Customer Communication Management in the Cloud

Perspectives in financial services

Published February 2017

Celent has undertaken extensive research into document automation and customer communication management in financial services, and have observed a growing interest in cloud models such as software as a service (SaaS) and hybrid cloud.

This report provides the results and analysis of a survey conducted in 2016 concerning customer communication management: it's current role, the adoption of cloud models and drivers, expected benefits and vendors’ requirements, and finally recommendations for financial services firms and vendors active in this space.

As we move into 2017, Smart Communications sees financial sector enterprises moving away from legacy on-premises solutions. This report further confirms this trend: financial sector services enterprises see cloud in their CCM future and the hybrid-cloud model will act as a bridge in the near term to solutions that are fully cloud-based.

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