Customer Communication Management Software
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.
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, 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…
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 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…
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…
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…
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…
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,…
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! 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…
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 and .
CCM vs CRM vs Contact Center Software
While 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 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
- Customer channel preferences
- Rules and workflow management
- Review and approval
- Security, access, and permission controls
- Data capture of inbound communication
- Track and record communications
- Asset management
- 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.
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.