TECH SUPPLIER Aug 2019 - Market Share - Doc # US45394119

Worldwide Customer Communications Management Software Market Shares, 2018: Adding Intelligence to New Channels of Communication

By: Marci MaddoxResearch Director, Enterprise Content Strategies

Abstract

This IDC study contains estimated vendor shares for the customer communications management market for 2018. The CCM market snapshot includes revenue attained from both structured communications (delivered in batch or on-demand) and interactive or ad hoc correspondence. This document includes commentary on market growth, emerging trends, and actionable advice for CCM technology suppliers.

"The mature customer communications management market will grow at a CAGR of 9.2% over the next five years," according to Marci Maddox, research manager of IDC's Enterprise Content Strategies program. "This growth is fueled by a shift to cloud solutions and AI-enabled interactive communications. New SaaS-based entrants are incorporating AI and new channels of communication into improving customer engagement and operational efficiencies. Vendors with on-premise solutions need to re-architect quickly to stay relevant in this evolving market."


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