Customer communication management (CCM) solutions address the operational challenges of managing communication between insurer and client. Communications are delivered via traditional or digital channels.

Vendors in the CCM space broadly take one of two approaches. Some provide a holistic approach, not only offering solutions for content design and delivery, but also for managing inbound communications – including capabilities such as document classification and archiving, or data orchestration. Others focus exclusively on CCM capabilities and address those additional needs through partnerships with other vendors.

When looking at CCM functionality, there are further differences in vendors’ strategies and offerings. For example, some vendors may decide to obtain the capability to offer communication in personalized video format or address content accessibility regulatory requirements through partnerships with other vendors, while others may develop these capabilities themselves.