The Forrester Wave™: Customer Communications …soapros.pe/.../2016/12/The-Forrester-Wave-CCM-2016.pdf · CCM Products reach For Broader Communications Goals CCM products help enterprises

The Forrester Wave™: Customer Communications Management, Q2 2016The 14 Providers That Matter Most And How They Stack Up

by Craig Le ClairJune 15, 2016

For EntErprisE ArChitECturE proFEssionALs

ForreSTer.CoM

Key takeawaysCCM Products reach For Broader Communications GoalsCCM products help enterprises make printed output a second or third option after digital. they ensure that language is more consistent and compliant with company policy and make output from core systems part of the customer experience.

Mainstream CCM refocuses Toward Customer experience PlatformsMainstream CCM providers like GMC software, opentext, and thunderhead have repositioned their products to focus on communication hubs that support broader customer communication.

GMC Software, HP, And openText Lead The PackForrester’s research uncovered a market in which GMC software, hp, and opentext lead. thunderhead, Cincom systems, pitney Bowes, EMC, Doxee, isis papyrus, Lexmark international, newgen software, and inventive Designers offer competitive options. Xpertdoc technologies and nintex lag behind.

Why read this reportForrester frequently receives inquiries on customer communications management (CCM) from enterprise architecture (EA) professionals looking for direction on how to update their technologies for new business demands and usage patterns, including the need for unified and consistent content across multiple communication channels. to assist them, we evaluated 14 CCM vendors across 22 criteria. CCM platforms will continue to enhance customer experience (CX), evolve toward broader communication needs, and more tightly integrate with other business applications.

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© 2016 Forrester research, inc. opinions reflect judgment at the time and are subject to change. Forrester®, technographics®, Forrester Wave, roleView, techradar, and total Economic impact are trademarks of Forrester research, inc. All other trademarks are the property of their respective companies. unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378

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table of Contents

Why Customer Communications Management Matters

CCM providers Evolve to A stronger Customer Experience Linkage

technical Environments Are still A hodgepodge

The CCM Market Extends Beyond The 14 Evaluated Vendors

niche providers Focus on specific use Cases And industry solutions

CCM Evaluation Overview

Evaluated Vendors And inclusion Criteria

Vendor Profiles

Leaders With Well-Balanced Capabilities Drive the Market

strong performers offer Extensive Capabilities With A Bit More Focus

Contenders offer price And service Alternatives

Supplemental Material

notes & resources

Forrester conducted vendor evaluations in March and April 2016 with all 14 participating vendors and surveyed dozens of customer references. Vendors include Cincom systems, Doxee, EMC, GMC software, hp, inventive Designers, isis papyrus, Lexmark international, newgen software, nintex, opentext, pitney Bowes, thunderhead, and Xpertdoc technologies.

related research Documents

Brief: ten trends Will reshape Customer Communications Management

Correspondence Management — A reclamation project For Many But A superfund site For Most

the Forrester Wave™: Document output For Customer Communications Management, Q1 2014

For EntErprisE ArChitECturE proFEssionALs

The Forrester Wave™: Customer Communications Management, Q2 2016The 14 Providers That Matter Most And How They Stack Up

by Craig Le Clairwith Alex Cullen, shaun McGovern, and Diane Lynch

June 15, 2016

http://www.forrester.com/go?objectid=RES120116






http://www.forrester.com/go?objectid=BIO1226

http://www.forrester.com/go?objectid=BIO1761

For EntErprisE ArchitEcturE proFEssionAls

The Forrester Wave™: Customer Communications Management, Q2 2016June 15, 2016

© 2016 Forrester research, inc. unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378

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The 14 Providers That Matter Most And How They Stack Up

Why Customer Communications Management Matters

Customer communications management software supports business requirements involving letterheads, invoices, correspondence, and marketing materials as well as structured output such as policies, statements, and welcome kits.1 CCM doesn’t get a lot of attention as a software market; it developed thirty years ago to help enterprises drive high-speed transaction printing. CCM is still strongly associated with the print channel, but ironically, it now helps enterprises move away from printing through emerging mobile, analytics, or customer experience technology.

Enterprise architecture professionals looking to help line-of-business (LoB) owners improve the customer experience now realize the potential of CCM. simultaneously, the CCM vendor landscape is evolving to meet broader communications goals. here are the most significant findings that define the 2016 CCM provider landscape.

