What is CCM?
Customer Communications Management (CCM) software is a front-office experience technology that allows enterprises to provide communications to their customers at scale. Usually, these software’s will be connected to the back-office (business processes, core banking systems, insurance systems, and even customer relationship management systems) to provide the experience throughout the customer journey. There are several options for enterprises to connect their systems, but cloud-enabled solutions are the most popular now as they enable integrations and manage it at scale.
This article looks at the current state of cloud computing in Customer Communications Management (CCM) and highlights opportunities for enterprises and services providers who are ready to modernize their communications strategies.
The current scenario of cloud in CCM
With the growing popularity of cloud computing in recent years, there have been tremendous developments in the CCM space. The cloud is rapidly moving to containerization and serverless architectures and making software available in containers (i.e., Kubernetes) that run on specialized software (i.e., Docker) which isolates the application from the operating system. So now vendors no longer need to worry about the latest Windows or Linux server on which their software runs.
Docker enables multiple containers to run on a single operating system, but it looks as if the application has its own instance of an operating system. By leveraging Kubernetes containers or nodes, CCM vendors can automate container provisioning, networking, load-balancing, security, and scaling across all these nodes from a single point of control. For CCM vendors it is now easier to maintain their code base in a single place and helps deploy updates faster and easier. This now a more innovative option than the traditional on-premise/update model.
Why CCM Cloud?
Cloud technology is continually evolving. With containerization, the CCM vendors are re-building their solutions, and it’s a fundamentally different solution when compared to installing monolithic systems on a rented server or even on a virtual private cloud.
Now vendors are developing CCM solutions that have been purposely developed for containerization and with deployment flexibility in mind. A good Managed Service Provider can help companies to fully utilize the benefits of containerization and implement microservices created at a more granular level.
At this challenging time of COVID-19, enterprises and the software vendors who serve the client should make them understand the benefits that modern cloud solutions bring to B2C communications, and thereby how customer experience can be enhanced and overall profitability.
With the advancement in cloud computing, there are now many different types of cloud solutions for CCM. When evaluating them, enterprise buyers must consider the benefits that containerization, microservices, scalability, and deployment flexibility offer them and ultimately find the cloud-based CCM solution that best fits their organizations’ needs and usability.