Customer Communication Management Software

TrustRadius Top Rated for 2023

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EZ Texting

Since 2004, EZ Texting has served over 210K customers for business texting in the U.S. and Canada. Their cloud-based platform includes bulk texting, MMS, delivery reports, reminder campaigns, text polls, keywords, textable numbers, and text-to-landline capability. EZ Texting’s messaging…

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EZ Texting

Since 2004, EZ Texting has served over 210K customers for business texting in the U.S. and Canada. Their cloud-based platform includes bulk texting, MMS, delivery reports, reminder campaigns, text polls, keywords, textable numbers, and text-to-landline capability. EZ Texting’s messaging…

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Quadient Inspire offers a customer experience management portfolio that provides human-centric communication solutions that span the entire customer lifecycle, to help organizations to create meaningful connections with their customers, wherever, whenever they prefer.


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

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Zendesk Sunshine Conversations

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Smart Communications SmartCOMM

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WATI is a SaaS platform that helps businesses communicate with their customers through customer engagement software built on WhatsApp’s Business API. With it, businesses can conduct personalized conversations, be accessible and engage with customers in real-time.

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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.

What are the best Customer Communication Management Software products?

These are some of the popular Customer Communication Management Software products.

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.