CCM Providers evolve To A Stronger Customer experience Linkage

For years, CCM has related to managing service communication, delivering correspondence and recurring statements from content stored in systems of record. today, the ability to link CCM to all points in the customer journey is gaining ground, with stronger mobile support and integration with marketing automation and digital experience delivery platforms.2 Marketing is now in the loop and strives to blend all communications to meet customer experience goals. Forrester sees:

› Stronger personalization and control for the interactive component. return on investment improves when a worker can retrieve a document, enter data, or make selections that personalize the output.3 Driven by this market opportunity, providers have improved user interaction with the document system by delivering thin-client interaction solutions that prompt the output creator and then, based on the responses, pull in the correct form, product information, marketing message, or compliance language.

› An emerging requirement of synchronizing input and output. the point of service now requires real-time document generation. Customers may engage via social media, a self-service portal, an sMs message, email, or the call center. the customer may need a signable set of documents, and to address this need, providers use e-form or web-form enhancements to collect data from customers and turn it into documents instantly.

› Products moving to a multichannel conversation platform. originally, few vendors had multichannel review and editing capabilities for the document designer or interactive user, but CCM capabilities have improved over the past few years. While page-centric starting points for design still dominate, vendors are slowly creating the abstraction required for true multichannel design and for output that allows customer conversations.




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› Increasing focus on statements that engage. Enterprises are seeing opportunities to provide better customer experiences via statements, documents, emails, or web pages that have links, support drilldowns, and include data summary and charting and embedded video objects. this approach motivates customers to engage with the content and accomplish simple tasks and encourages paper suppression.

Technical environments Are Still A Hodgepodge

CCM products typically have a programmer-oriented console to develop data models and integration points, a design area for less technical users for documents and templates, and a third environment scripting the internal worker’s interaction with the document system. products support these three needs with a mix of thin and thick clients. none of the solutions are as unified or intuitive as we would like to see. But vendors are on a path to:

› Make templates obsolete. Enterprises just have too many templates.4 they clone them for convenience, create output for new channels, or struggle to find previously built templates. As a result, enterprises must update, version, and track thousands of templates and individual fragments — a painful process. Dynamically built, intelligent documents reduce templates. they give users choices to construct documents in real time from objects in the repository.

› Address document assemblers who don’t come from a print background. new CCM users are less likely to evolve from skills with page layout tools designed to create print output. today, they’re more likely to have skills in web development or mobile apps and to understand containers versus pages. overall, however, the field is behind in addressing this transition.

› Improve business-side control. Most 2016 products have confusing separation between technology management-oriented document assemblers and business users. Most allow configuration or exposure of features based on an enterprise’s needs. however, none of the products have an extremely easy-to-use business-side graphical user interface (Gui) with the ability to create variables, write rules, and create new interactive experiences. over time, we expect LoB staff members to take on more design and update responsibility, but today, this is still tech management’s game.

the CCM Market Extends Beyond the 14 Evaluated Vendors

there are several important vendor options, some evaluated in previous Forrester Waves, that we are not evaluating now due to changing product or marketing strategy:

› Adobe has moved correspondence management to its marketing cloud. Adobe CCM capabilities remain part of Adobe Experience Manager (AEM) Forms and hence provide a unified platform to collect and build communication content. the vendor’s e-signature capability, Adobe sign, works well but is a separate product offering. Adobe has shifted from customer communications management as a standalone offering and so does not meet the inclusion criteria for this Forrester Wave.




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› Fidelity Information Services (FIS) is focusing on its new parents’ BPo business. Fis was purchased by sunGard, which has an extensive managed-service business in financial services that complements Fis’s payment-processing breadth. Fis now focuses on internal CCM applications as part of a business process outsourcing (Bpo) engagement.5

› oracle Documaker is retaining customers with insurance and compliance focus. oracle has been a strong player but has curtailed its investment in CCM, especially around interactive CCM.

Niche Providers Focus on Specific Use Cases And Industry Solutions

several viable alternative providers do not appear in our primary research as they have regional focus, are relatively new entrants, or have narrower approaches to customer communications. these include:

› european providers with a strong eMeA focus. Europe, the Middle East, and Africa (EMEA) continue to be fertile ground for CCM innovation. Vendors include Assentis technologies in switzerland for finance and telecommunications; Business Document (Bdoc) in France; icon systemhaus in Germany for banking; and intense technologies in india.

› established vendors taking new directions. interactive CCM specialist top Down systems, well known for its Client Letter platform, will debut intouch, a completely new cloud-based approach to CCM for sharing data, content, and processes across organizations. Ecrion, best known for the XML rendering and applying business intelligence to statement data; Elixir, with a strong focus on the Middle East; and GhostDraft, with roots in viewer technology, did not meet all inclusion criteria.

› Newer entrants choosing alternate CCM paths but lacking complete product offerings. Messagepoint by prinova provides a cloud-based business-user content management platform with connectors to GMC software, hp Exstream, and others. Crawford technologies continues to excel with partnerships in CCM and the enterprise content management (ECM) community to plug document automation gaps for CCM use cases.

