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IDC Worldwide Intelligent Customer Communications Management 2024 Vendor Assessment

In this brief video, Marci Maddox, VP of Research and Content at IDC introduces the latest IDC Marketscape for Worldwide Intelligent Customer Communications Management. She discusses how AI and generative AI are transforming CCM and highlights Messagepoint’s leadership. Watch the video to learn more about next-generation AI-driven communications management and download an excerpt of the report at the link below.

Full transcript is below

"Hello. I'm Marci Maddox, Vice President of Research and Content for IDC's Tech Buyer digital platform.

The IDC Marketscape for worldwide intelligent customer communications management provides an assessment of nine cloud based CCM application vendors that natively own or tightly integrate forms technology and artificial intelligence or even GenAI features for the enhancement of automation in content creation, management, or insights.

This assessment discusses the shift from traditional automated document generation to a more intelligent communications platform.

The evaluation is based on a rigorous framework that assesses vendors relative to the criteria and the market.

The study highlights the factors expected to be the most influential for buyers to define a next-generation Gen AI-infused customer communication strategy and defines a short list of vendors best suited for the buyer's industry, company size, and technology environment.

The integration of generative AI in the design and delivery of customer communications is transforming the landscape. It's streamlining the creation process and helping communicators across the organization to leverage AI and gen AI to create personalized multichannel experiences.

The benefits of an AI based solution include enhanced customer engagement, optimized data collection, and improved communication consistency.

With significant investment and projected economic impacts, organizations both large and small must adopt AI-driven strategies to remain competitive and meet the evolving customer expectations.

In order for businesses to effectively use GenAI and the highly discussed Agentic AI for adaptive decision-making and real-time responses, it requires a sound architecture built for this level of advanced automation and AI-assisted experiences that are essential for competitive, cost-efficient future interactions.

One of the vendors reviewed in the IDC marketscape for intelligent CCM solutions is Messagepoint, who is a leader within this market and has already provided an AI-based customer communication solution for a number of years.

For more information, I invite you to read the IDC Marketscape excerpt paper. "