By DPS Magazine Staff
Part 1 of 2
Customer communication management (CCM) involves the creation, delivery, storage, and retrieval of outbound communications. Regulated documents include bank and credit card statements, health care information, and billing reports—to name a few. If any of these documents aren’t handled correctly—sent to the wrong person for example—this can lead to a host of legal issues.
Between multiple channels of communication, standards and laws, and a shear amount of data, CCM solutions offer a way to manage the chaos. Accessibility demands are on the rise, which present a range of issues.
Ernie Crawford, president/CEO, Crawford Technologies, provides examples such as the timely delivery of alternate formats, such as PDF, PDF/UA, braille, large print, and other formats that are compliant with the Web Content Accessibility Guidelines international standard (WCAG); document storage and retrieval; retrieval efficiency; integration with existing systems; and human error.
Here we look at a few available CCM solutions that help to combat these challenges.
Azuba
Azuba, formerly Napersoft, offers a CCM solution that consolidates all channels, ensuring seamless interactions, streamlined operations, and enhanced customer satisfaction in a single, efficient platform. Users can create unique, personalized experiences using Azuba CCM’s interactive tools and templates. Integrate with databases for accurate customer data, fostering loyalty through tailored interactions. Engage customers across multiple channels such as email, SMS, fax, web, and mobile with Azuba CCM. Utilize document generation to publish content and reach your customers in the language they prefer.
Azuba is available as an Enterprise or Express option. Enterprise is designed for large to very large enterprises that includes its Batch, Interactive, and OnDemand options automatically. Azuba CCM Express is a platform for medium to large companies with a la carte options.
Crawford Technologies
Crawford Technologies provides a comprehensive suite of document accessibility solutions tailored specifically for CCM systems. These solutions effectively tackle the challenges associated with ensuring the prompt delivery of accessible alternate formats, while maintaining compliance with WCAG. Its AccessibilityNow platform streamlines the entire document accessibility remediation process, which can operate on premise, in cloud configurations, and SaaS. It handles everything from automated tagging to dynamic delivery of accessible documents in real time.
The AccessibilityNow suite of solutions addresses modern accessibility requirements by meeting the needs associated with making customer communications accessible. Its automation capabilities are the differentiator. By automating tagging, remediation, and compliance checks, organizations can improve the speed, efficiency, and accuracy of creating accessible documents. Additionally, automation allows for template creation and on demand content generation, ensuring accessibility standards are met.
Along with automation, the solution offers a centralized workflow platform. This platform integrates all steps of accessible format creation, improving collaboration and streamlining the process. Additionally, organizations can leverage API integrations to automate data integration and outsource expertise for managing complex formats like braille, large text, or audio.
Papyrus Software
To achieve enterprise-wide omni-channel communication excellence, Papyrus believes an integrated platform is required. The Papyrus digital Customer Communication Platform enables corporations to consolidate all types of document output—-high-volume batch, online, user interactive, and on demand—to one platform. All generated building blocks—data, text, tables, and images—can be reused across all document types. Corporate design and identity are guaranteed.
Efficiency comes by having one set of tools and definitions to develop these document applications, an adapter technology to easily integrate with any business application data and backend system and central resource management and deployment. Reusing building blocks and logic, every document can be interactive, documents can be collected in a central pool over time and highest fidelity on every print and e-delivery output channel is guaranteed.
Solimar Systems
Chemistry is Solimar’s CCM platform that provides enterprise workflow tools that blend Solimar technologies with third-party applications enabling visibility, accessibility, and mobility into an entire operation.
The Solimar Accessibility Engine enables organizations to create workflows to automatically tag very large volumes of transactional PDF content to create PDF/UA files. The engine utilizes powerful, flexible indexing templates to target and tag content.
The Solimar Accessibility Engine applies these templates in automated workflows designed to address the needs of organizations that produce highly personalized content, including banks, brokerages, governments, insurers, and schools. Combined with other Solimar products, the Solimar Accessibility Engine routinely supports creating accessible PDF documents from non-PDF source print data such as AFP, IPDS, LCDS, Metacode, PCL, PostScript, and VIPP.
Today’s CCM
Efficient tools, with accessibility. Today’s CCM solutions are adapting to meet the needs of their users. The next part in this series includes further insight from Crawford on growing accessibility demands.
Apr2024, DPS Magazine