CCM Evaluation overview

to assess the state of the customer communications market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top CCM vendors. After examining past research, user need assessments, and vendor and expert interviews, we developed a comprehensive set of evaluation criteria. We evaluated vendors against 22 criteria, which we grouped into three high-level buckets:

› Current offering. Forrester reviewed functionality across structured, interactive, and on-demand segments for authoring, post composition, output management support, production and content management, integration, and application development environment.

› Strategy. We reviewed the vendors’ planned enhancements across the output segments and examined partnership approaches, corporate strategy, target markets, and costs.




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› Market presence. We looked at installed base, revenue growth, services, number of employees, and technology partners. We estimated numbers when vendors declined to disclose actual figures.

evaluated Vendors And Inclusion Criteria

the CCM product landscape includes enterprise-level, full-corporate solutions that can potentially support the unique requirements of all three CCM segments: interactive, on-demand, and structured output. other vendors provide strong support for one or two of the three segments (see Figure 1). Forrester included 14 vendors in the assessment: Cincom systems, Doxee, EMC, GMC software, hp, inventive Designers, isis papyrus, Lexmark international, newgen software, nintex, opentext, pitney Bowes, thunderhead, and Xpertdoc technologies (see Figure 2).

For inclusion in this evaluation, enterprise CCM software solution vendors must:

› Have CCM software commercially available for on-premises or cloud deployment. the CCM product must include an authoring/design tool, a composition engine, a workflow/rule engine, and capabilities for multichannel output. the vendor must actively market and promote the software to support all three document output segments. interactive, on-demand, and structured segments each have unique requirements.

› Support and target structured and interactive document use cases. participants must support use cases across all three categories of CCM, i.e., interactive, on-demand, and structured. We have not included web-to-print, personalized media, and campaign management offerings.

› Market actively in at least two major regions. primary CCM regions are north America, EMEA, Asia pacific, and Latin America. Each vendor must have existing clients in at least two regions and either a direct sales presence or partners that are actively distributing and implementing its solution.

› Meet the minimum revenue requirements. CCM vendors must have $5 million in total software revenue derived from CCM or, for software-as-a-service (saas) providers, $2 million in annual subscription revenue. total CCM software revenue includes the revenue generated by sales of CCM software and/or saas and software maintenance and support services.

› Have significant market share or be innovators developing new CCM capabilities. We asked each vendor to supply five references, representing a diversity of industries, company size, and geographies, that have had its CCM software in production for at least a year.

› Generate strong customer interest. through Forrester inquiries, consulting engagements, media requests, and ongoing conversations with players in the market, we developed an understanding of the demand for the vendors and solutions included in this evaluation.




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FIGUre 1 CCM supports three segments: structured, on-Demand, And interactive

STRU

CTURED

ON-DEMAND

INTERACTIVE

Retirement/bene�tbooks

Negotiateddocuments (margin orderivative contracts)

Welcome kits

Businesscorrespondence

Online statementgeneration

Telephone bills

Offset and digitalprint runs for

marketing materials

Financialstatements

Online quotes

Interactive statementsMobile ID cards

Web-to-print

Account notices

Order con�rmations

Point-of-servicecustomer documents

Technical authoring

Financial printing

Travel itineraries

On-demandcorrespondence

Groupinsurance policies

Mobile print

E-publishing

Mul

tifun

ctio

n

prin

ter o

utpu

tE-deliverySocial media

Product catalogs




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FIGUre 2 Evaluated Vendors: Vendor information And selection Criteria

Vendor

Cincom Systems

Doxee

EMC

GMC Software

HP

Inventive Designers

Isis Papyrus

Lexmark International

Newgen Software

Nintex

OpenText

Pitney Bowes

Thunderhead

Xpertdoc Technologies

Product

Cincom Eloquence 3.3

Doxee Enterprise Communication Platform

EMC Document Sciences xPression Enterprise Edition 4.5

GMC Inspire R10.3

HP Exstream 9.5

Scriptura Engage 8.0

Papyrus Platform for Business Communication And Process 7.1

Kofax Customer Communications Manager 5.0

OmniOMS 7.0

Nintex Drawloop Document Generation 10.0

OpenText StreamServe 5.6.2 and PowerDocs 4.8

EngageOne Communication Suite 4

Thunderhead Smart Communications

Xpertdoc Customer Communications Management




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FIGUre 2 Evaluated Vendors: Vendor information And selection Criteria (Cont.)

