target audience: TECH BUYER Publication date: Dec 2024 - Document type: IDC MarketScape - Doc Document number: # US52111324
IDC MarketScape: Worldwide Automated Document Generation and Customer Communication Management 2024 Vendor Assessment
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Abstract
This IDC study assesses 13 cloud-based customer communications management application vendors that emphasize the automated generation of documents and communications for multichannel delivery. This assessment discusses the shift of document generation to a more personalized form of communication outside of traditional regulated requirements. 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 seeking an automated document generation solution and a connected customer communication strategy accommodated by a short list of the vendors that are best suited for their industry, company size, and technology environment.
"Leveraging automated document generation to deliver multichannel personalized communications is key to enhancing customer engagement and satisfaction," says Marci Maddox, research vice president, Digital Experience Strategies. "Organizations should consider adopting ADG/CCM solutions to address customer complaints about personalized communications, unify communication processes, support diverse autogenerated business documents, and empower employees with easy-to-use tools for document generation and correspondence delivery."