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Customer Communications Management Vendors 2021: Retail Banking Edition

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29 September 2021

The Race to Real-Time, Multichannel CCM

Abstract

Customer communications management (CCM) systems create, deliver and store outbound and inbound customer communications information (documents and data), for customer statements, billing, marketing offers, product information, account renewals, compliance disclosures, new product introductions, renewal notifications, delinquency notices. Information may be in paper or digital format, distributed across both digital (web, mobile, email, ATM) and personal (branch, mail, call center) channels.

CCM solutions continue to evolve rapidly as retail banking use cases for CCM systems expand across the customer engagement cycle from account origination through account servicing.

Updating a 2020 Vendor Spectrum, Celent takes a fresh look across leading CCM vendors and their solution capabilities through the lens of the latest trends in CCM.