Customer Communication Management
What is Customer Communication Management?
Customer Communication Management, also known as omnichannel customer engagement, refers to a convergent set of information technology solutions that enable organizations to manage every aspect of customer communication. CCM provides a centralized platform that connects an organization’s enterprise and core applications, web modules, portals, customer relationship management systems, etc. and automates the delivery of communications across multiple engagement channels, including email, print, SMS, WhatsApp, and other social media platforms.
Additionally, CCM helps organizations to personalize communications, based on the customer’s profile, interests, and behavioral patterns, and to share targeted communications on their preferred channels. Armed with various functionalities, including modern designer, secure distribution, tracking and monitoring, user-friendly templates, Newgen’s omnichannel customer engagement software, enables business leaders to enhance customer experience with personalized and consistent communications across channels.
How has CCM Evolved?
Why Modernize CCM?
Relying on an outdated CCM software can get in the way of delivering personalized customer experience across channels. Hence, it is important to upgrade existing CCM and:
Modernize template generation
Design engaging customer communications with user-friendly and ready-to-use templates that do not require any coding. Configure responsive communications and apply personalization rules while maintaining security. Ensure personalized, effective, and compliant communications in line with your branding guidelines
Ensure seamless communications
Leverage integration ecosystem and cloud-ready APIs for SaaS applications to ensure seamless information flow across systems. Interact with your customers on-demand through their preferred digital channels
Enhance customer experience
Enable responsive customer interactions across channels, and document generation through self-service portals. Reduce the customer’s wait time and deliver a delightful experience. Leverage social media platforms to expand customer reach and trigger dynamic, event-based interactions
Ensure scalability and compliance
Ensure 100% auto archival of every communication while complying with regulatory and data protection requirements. Handle a large volume of communications with our cloud-based customer engagement suite
What to Look for in an Ideal
Customer Communication Management Software?
Listed here are 9 key considerations for selecting an ideal customer communication management software:
- Flexible designing and authoring designer
- Extensive template management capabilities
- Web-based content repository
- Automated document generation
- Faster letter and contract generation
- Multi-channel distribution and tracking
- Diverse integration capabilities
- Strong user management and extensive audit logs
- Robust integration with business applications, core systems, portals, etc.
How Does Newgen Solve for Your CCM Needs?
User-friendly Template Design
Design engaging customer communications with user-friendly and ready-to-use templates that do not require any coding. Configure responsive communications and apply personalization rules while maintaining security. Furthermore, ensure personalized, effective, and compliant communications in line with your branding guidelines
Personalized Customer Experience
Enable responsive customer interactions across channels, and document generation through self-service portals. Reduce the customer’s wait time and deliver a delightful experience. Leverage digital sensing to listen to your customers across channels in real time and analyze their interactions
Scalability and Compliance
Ensure 100% auto archival of every communication while complying with regulatory and data protection requirements. Generate real-time reports and track delivery of communications across various channels, including print, e-mail, and web. Meet your compliance and audit requirements by capturing and archiving detailed communication logs
Seamless and Secure Communications
Leverage integration ecosystem and cloud-ready APIs for SaaS applications to ensure seamless and secure information flow across systems. Interact with your customers on-demand through their preferred digital channels. Secure communication content in various forms to enhance information accessibility and faster retrieval
Success Stories
Automation of over 300 templates
Communication creation in 1-2 hours