Vendor inclusion criteria

For inclusion in this evaluation, enterprise CCM software solution vendors must:

Have CCM software commercially available for on-premises or cloud deployment. The CCM product must include an authoring/design tool, a composition engine, a workflow/rule engine, and capabilities for multichannel output. The vendor must actively market and promote the software to support all three document output segments. Interactive, on-demand, and structured segments each have unique requirements.

Support and target structured and interactive document use cases. Participants must support use cases across all three categories of CCM, i.e., interactive, on-demand, and structured. We have not included web-to-print, personalized media, and campaign management offerings.

Market actively in at least two major regions. Primary CCM regions are North America, EMEA, Asia Pacific, and Latin America. Each vendor must have existing clients in at least two regions and either a direct sales presence or partners that are actively distributing and implementing its solution.

Meet the minimum revenue requirements. CCM vendors must have $5 million in total software revenue derived from CCM or, for software-as-a-service (SaaS) providers, $2 million in annual subscription revenue. Total CCM software revenue includes the revenue generated by sales of CCM software and/or SaaS and software maintenance and support services.

Have significant market share or be innovators developing new CCM capabilities. We asked each vendor to supply five references, representing a diversity of industries, company size, and geographies, that have had its CCM software in production for at least a year.

Generate strong customer interest. Through Forrester inquiries, consulting engagements, media requests, and ongoing conversations with players in the market, we developed an understanding of the demand for the vendors and solutions included in this evaluation.

Vendor profiles

While the Forrester Wave graphic may seem to indicate little differentiation among the leading vendors, in reality, that’s not the case. the offerings are quite diverse, and each has its own unique set of strengths and weaknesses. For example, traditional structured output providers offer proven support for high-volume batch production and are in a strong position to meet the largest enterprise demands for structured applications, e.g., utilities, telecom, and brokerage statements, that require complex pre- and post-processing.

Forrester intends this evaluation of the customer communications management market to be a starting point only. We encourage clients to view detailed product evaluations and adapt criteria weightings to fit their individual needs through the Forrester Wave Excel-based vendor comparison tool (see Figure 3). Because many clients have made existing investments in part of CCM and because of the noted differences in different segments of the CCM market, Forrester blended criteria across three use case




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segments: 1) interactive output; 2) on-demand output, and 3) structured output. Enterprises should use the custom Wave features of our model to emphasize the use case area of interest when the goal may not be complete enterprise coverage.

FIGUre 3 Forrester Wave™: Customer Communications Management, Q2 ’16

Challengers Contenders LeadersStrong

Performers

StrategyWeak Strong

Currentoffering

Weak

Strong

Go to Forrester.com to

download the Forrester

Wave tool for more

detailed product

evaluations, feature

comparisons, and

customizable rankings.Xpertdoc Technologies

Inventive Designers

EMCNewgen Software

Pitney BowesDoxee

Isis PapyrusThunderhead

Cincom SystemsHP

OpenText

GMCSoftware

Nintex

LexmarkInternational

Market presence




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FIGUre 3 Forrester Wave™: Customer Communications Management, Q2 ’16 (Cont.)

CURRENT OFFERING Document input, design,

and creationImplementation anduse case diversityWorkflow, automation,and reportingBusiness, collaboration,and channel support

STRATEGY CCM product strategy

Extent of resourcesavailable to CCMIndustry and global reach

MARKET PRESENCE Product

Revenue

HP

3.493.75

3.45

4.00

2.90

4.103.005.00

5.00

5.005.005.00

Forr

este

r’sW

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50%30%

20%

20%

30%

50%45%20%

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Inve

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2.673.25

1.80

2.60

2.70

2.803.002.00

3.00

1.502.001.00

Isis

Pap

yrus

3.043.75

2.75

3.20

2.40

2.853.004.00

2.00

3.003.003.00

Lexm

ark

Inte

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iona

l

2.442.75

2.15

2.60

2.20

3.454.003.00

3.00

2.503.002.00

Cin

com

Sys

tem

s

3.354.00

2.75

2.60

3.60

3.454.003.00

3.00

1.501.002.00

Dox

ee

2.833.00

2.00

3.60

2.70

3.104.003.00

2.00

1.001.001.00

EM

C

2.742.75

3.00

3.40

2.10

3.353.003.00

4.00

2.503.002.00

GM

C S

oftw

are

3.694.00

3.20

3.40

3.90

4.204.005.00

4.00

4.004.004.00

New

gen

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2.743.00

2.45

3.00

2.50

2.752.004.00

3.00

1.501.002.00

Nin

tex

1.851.50

1.65

2.20

2.10

2.453.002.00

2.00

2.504.001.00

Op

enTe

xt

3.513.75

3.00

3.20

3.80

3.804.003.00

4.00

3.504.003.00

Pitn

ey B

owes

2.813.00

2.95

3.00

2.40

3.353.003.00

4.00

3.503.004.00

Thun

der

head

3.243.25

2.75

3.00

3.70

3.804.003.00

4.00

2.502.003.00

Xp

ertd

oc T

echn

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ies

2.662.75

3.30

2.40

2.30

2.453.002.00

2.00

1.502.001.00

All scores are based on a scale of 0 (weak) to 5 (strong).

