"By 2023, over 75% of all customer communication management implementations will be cloud or hybrid solutions."
"Legacy CCM platforms are being challenged by digital-first solutions, focused on interactive user cases and integration with cloud application vendors.
"The customer communication management (CCM) market remains focused on the requirements of highly regulated clients who need high-volume, transactional document generation and output management capabilities. "
"Investment and interest in digital channels has increased —accelerated by consumer preferences caused by the global pandemic — while postal volumes continue to decrease as organizations switch their focus to digital customer experiences. "
We believe you can use this Market Guide to understand how the status of the emerging CCM market aligns with your future plans. In addition, since Gartner has published over 100 Market Guide research notes, IT and strategic leaders can gain a broad view of many markets, including mature and smaller markets, in an easy-to-read format."
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.