Hosted Managed Services: Changing the Paradigm in Customer Communications Management


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Customer Communications Management (CCM) is rapidly evolving as enterprises continue to expand their communications infrastructure to address a variety of needs, both internal and customer, while leveraging new technology capabilities. The challenge, however, is that these communications infrastructures are continuing to grow instead of evolve, creating overly complex environments which include unsupported solutions, homegrown systems, and software that is far behind the current version. This in turn, removes focus from an overall customer engagement strategy, as enterprises are concerned with getting customer communications delivered. While CCM solution vendors have grown their portfolios to include software that addressed the expanding needs of enterprises, the existing infrastructures and lack of resources make it challenging to fully implement these new solutions…


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