CCM solutions simplify the infrastructure through a single, complete solution for the automation and generation of interactive communications. The CCM is the engine that transforms knowledge from different touchpoints into personalized and targeted interactions. It works as an eg lists orchestration program that can organize the flows of information arriving from multiple sources into a centralized communication system. In this way, companies use data to create documents and content and contribute directly to the customer experience strategy.
According to the forecast , the global CCM market size will increase from USD 1.3 billion in 2021 to USD 2.2 billion by 2026, with a CAGR of 11.2%.
The IT and telecommunications segment will register the highest adoption rate in the coming years.
Why adopt a CCM for the telco sector?
The customer journey in the telecom industry includes all moments of contact with the company, online and offline, such as transactions, access to the service and support requests. CCM systems allow telcos to comprehensively monitor the entire customer journey, obtain valuable information on customer preferences, behaviors and needs and use this information to design personalized interactions. The benefits are numerous, let's investigate them one by one.