CEDAR CX Platform for CCM and Web/Mobile Servicing

Create a vendor selection project & run comparison reports
Click to express your interest in this report
Indication of coverage against your requirements
A subscription is required to activate this feature. Contact us for more info.
Celent have reviewed this profile and believe it to be accurate.

Overview

Our Approach Is Simple
From a single integrated CX Servicing Platform, deliver all the critical technologies and services necessary to enable the Digital Transformation of Enterprise Customer Communications Management (CCM) and Digital to Personal Servicing activities. From system or on-demand documents to real-time bi-directional alerts, web consents, and Web/Mobile Servicing – the Customer Experience (CX) is all about clear, compliant, and customer-relevant information, integrated with easy-to-use servicing options, and available across all service events and channels.
Our Technology Is Not
What differentiates CEDAR is our Component-based Platform Architecture that integrates the key technologies required to implement the digital transformation described above and managed by non-technical client stakeholders, at a service event level (e.g. Statements, Bill to Pay, Collections, Digital Enrollment and Welcome Kits, End of Term, SPOC, etc.).
Using proprietary and select best-in-class Third Party technologies, our CX Platform is built on a Java, Oracle, and Linux foundation; using a Common Data Model, Work Engine and Governance Array; delivered as a Hosted Managed Service in an SSAE 16 SOC 2, PCI, and HIPPA Compliant environment; enabling the following key feature/functions:
• API integrations to multiple legacy and third party systems for real-time, web, and file-based data
• Thin Client Tools for agile workflow and change management by non-technical stakeholders
• ECM Resource Libraries to digitize and store all communication resources for rules based inclusion in all communications across all servicing channels
• Rules Engines to enable variable content and workflow automation of CCM and Servicing “Use-cases”
• Process Governance – End-to-End Reconciliation/Approvals, Service Compliance, Change Audit Control

At CEDAR, Data is the fuel the powers the Rules Engines that drive the Workflows

Component Technologies Include: APIs - Enterprise Communication Content Managment (ECM) - Profile, Preference & Consent Management - Omni-Channel Output Composition - Delivery (Print & Mail, Email, SMS, Social, Secure Interactive PDF) - Archive (from change logs to communications and delivery information) - Agent and Customer Web/Mobile Services - Administrative Services

SSO/API Libraries • System Data Input & Retrieval • Message Delivery Triggers • Content Import/Export • CRM System APIs • Real-Time APIs
Data Normalization/Aggregation • Common Data Model • Batch File, Web Service Input • XML, CSV, EDI, TXT, AFP, TIF, PDF • Transactional Document Data • User Profile & Preference Syncs
ECM - Communication Resource Libraries • Content - Any Binary File Type Upload • Full Text Search or Folder View • Review, Approval, Publish • Content & Rules Management • Letter & Campaign Management • CMS, Web, Export/Import APIs
Letter Management • System-Triggered & On-Demand • WYSIWYG Designer with Forms • Version Control Review & Approve • Proofing & Real-Time Publication • Statements, Letters, Invoices, Messages
Campaign Management • WYSIWYG Designer w/Forms • Print, Email, SMS Options • Proofing, Delivery Throttling • Tracking, Reporting, Dashboards
Alerts & Notifications • Email, SMS, Web Splash at Sign-in • Payment Due, Near Due, Past Due • Payment Scheduled, Processed, Cancel • Open and Click Tracking
• Profile, Preference & Status Changes
Reporting & Analytics • System Control Reports • Management Scorecard Reports • Payment & Activity Reports • Usage & Activity Dashboards
Template Management • Template Libraries - Channels • Document, Email, Mobile, Web, SMS • Version Control Review & Approve • Proofing Test Management
Omni-channel Composition • PDL, PDF, iPDF, JSON, HTML5 • Delivery Address NCOA/CASS • Data Extracts, MRDF, Indexes
Omni-channel Delivery • Print, Email, SMS, Mobile, Web, Fax • Delivery Optimization • Tracking, Retry, Reporting • IMb TracingTM, Open, Opt Out • Certified Mail/FedEx
Communications Archive • Documents, Messages, Activity • Content, Profile, Preferences • PDF, TIF, XML, TXT, JSON, etc. • SSO & RESTful API Access • Single Source all Communications • Statements, Letters, Emails, SMS • Deliveries & Payments • Reports, Extracts, Job Tracking
Extensible Services • Custom Input Data Formats • Custom Composition Output • Custom Process Workflow • Custom Business Rule Workflows • Custom Event Communications
Agent Servicing Tools • Role-based Service-On-Behalf-Of • Communications Sent & Redelivery • Profile & Preference Updates • Payment Scheduling & Management
• Web Services Update
Digital Self-Servicing • HTML5 Presentment and Transactions • Digital Forms – Outbound and Inbound • Profile & Preference Updates • Payment Wallet & Scheduling
Tracking & Reporting • All Input, Delivery & Activity • 30+ Standard Control Reports • 20+ Management Reports • Data Warehouse BI Access
Administration Portal • User Access & Role Management • Job & Delivery Tracking • Content Management • Agent Servicing Tools

Response Management

Customer Response Management • Rule-Driven Broadcast at Sign-in • Account Alerts on Splash Page • Secure Two-Way Message Center • History of all Deliveries
Native Mobile App • Optional Hybrid App Wrapper • Notification Services • App Store Management • GPS
Enrollment & Onboarding • New Customer Online Enrollment • Terms & Conditions Management • Profile & Contact Info Setup • Login Credentials Establishment

Electronic Payments • ACH/Debit, Prepaid Card • Payments Wallets – Web/Mobile • One-Time, Recurring Scheduling • Convenience Fee Assessment • Payment Amount & Calendar Rules • Amounts, Messages, Remittance • Rule-Driven Ads, Messages, Insert • Convenience Fee Management

Product/Service details