Customer Communications Management Market

Customer Communications Management Market is anticipated to grow at a CAGR of 11.2% during forecast period and estimated to reach USD 2,354 Million by 2028.

Customer Communications Management Market Overview

Customer communications management (CCM) is defined as a strategy that supports improving outbound and interactive communications. The CCM software improves the creation, delivery, storage and retrieval of outbound and interactive communications. CCM software supports an organization in composing, personalizing, formatting and delivering content from various sources such as websites into electronic and physical communications between the organization and its customers.

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Major Customer Communications Management Market Drivers

Increasing adoption of Customer Communications Management software across various end-use industry verticals such as retail and eCommerce, healthcare, travel, utilities, and IT and telecom stands to be a major factor driving the Customer Communications Management Market. Increasing smartphone penetration, rapid technological innovations, and growing demand for on-demand customer communication solutions have strengthened the market size. The incorporation of Artificial Intelligence and Natural Language Processing in the CCM solutions allows companies to solve communication problems and offer improved services through continuous availability and quick response, which will augment the market size over the forthcoming years. Moreover, emerging need to improve customer experience and retain customers through a customized customer service program has encouraged the adoption of CCM software, thus, fuelling the Customer Communications Management Market.

Increasing migration to cloud environment to improve the flexibility of communication system will offer enormous opportunities to the market. The CCM solution helps to reduce the overall cost of creating documents, which has augmented its demand across small and medium-sized enterprises (SMEs), raising the market growth. However, complexities in data synchronization and growing concerns pertaining data breach are projected to impede the Customer Communications Management Market.

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Component – Segment Analysis

Based on the Component, the Solutions segment is expected to grow at a higher CAGR during the forecast period. Enterprises deploy CCM software to provide customers highly connected personalized experiences across diverse websites, stores, call centers, social media, mobile apps, emails, virtual assistants, and other touchpoints. Furthermore, customer queries would be resolved through autonomous response processes and systems wherein customers receive real-time feedback on their issues. Enterprises know the importance of each interaction, which carries customers’ perception of products or brands. Solutions like omnichannel, ML, analytics and workforce optimization are the backbone of modern customer services, which offer brands and products a competitive edge.

Vertical – Segment Analysis

Based on the Vertical, IT & Telecom segment is expected to grow at a higher CAGR during the forecast period. CCM software helps simplify IT infrastructure through a single, comprehensive solution for interactive communications generation and batch automation. Thus, companies can utilize data while creating documents. This offers them to create valuable content and contribute directly to the purpose of their customer experience strategy. As a result, telecommunications and IT companies have started investing in CCM solutions that would help them deliver high-quality services to their customers.

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Regional – Segment Analysis:

Based on the region, the Asia-Pacific region is projected to dominate the market during the forecast period. Countries like China, Japan and India act as key drivers for the growth of the market in the region. The growing internet penetration and per-user online consumption have led organizations to upgrade their offerings in the CCM market. The rapid growth can be attributed to its growing technology adoption rate. The growth of Small & Medium Enterprises in the region has increased their spending on advanced technologies like AI, Machine Learning, IoT and data analytics to compete in the market and capture more growth opportunities. Cloud computing is employed on a large scale by organizations in the developed economies of the Asia-Pacific region, like Japan, ANZ, and Singapore. As the cloud technology is utilized as a repository of data for further analysis, its increased adoption is expected to surge the growth of the CCM market.

Top Market Players

Various notable players operating in the market include Adobe, Oracle, Open Text Corporation, Zendesk, Newgen Software Technologies Limited, Capgemini, Quadient, Smart Communications, Sefas Innovation, Inc., CEDAR CX Technologies, among others. 

Key Developments:

• • In 2022, Newgen Software, a leading vendor of low-code digital transformation platforms, developed OmniOMS 10.0, a better version of their Omnichannel Customer Engagement Platform (CCM)
  • In 2022, Smart Communications, a global technology company entered into a partnership with Duck Creek Technologies, a leading SaaS. This partnership is intended to help insurers provide exceptional digital-first conversational experiences to their customers.
  • In 2021, Capgemini and OVHCloud announced a global alliance partnership agreement intended to address the cloud transformation needs of public and private organizations.
  • In 2020, Newgen Software Technologies Limited launched OmniOMS 9.0, an upgraded version of its customer communication management system. The latest version of the software provides a robust and unified communications platform linking a variety of information types, information sources, and distribution channels. The embedded functionalities would enable users with easy customer communication creation, design composition change management, distribution, and control.
  • In 2020, Adobe launched new features in Advertising Cloud DSP. The legacy help was replaced with updated pages, available from the Help link in the DSP main menu. The previous Campaigns Beta views are now the default Campaigns views for quicker insights, simplified workflows, and customized views.

Segments covered in the Report:

The global Customer Communications Management market has been segmented on the basis of Component, Deployment Mode, Organization Size, Vertical and regions. Based on Component, the market is segmented into Solution and Services. Based on Deployment Mode, the market is segmented into On-premises and Cloud. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on Vertical the market is segmented into IT and Telecom, Retail and eCommerce, BFSI, Healthcare, Travel and Hospitality, Government, Utilities and Others. 

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Market Segmentation

Global Customer Communications Management Market by Component

• • Solution
  • Services

Global Customer Communications Management Market by Deployment Mode

• • On-premises
  • Cloud

Global Customer Communications Management Market by Organization Size

• • Large Enterprises
  • Small & Medium Enterprises

Global Customer Communications Management Market by Vertical

• • IT and Telecom
  • Retail and eCommerce
  • BFSI
  • Healthcare
  • Travel and Hospitality
  • Government
  • Utilities
  • Others

Global Customer Communications Management Market by Region

• • North America Customer Communications Management Market (Option 1: As a part of the free 25% customization)

    • By Component
    • By Deployment Mode
    • By Organization Size
    • By Vertical
    • US Market All-Up
    • Canada Market All-Up

  • Europe Customer Communications Management Market (Option 2: As a part of the free 25% customization)

    • By Component
    • By Deployment Mode
    • By Organization Size
    • By Vertical
    • UK Market All-Up
    • Germany Market All-Up
    • France Market All-Up
    • Spain Market All-Up
    • Rest of Europe Market All-Up

  • Asia-Pacific Customer Communications Management Market (Option 3: As a part of the free 25% customization)

    • By Component
    • By Deployment Mode
    • By Organization Size
    • By Vertical
    • China Market All-Up
    • India Market All-Up
    • Japan Market All-Up
    • Rest of APAC Market All-Up

  • RoW Customer Communications Management Market (Option 4: As a part of the free 25% customization)

    • By Component
    • By Deployment Mode
    • By Organization Size
    • By Vertical
    • Brazil Market All-Up
    • South Africa Market All-Up
    • Saudi Arabia Market All-Up
    • UAE Market All-Up
    • Rest of world (remaining countries of the LAMEA region) Market All-Up

Major Players Operating in the Customer Communications Management (Option 5: As a part of the Free 25% Customization – Profiles of 5 Additional Companies of your Choice)

• • Adobe
  • Oracle
  • Open Text Corporation
  • Zendesk
  • Newgen Software Technologies Limited
  • Capgemini
  • Quadient
  • Smart Communications
  • Sefas Innovation, Inc.
  • CEDAR CX Technologies