Customer Communication Management Software

Customer Communication Management Software Overview

Customer Communication Management (CCM) Software centralizes outbound business communications across multiple channels. It automates the creation, delivery, tracking, and recording of customer and partner communications such as correspondence, alerts, marketing messages, account and product updates, statements, and billing notices. These communications can be conducted through SMS, push notifications, web pages, chatbots, mobile apps, social media, email, phone, video, and documents.

CCM software enables collaboration across multiple departments, facilitating coordinated and consistent communication throughout the entire customer journey. The software also allows customers to select their preferred communications channels and helps expedite an organization’s responses to customer inquiries and concerns. Analytics of the recorded communications and interactions provide insights into customer interests and behavior.

It is used in the financial services, insurance, and healthcare industries and supports regulatory compliance with the Health Insurance Portability and Accountability Act (HIPAA) and General Data Protection Regulation (GDPR). The software overlaps with Customer Engagement Platforms and Customer Experience Management Software.

Top Rated Customer Communication Management Products

TrustRadius Top Rated for 2022

These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.

Customer Communication Management Products

(1-25 of 48) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.

EZ Texting

EZ Texting

Customer Verified
Top Rated

EZ Texting is a SaaS solution that delivers a way to connect, now from Callfire since the December, 2021 acquisition. It has served over 165,000 customers and is a SMS platform for business users, aiming to set the standard for business texting. The messaging solutions allow businesses…

Quadient Inspire

Quadient Inspire

Customer Verified
Top Rated

Quadient Inspire, formerly GMC Inspire, is an enterprise communication platform enabling large enterprises to consistently deliver relevant personalized messages, at the right time through the preferred channel. Quadient Inspire is a complete platform to plan, design, validate and…

Front

Front is a communication hub that helps businesses keep the human touch in every interaction.

SMS.to

SMS.to is a bulk SMS marketing tool, available via an API that enables developers to add bulk SMS features to Viper, or Whatsapp, etc.

OpenText Exstream (formerly HP Exstream)

OpenText Exstream (formerly HP Exstream) is a multichannel customer communication management solution that helps companies tailor customer communications through web, email, print and mobile channels.

Infobip

Infobip headquartered in London offers a CPaaS designed to bridge IT and Telecoms, powering enterprises with omnichannel communication and user authentication options for a global user base.

ShoutOUT

ShoutOUT is a business texting tool to send personalized SMS campaigns, with advanced personalization and segmentation features. Users can send: personalized alertspromotionsremindersshort linksmarketing / promotional campaignscustomer feedback collectioncustomer updatesconversational…

Respond.io

Respond.io is a business messaging platform from the Hong Kong based company of the same name, that connects customers from any channel to every team. As consumers grow to demand personal communication on a wide variety of channels, businesses are looking to their software vendors…

TrueDialog

TrueDialog is a cloud-based mobile text messaging solution that supports instant, personalized communication between businesses and their customers, from the company of the same name in Austin, Texas.

Unblu

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

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…

Directly

Directly’s crowd platform harnesses thousands of independent experts and AI technology to automate common customer questions and deliver customer service that consumers love. The vendor states companies like Airbnb, Microsoft, and Samsung partner with Directly to improve the customer…

Kaleyra

Kaleyra is a global cloud communications platform offering multi-channel integrated communication services including Messaging, Voice, and WhatsApp. By equipping 3000+ enterprises, including Fortune 500 brands, with the technology they need to safely and securely reach millions of…

Striata

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.

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 Omnichannel Customer Engagement

Design, manage and distribute end-to-end communications from one centralized platform. Deliver transformed experiences to customers by delivering personalized communication across channels. The solution aims to improve up-sell and cross-sell opportunities across touchpoints, including…

Experian Health (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.

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.

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.

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.

