The role of Customer Communication Management (CCM) is changing dramatically. From being a simple green screen correspondence creation and/or print output system in the past, CCM is becoming more and more the Multi-Channel Communication and Engagement system for Case Management, Sales, Marketing and Service. Connections to big data analytics, social media analytics and to Content Management are becoming more and more essential. The global demand for the digitalization of business is a strong driver to bring the CCM platform in the enterprise to the next level - from a digitalization inhibitor to a digitalization enabler.
Being a mission critical application, CCM should be placed on a platform that has the reliability and security of a mainframe and at the same time minimized TCO. This is where the z/Linux platform comes into focus for central or cloud deployments combining these major requirements (other platforms including IBM PURE also available). IBM has entered a global partnership with icon as a replacement and enhancement of its enterprise document creation and output management products such as Displaywrite/370, ASF and DCF. Icon’s DOPiX enables reductions in the cost per document communicated in excess of 75%, whilst achieving the highest levels of personalisation and customer service capabilities for the content type.
This presentation introduces why Industry Analysts are getting excited about Customer Experience engagement solution possibilities when deployed at scale. It draws on best practice examples from around the world.
GSE Session: 10:45 – 11:45 Wednesday 4th November 2015, Hockenheim, Session: TG
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