Customer Communication Management Software

Best Customer Communication Management Software include:

Newgen CCM Suite.

Customer Communication Management Software Overview

What is Customer Communications Management (CCM) Software?

Customer communications management (CCM) software is used by businesses to manage inbound and outbound communications with customers. Many companies communicate with customers through a variety of different channels. CCM software takes all customer communications and places it in a single view for easy access.

Businesses use customer communications management software to provide consistent service across all their channels of communication. In addition to receiving customer communication, users can use CCM software to reply to customers using premade, branded templates. Outbound responses to customers can also be automated and personalized to match each customer's needs.

Like customer relationship management (CRM) software, customer communications management software focuses on providing an excellent customer experience. Unlike CRM software, however, CMM software streamlines outbound communication and enables users to respond to real-time communication more easily. CMM software also includes document security for sensitive documents that it stores. In essence, CRM focuses on creating a good general customer experience, CCM focuses on creating the best possible communication experience for customers.

Most CMM software integrates with CRM products, so many businesses opt to use both CMM software and CRM software. Using CRM and CMM enables organizations to keep a single storehouse of customer information and communications. This storehouse helps businesses to create an optimal customer experience.

CCM Software Features & Capabilities

In general CCM software offers the following features and capabilities:

  • Track inbound and outbound communications

  • Communications analytics and reporting

  • Manage contact information

  • Communications workflows

  • CRM Integration

  • Document Security

  • Personalize outbound correspondence

  • Document Template Management

  • Document Formatting and Production

  • Automated distribution of communications


Most CCM software uses a subscription pricing model, charging monthly for their services. Quotes are available on request from CCM software providers. Some vendors offer free trials, either for a limited time or with limited functionality.

Customer Communication Management Products

(1-16 of 16) Sorted by Most Reviews

24sessions, from MessageBird

24sessions is a video customer engagement software solution, now from MessageBird since the April, 2021 acquisition. It supports scheduling, video calling experiences and analytics solution to drive the customer journey. It enables users to create video calls that comply with security…

Isis Papyrus CCM

Isis Papyrus' customer communication management offering is a communication platform that allows for quick template and document creation. The software also includes versioning and management tools for all communication channels.

Cincom Eloquence

Cincom Eloquence is a customer communication management solution designed to make communication less time consuming and provides tools for advanced document creation.

Oracle Documaker

Oracle Documaker is customer communication management software designed to help companies communicate with customers quickly and easily. It offers strong document creation and management tools so that users can generate correspondence or create document templates without issue. For…

Newgen CCM Suite

NewGen CCM is a customer communication management solution built to help businesses communicate with customers at the right time and in the reight way using customized, personalized messages.


Striata is a customer communication management software used to manage inbound and outbound digital communication. Striata specializes in engaging customers by sending them the information they need to receive at the right time and through the best channels.

OpenText Notifications

OpenText Notifications is presented as a comprehensive, cloud-based omni-channel communications platform to create and deliver highly targeted and personalized messaging via the recipient’s communications channel of choice, from a single vendor.

Experian Health, with Passport Health

Experian Health is a suite of solutions, augmented with Experian's acquisition of Passport Health (2013), that include patient communications and engagement solutions, revenue cycle management for practices, and medical scheduling. Automated Communication for Hospitality

Cheho builds AI-powered communication automation, with a special focus on hotels and hospitality services, and offers an enterprise-level solution for personalized and automated communication. On the business side the Cheho system integrates with property management systems, as…

AlphaChat is a Conversational AI platform that aims to make customer service more efficient and customers happy. Users can build their own Intelligent Virtual Assistant (i.e. a smart AI chatbot) and set it up for customer support automation in less than an hour. The vendor's value…

Inbox Health

Inbox Health is a patient engagement, communication, and payment platform built for medical billers. It uses patient data to tailor a billing process specific to the patient’s situation and behavior patterns. The platform handles patient billing, payment, and follow up communication…


Cloodot is a customer experience management suite to manage chats and reviews from multiple online channels in one inbox. Manage chats and reviews from multiple Google my business listings, Facebook pages, WhatsApp numbers, Google business messages listings, Websites etc. Work together…


Swiss company unblu offers their eponymous live chat tool that features co-browsing, document sharing, and more.

ArchitettoMyWeb (Architect My Web)

ArchitettoMyWeb (Architect My Web) from Wolters Kluwer is a content management system and customer communication tool for architects that allows them to communicate their professionalism through the images of the portfolio, offer users advanced services to interact with the studio,…

Wolters Kluwer NOTAIOmyWEB

NOTAIOmyWEB is a digital communication project, which aims to offer to notaries web tools for interacting with clients and potential clients, from Wolters Kluwer.

Wolters Kluwer webdesk

Wolters Kluwer offers webdesk as a communication portal between professional firms and its clients, boasting simplicity, completeness and automation, with services and communications integrated with Wolters Kluwer firm management solutions. It is sold primarily in Italy.