SimpleStage

SimpleStage is a 3-in-1 client communication tool for agencies to gather design feedback, content, and website feedback. With SimpleStage users can:Collaborate with clients by uploading designs to SimpleStage and requesting their feedback and suggestionsCreate and collaborate on…

Sirena

Sirena's goal is to simplify the world through conversational commerce with software that helps companies to engage their customers through WhatsApp. Sirena is a Zenvia Company (acquired July 2020), and a WhatsApp official BSP (Business Solutions Provider). They develop technology…

Voyent Alert! Mass Notification

Voyent Alert! is a multi-purpose mass notification system that allows organizations to rapidly send enriched and personalized alerts for both critical emergencies and day-to-day notifications via an alerting application. It is designed to help users strengthen communications and…

Learn More About Customer Communication Management Software

What is Customer Communication Management Software?

Customer Communication Management (CCM) Software centralizes outbound business communications across multiple channels. It automates the creation, delivery, tracking, and recording of customer and partner communications such as correspondence, alerts, marketing messages, account and product updates, statements, and billing notices. These communications can be conducted through SMS, push notifications, web pages, chatbots, mobile apps, social media, email, phone, video, and documents.

CCM software enables collaboration across multiple departments, facilitating coordinated and consistent communication throughout the entire customer journey. The software also allows customers to select their preferred communications channels and helps expedite an organization’s responses to customer inquiries and concerns. Analytics of the recorded communications and interactions provide insights into customer interests and behavior.

It is used in the financial services, insurance, and healthcare industries and supports regulatory compliance with the Health Insurance Portability and Accountability Act (HIPAA) and General Data Protection Regulation (GDPR). The software overlaps with Customer Engagement Platforms and Customer Experience Management Software.

CCM vs CRM vs Contact Center Software

While Customer Relationship Management (CRM) Software is concerned with maintaining and strengthening the relationship between a business and its customers, CCM software informs and engages customers with targeted personalized communications through multiple channels, and Contact Center Software provides the communication channels between a business and its customers. `

Customer Communication Management Software Features

Customer Communication Management Software has many of the following features.

  • Centralized communications
  • Compose, format, and deliver customer communications
  • Support multiple communication channels
  • Authoring, editing, and design templates
  • Segmentation
  • Personalization
  • Customer channel preferences
  • Collaboration
  • Rules and workflow management
  • Review and approval
  • Security, access, and permission controls
  • Data capture of inbound communication
  • Track and record communications
  • Asset management
  • Dashboards
  • Analytics and reporting
  • Regulatory compliance
  • Mobile optimization
  • Integrations with CRM, ERP, Contact Center platforms, and Content Management Systems
  • Cloud-based, on-premises, and hybrid solutions

Customer Communication Management Software Comparison

Consider the following when purchasing Customer Communication Management Software.

Integrations: Evaluate how well your selection will integrate with your current CRM, Contact Center, and Content Management systems. Productive integrations will streamline and optimize the entire customer communication process.

Scale: Ensure that your selection will readily scale to meet your current and future needs.

Cloud: Cloud-based solutions facilitate collaboration and provide anytime, anywhere convenience across multiple devices.

Pricing Information

CCM pricing is based on its features and the number of users supported. Introductory pricing with limited features and users ranges from $19 to $49 a month. Enterprise-scale communications require a price quote. Free trials are available.

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Frequently Asked Questions

What does Customer Communication Management Software do?

Customer Communication Management (CCM) Software provides a single view of customer communications, automating the authoring, personalization, delivery, and tracking of documents and messages across multiple channels. It facilitates customer interactions through the exchange of both real-time and offline communications and allows multiple departments in a business to collaborate and coordinate their customer communications.

What are the benefits of using Customer Communication Management Software?

Customer Communication Management Software efficiently supports consistent, personalized customer communications improving customer satisfaction, promoting loyalty, and increasing retention rates, leading to greater sales and revenue. The software helps accelerate business responses to customer communications while offering customers convenient ways of communicating through preferred channels.

How much does Customer Communication Management Software cost?

CCM software with basic features and a limited number of users has a price range between $19 and $49 a month. Larger operations will have to obtain a price quote. Free trials are typically offered.