Leaders With Well-Balanced Capabilities Drive The Market

our Leaders are particularly well balanced across all use case areas, have strong market presence, and have excellent strategies to meet emerging CCM needs.

› GMC Software continues strong CCM growth. GMC software had more than 130 clients at its 2015 user conference after drawing only 35 two years before. its focus has been in financial services, where a significant number of legacy systems are not likely to get upgrades. GMC scored well across all categories, with strengths in data integration, mobile, and interactive support. Customer journey mapping that links CCM to higher-level process transformation shows promise but is early in maturity.

the core authoring environment showed improved usability over previous evaluations, with a simpler approach to rule configuration through “blocks” that reduce the number of configuration points. the platform evaluated in 2014, r9, was ahead of the market for mobile support; for




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example, it had a mobile software development kit (sDK) and real-time previews but largely left mobile user interface (ui) design to the customer. the current release, r10.3, provides out-of-the-box ui design support. GMC is in the middle of the pack in terms of cloud deployments. it needs more experience selling large-scale systems directly to enterprises, less dependence on payment service providers in general, and more emphasis on strategic partners, i.e., global systems integrators and insurance suite providers. GMC invested heavily in mobile at the right time but now must ramp investment for the emerging CCM saas market.

› HP increases focus on the CCM market and continues steady product improvement. A complete CX management platform that included hp Aurasma, hp Explore, hp MediaBin, hp optimost, hp Qfiniti, and hp teamsite was emerging in hp, but it will sell these to opentext; they will become part of its customer experience management portfolio. hp Exstream, hp Liquidoffice, and hp teleForm will remain as part of the hp software group. Exstream will continue to integrate with the products sold to opentext and with other third-party components like sparkpost Elite, a transactional email and e-delivery provider, with a revamped integration framework to open a broader partnership community.

product enhancements since 2014 have been steady although not transformative. Empower has a more complete web-based interactive component, with improved support for preview and editing in multiple channels. saas capability has matured after the initial foray with hp relate that provided a minimum viable product for the salesforce ecosystem. the current cloud approach will put batch and operational production in the cloud and provide design components on-premises. hp is banking that customers will be happy to be relieved of back-end responsibilities but will want to keep design and composition close to the vest, an approach that is unique in the CCM field.

› openText brings the enterprise communication hub to the forefront. hub approaches that manage all communications in a single suite are popular this year. Communications Center is the new opentext CCM product family name; it includes Communications Center CrM (formerly powerDocs) and Communications Center Enterprise (formerly streamserve). Experience suite is the hub and, if purchased, would include Communications Center Enterprise (CCE) with CCM components, web content management (WCM) in the legacy Vignette system, and digital asset management (DAM). opentext has acquired and will integrate the former hp products Explore MediaBin, optimost, Qfiniti, and teamsite. this is the strongest arsenal of WCM, DAM, and CCM in the market. strong enterprise partnerships, particularly with oracle and sAp, continue. opentext has an evolving set of preconfigured solutions for contracts, human resource (hr) onboarding, wealth management, technical documentation, and campaign fulfilment. Energy, utility, and supply-chain segments will remain the core markets, but expect a growing presence in financial services.

since the 2014 Forrester Wave evaluation, opentext has integrated CCM with enterprise information management pillars that include ECM, business process management (BpM), customer experience management (CEM), media management, and even EasyLink for outbound faxes.6 the reviewed version also has full integration with the process server, allowing stronger workflow. the




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2014 opentext CCM had only a thin client for the user interaction component. release 16 adds a thin client for design targeted at business users, but enterprises will still depend on the desktop storyteller for heavier design tasks. powerDocs is a good conversation starter for the cloud, though some features are lacking compared with nintex, including powerpoint formatting and direct tagging of salesforce data. however, when combined with streamserve’s batch capability, it can generate higher volume output than native-born salesforce CCM competitors. overall, opentext’s strategy is on target, but it has one of the more complex road maps in the field.

Strong Performers offer extensive Capabilities With A Bit More Focus

our strong performers offer great alternatives with more depth in focused areas such as integration with sharepoint, interactive use cases, or integration with packaged applications.

