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Customer Communication Management Solutions: Global Insurance Edition

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29 June 2023
Fabio Sarrico

​​2023 Solutionscape, Powered by VendorMatch​

Abstract

Customer communication management (CCM) systems create, deliver, and store outbound and inbound customer communications information (documents and data) for quotes, policy issuance and endorsements, onboarding, claims, billing, marketing offers, product information, policy renewals, compliance disclosures, new product introductions, and delinquency notices. Information may be in paper or digital format, distributed across both digital (web, mobile, and email) and personal (insurance agency, mail, and call center) channels.

In a digitized world, channel interactions increasingly take place via email, web, mobile, tablets, wearables, and SMS. Digital communications include interactive dashboards, chatbots, voice assistants, video, and even virtual reality. Insurers undertaking digital transformation are shifting client communications away from traditional call centers and mailed interactions. This shift has led to building new workflows and technology to support the growing volume of digital interactions.

The functionality of CCM solutions can be categorized based on the separate duties of building and delivering communications.

This report provides an overview of 12 customer communication management (CCM) solutions available for insurers. It profiles each CCM solution and provides an overview of their functionality, customer bases, lines of business supported, technology, implementation, pricing, and support. Ishould help insurers define their CCM requirements and, where appropriate, create a short list of vendors for evaluation. Insurers continue to have a wide spectrum of systems and vendors to consider when they look for a solution to fit their needs. Insurers should take advantage of their access to the authors through analyst calls to learn more about the vendors.

Celent also provides a comparison of these 12 CCM solutions—presented on a chart called Technical Compatibility Matrix—which positions the solutions within one of five categories, taking into consideration the sophistication of breadth of technology and functionality of each solution.

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