integration of analytics software to guide customers across channels — a potential game-changer for DOCCM. And new to the Forrester wave, GMC achieves Leader status with strong overall product flexibility and strength for creative apps. Expect more innovation as this market space hits its stride.
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