› Thunderhead Smart Communications maintains the strongest cloud strategy. smart Communications’ new cloud platform is thunderhead’s go-forward offering, and on-premises release 6.1 is the “functionally stable” release of thunderhead now, meaning that the vendor will not be adding new features. some 300 customers will move to smart Communications, which has hybrid cloud options. Around 40 customers, such as Deutsche Bank, have already upgraded, and more than 100 new customers, including pnC Bank, have gone directly to the cloud platform. Always strong for interactive elements, smart Communications has a contemporary and fresh feel, with real-time preview and editing. Compared with the rest of the vendor field, its design capability is nearly fully featured in a thin client. Collaboration similar to that of Google Docs is an advanced feature and direction.

partnerships have always been a staple for thunderhead growth, and the vendor now boasts 49 Guidewire software customers. thunderhead’s onE Engagement hub, the customer engagement solution and separate division, uses omnichannel customer insights to deliver customer journey analytics, decisioning, and personalization. this was a more transformative play and formerly the lead offering, with CCM taking a back seat. the approach may have temporarily stalled CCM momentum, which thunderhead has reinstituted with the cloud direction and corporate reorganization.

› Cincom Systems has a strong MS Word solution for midsize companies. originating in the database and manufacturing world, Cincom systems offered the CCM market’s first interactive web front end. today, Cincom targets the front office for insurance, state government, financial services, and even travel companies, including Carnival Cruise Line. Cincom directly services 90 midrange and loyal customers (80% of its customer base), with an expanding range of partnerships servicing the rest.

Cincom’s CCM architecture uses Microsoft Word, including WordML (Microsoft’s published, open XML schema) and other open standards, such as Apache tomcat, J2EE, and JBoss. it’s an intuitive product, helped by a third-party human-factors think tank, with a full-featured ui for the interactive component, i.e., for user selecting and editing documents. slow to the cloud, this vendor should accelerate thin-client support for office 365 to keep pace with Lexmark international, Xpertdoc




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technologies, and other Ms word-based template-development environments. Enterprises wanting a Microsoft Word-based design approach and that also need scale for document output should take a look.

› Pitney Bowes takes video to CCM use cases. pitney Bowes’ Craftsmen of Commerce campaign sets the tone for a significant company transformation that strives to stabilize the declining print and mail business by growing software revenue. to that end, pitney Bowes has maintained and enhanced a large installed CCM customer base for structured-output customers. overall, the product demonstrates strong improvement since our 2014 Forrester Wave evaluation. pitney Bowes today boasts 55 interactive customers, and we expect that number to grow.

While this vendor is still committed to the desktop designer, in 2016, it introduced a revised thin-client interactive component with fewer clicks (no mouse), attachment support, and a “my favorite template” feature that solves previous template search issues. removing the app server requirement will help with on-premises and cloud deployments and with batch processing. predictive analytics, now rolled into the underlying spectrum technology platform, provides a strong foundation to meet customer experience goals. Video support though pitney Bowes’ interactive and personalized Engageone Video solution is best-in-class; it manages fragments in the CCM repository and allows customers to stop and ask or answer questions at any point, an attractive feature for “bill explainer” applications. htML support is improved but not yet fully responsive.

› eMC focuses on design flexibility, integration, and real-time editing. EMC remains committed to industry-standard design tools: Adobe inDesign for statement applications, Dreamweaver for generating rich emails and htML, and Ms Word for correspondence. Most customers settle on two design tools for output: inDesign and Word. xpression remains a great fit for enterprises familiar with those tool sets. the latest release addresses redundant formatting and rules configuration for the different design environments by adding global options.

Compared with other Ms Word offerings, EMC’s deep roots in CCM give it a strong integration set of Apis, batch and scale, and stronger data integration and visualization. A saas offering will be coming in 2017 as part of EMC Leap and will introduce a completely thin-client design environment, departing from the previously mentioned industry-standard authoring environments. Although it’s a strong product, EMC CCM lacks a dedicated sales force and a focus on research and development (r&D). it’s also a relatively small component in a broad portfolio.

› Doxee takes a managed-service approach to market. the Doxee Enterprise Communication platform is a suite of CCM/CX products and services available through direct sales in italy and as an Amazon Web services (AWs)-based, multitenant platform-as-a-service (paas) offering delivered by a developing global partner network, with Doxee managing the infrastructure. Founded in 2001, Doxee expanded internationally in 2014 and now supports 15 regions. Financial services; telecommunications; utilities; healthcare; and manufacturing operations for transactional statements, correspondence, and customer experience communications are Doxee’s focus areas.




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this offering will suit enterprises wanting to shift from on-premises point solutions to native cloud-oriented services. Fast time-to-market is a key driver for Doxee’s strong growth in the past 18 months. the product has a complex layout tool that is appropriate for complex transactional forms as well as interactive components suited to correspondence and statement applications, with more limited support for template management,.

