There are four main categories of CCM technology:
- Automated Document Factory (ADF): This type focuses on producing personalized documents using automation tools like templates, data integration, and workflow management.
- Customer Communication Management (CCM): This approach emphasizes the management and orchestration of all customer interactions, often involving multi-channel communication and personalized experiences.
- Output Management (OM): This category focuses on streamlining and optimizing the process of delivering documents to customers, including electronic delivery, print, and archiving.
- Interactive Communication Management (ICM): This type deals with interactive communications with customers, often using digital channels like websites, email, and mobile apps.
These categories represent different approaches to managing customer communications, but they often overlap and complement each other.
