02.02.2021
Madison Advisors—Madison Advisors announced today the release of a new research study, “Customer Communications Management Hosted Managed Services Market Update, 3rd Edition.” Madison Advisors defines customer communications management (CCM) hosted managed services (HMS) as a delivery model in which a single-source, integrated technology platform incorporates the critical components necessary for end-to-end CCM, incorporating workflow automation and governance. This third edition of Madison Advisors’ research was expanded to include print service providers that are now leveraging their unique standing in the marketplace to strategically reposition themselves to become communications service providers, with less focus on print.
The study evaluates the two different types of CCM HMS providers: traditional HMS providers and print service providers. It analyzes each provider’s overall solution based on responses to the study questionnaire and their capabilities in these seven critical components: data management and processing; content management; preference and customer profile management; composition; omnichannel delivery; archive; dashboard reporting.
In addition to an objective assessment of the components within each CCM HMS provider’s solution, the study also provides the differentiators of each solution with respect to verticals served, pricing models and implementation method. Additionally, a review of best practices for deployment and implementation and how each provider is meeting the customer experience requirements of enterprises is explored.
“By outsourcing customer communications to an HMS provider, you don’t have to make the capital investment in technology and salaried staff to build and maintain the infrastructure required to generate and deliver the type of customer communications expected today,” said Kemal Carr, president of Madison Advisors. “A major value of this study is the analysis of the expertise and experience each participating provider has and their ability to customize their delivery, support and pricing models to meet an organization’s needs.”
To purchase the full report, “Customer Communications Management Hosted Managed Services Market Update, 3rd Edition,” visit madison-advisors.com.