› Isis Papyrus emphasizes a full application life-cycle platform and framework. isis papyrus, a private company, has accumulated 2,500 customers over 28 years. isis papyrus customers leverage papyrus primitives to “expose” different aspects of the product to support CrM, ECM, dynamic case management (DCM), and CCM functions. With this approach, CCM becomes embedded in broader solutions. rules are “natural language” with a common data model as a core repository. in addition, isis papyrus is top-of-class for integration of dynamic case management technology with document generation and capture and is a good solution for enrollment, onboarding, and other digitization projects.

recent wins at Barmer Gek, Bnp paribas, and Deutsche telekom keep isis papyrus at the center of the CCM radar screen, despite its growing focus on the broader case management market. isis papyrus is a good solution for customers when there is language complexity and the exact rendering of content is essential. traditionally, isis papyrus has offered great flexibility but lacked implementation ease; it’s been moving to “framework” solutions to reduce customers’ effort.

› Lexmark International adds e-signature and collaboration and ramps distribution. Lexmark international now touts a $700 million enterprise software portfolio within a $3.6 billion enterprise. part of the expanding software portfolio is the acquired netherlands-based Aia software, with a strong presence in the local Benelux and European markets. Aia software’s intelligent text processing (itp) platform links well to CrM systems to improve personalized communications. under Lexmark, market expansion has been steady. it has added 10 partnerships, enhanced its us brand presence, and exceeded its revenue goals.

new since the 2014 Forrester Wave evaluation are a web-based designer, an htML ui composer, and integration with perceptive workplace enterprise file sync and share (EFss) and with signDoc for e-signature. Lexmark has increased scale by adding batch capability from acquired pallas Athena. reference customers cited strong overall support, cost effectiveness, and responsiveness. Lexmark has been slow to the cloud and to office 365, a natural landing spot given the Ms Word design environment, and could use better-defined out-of-the-box dashboards that leverage the acquired business intelligence (Bi) tool, Altosoft. Lexmark international recently agreed to acquisition by an investment consortium led by Apex technology.7

› Newgen Software brings solution accelerators to the market. newgen software has a strong multilingual solution and is globally strong, with customers in india and the Middle East. Financial services and insurance are sweet spots for newgen CCM. For example, in its wealth management




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solution, advisors access data from seven or eight systems into a CCM design gallery that allows them to construct a client presentation. real-time document generation for self-service and point-of-service use cases is also a strength.

practical approaches have always been newgen’s style. For example, customers can access a link embedded in a pDF, already produced as part of legacy composition system, which converts the content to interactive htML for improved web and mobile access. newgen does not have the simplest ui or the latest interactive statement capability among our evaluated vendors but excels in combining needed elements from a broad ECM and BpM portfolio.

› Inventive Designers expands into the US market with its Scriptura engage solution. Most of inventive Designers’ 200-plus customers are in Europe, with only about 20 in the us, but it’s focusing on us expansion. Banking, finance, and insurance are the most important verticals; a direct approach involves no service providers. For Belfius Bank, the largest bank in Belgium and a 10-year customer, scriptura Engage is the enterprise strategic partner for moving to a digital bank. Getting rid of paper is a focus for helping customers. the solution uses a user persona-based approach to build optimum customer experience for 15 distinct roles, backed by use of cocreation methodology.

scriptura Engage ingests XML internally and is architecturally modern. Applications can connect via folders, queues, or web services for structured and on-demand communications. Many applications start with a responsive, web-form solution that uses the same designer and collects data from a customer or employee to build the content for the communication. scriptura Engage does not yet offer full cloud support, but certain components are already cloud-based. Also, the company is about to release a new web-based design environment, which would allow a cloud-based design function with production maintained on-premises. Full cloud support is on the road map. overall, scriptura Engage is a good shortlist candidate for point-of-service communications and general correspondence.

Contenders offer Price And Service Alternatives

Contenders include two companies that will be a good fit for enterprises looking to solve specific CCM problems, either through a sharepoint-oriented interactive app or by using offshore assets to drive process transformation.

› Xpertdoc Technologies offers a practical solution and has added high-end publishing. short implementation times, leverage of Ms office, recently patented migration automation, and attractive price points and lower total cost of ownership remain staples of Xpertdoc technologies. the solution is office 365-ready for most on-premises capabilities, with document collaboration using Ms EFss. the vendor offers on-premises and cloud deployment and has added smartForms for data collection for interactive or point-of-service document generation.

Xpertdoc is a very configurable solution for Microsoft-oriented users, particularly for those moving to office 365. While the vendor is extremely strong in insurance, recent high-profile wins for research publishing may open up additional markets. Along with Cincom systems, EMC, and




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Lexmark international, Xpertdoc is a definite shortlist candidate for Ms Word-oriented front-office, letter-generation use cases. Compared with likely competitors, its batch capability and scale may remain issues for high-volume use cases.

