The primary driver for enterprise adoption of CCM HMS is the demand from customers for a better CX. Customers want to communicate on the channel of their choice, carry an interaction across channels and receive feedback faster. Organizations now have a broad range of hosted CCM solutions. Many new and established providers as well as print service providers (PSPs) offer hosted services for composing and distributing customer communications. While all the solutions provide the same basic services, each offering has its own strengths. Data management providers offer a strong suite of data tools. Document design providers offer robust template design and rationalization.
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