Gartner Information Technology Research

Market Guide for Customer Communications Management

Published: 03 December 2019

ID: G00450671

Analyst(s): Gene Phifer , Lane Severson


Customer communication management tools are using AI and cloud deployment options to improve customer experience. Application leaders should use this inaugural Market Guide to understand this market and inform their choice of digital workplace CCM applications.

Table Of Contents

Market Definition

  • Market Description

Market Direction

Market Analysis

  • Atomic Content Creation and Management
  • Strong Presence in North America and Western Europe, but Presence Is Limited Elsewhere
  • New Deployment Is Shifting to Cloud, but On-Premises Deployment Is Still the Norm
  • A Mature Market With Deployments of All Sizes

Representative Vendors

  • Market Introduction
  • Vendor Profiles
    • Adobe
    • CEDAR CX Technologies
    • Doxee
    • FISFidelity Information Services
    • Hyland
    • Intense Technologies
    • ISIS Papyrus Group
    • Messagepoint
    • OpenText
    • Oracle
    • Pitney Bowes
    • Quadient (formerly Neopost)
    • Sefas
    • Smart Communications
    • XMPie

Market Recommendations

  • Honorable Mentions

Gartner Recommended Reading

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