› Nintex is first to the sales cloud for data-driven document generation. Drawloop, which nintex recently acquired, is 100% saas and has 1,500 salesforce customers. Drawloop addressed a gap in the salesforce sales cloud for document generation for contracts, quotes, proposals, legal correspondence, field-service work orders, and other document types such as account plan summaries. Drawloop features great integration with salesforce for creating and administrating document packages, which includes business rules to define how documents are packaged. it creates templates for Word, Excel, and powerpoint. overall, the product does a small set of things extremely well but lacks breadth; it elegantly tags data directly from the salesforce directory and relies completely on the Microsoft office suite to design templates.

For more-general CCM applications, nintex should build features for visualizing data assets, constructing and controlling templates, batch, and operational capability. it also should expand beyond salesforce to other cloud platforms, maintaining the same level of administrative and data integration advantages. it comes as no surprise that integration with nintex’s workflow platform and the office 365 environment are prime road map targets. As more enterprises rely on systems of record in cloud platforms, nintex plans to grow this business.

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supplemental Material

online resource

the online version of Figure 3 is an Excel-based vendor comparison tool that provides detailed product evaluations and customizable rankings.

Data Sources Used In This Forrester Wave

Forrester used a combination of data sources to assess the strengths and weaknesses of each solution:

› Vendor surveys. Forrester surveyed vendors on their capabilities as they relate to the evaluation criteria. once we analyzed the completed vendor surveys, we conducted vendor calls where necessary to gather details of vendor qualifications.

› Product demos. We asked vendors to conduct demonstrations of their products’ functionality. We used findings from these product demos to validate details of each vendor’s product capabilities.

› Customer reference calls. to validate product and vendor qualifications, Forrester also conducted reference calls with several of each vendor’s current customers.

The Forrester Wave Methodology

We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate vendors that have limited customer references and products that don’t fit the scope of our evaluation.

After examining past research, user need assessments, and vendor and expert interviews, we develop the initial evaluation criteria. to evaluate the vendors and their products against our set of criteria, we gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. We send evaluations to the vendors for their review, and we adjust the evaluations to provide the most accurate view of vendor offerings and strategies.

We set default weightings to reflect our analysis of the needs of large user companies — and/or other scenarios as outlined in the Forrester Wave evaluation — and then score the vendors based on a clearly defined scale. We intend these default weightings to serve only as a starting point and encourage readers to adapt the weightings to fit their individual needs through the Excel-based tool. the final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. Forrester intends to update vendor evaluations regularly as product capabilities and vendor strategies evolve. For more information on the methodology that every Forrester Wave follows, go to http://www.forrester.com/marketing/policies/forrester-wave-methodology.html.




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Integrity Policy

We conduct all our research, including Forrester Wave evaluations, in accordance with our integrity policy. For more information, go to http://www.forrester.com/marketing/policies/integrity-policy.html.

Endnotes1 For a full explanation of structured, interactive, and on-demand CCM capabilities, see the “the Forrester Wave™:

Document output For Customer Communications Management, Q1 2014” Forrester report.

2 Examples of CEM vendors include ContactEngine, Medallia, netcall, talkingtech, and Voicescape.

3 By evaluating the roi of correspondence management, organizations can prove a return within a year by optimizing content production, consolidating vendors and systems, and reducing paper usage. this helps enterprises realize that investing in CCM makes sense despite poor economic conditions. see the “Developing the Value side of the DoCCM Business Case” Forrester report.

4 today, different departments in many enterprises manage templates and fragments, store them in different environments, and use an average of six separate point solutions to manage them. interactive CCM products reviewed in this evaluation will make template management easier. All solutions, for example, support form fragments that users can assemble into document templates.

5 source: “Fis Completes Acquisition of sunGard,” Fis press release, november 30, 2015 (https://www.fisglobal.com/About-us/Media-room/news-releases/2015/Fis-Completes-Acquisition-of-sunGard).

6 Forrester evaluated 11 vendors of document output for customer communications management (DoCCM) across 26 criteria, finding strong differences in document design and composition, business empowerment, use cases, implementation, workflow, and reporting. see the “the Forrester Wave™: Document output For Customer Communications Management, Q1 2014” Forrester report.

7 source: “Lexmark agrees to be acquired by Apex technology and pAG Asia Capital,” Lexmark press release, April 19, 2016 (http://newsroom.lexmark.com/2016-04-19-Lexmark-agrees-to-be-acquired-by-Apex-technology-and-pAG-Asia-Capital).







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