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Topdown in 2017 Gartner CCM Magic Quadrant Blog Feature
John Zimmerer

By: John Zimmerer on February 1st, 2017

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Topdown in 2017 Gartner CCM Magic Quadrant

Customer Experience | Customer Communications

The Gartner Magic Quadrant for Customer Communications Management Software just came out, and we’re extremely pleased to have been included in the “Other Vendors to Consider” section this year. Though we do not meet all of the criteria for inclusion on the Magic Quadrant itself (for example, we currently serve the US and Canada), the Gartner analysts found us worthy of recognition as a possible best choice for some customers. We are honored to be among just ten mentioned in this section of the report.


In the Gartner Magic Quadrant for Customer Communications Management Software report, analyts Karen Shegda and Pete Basiliere do a good job of defining what Customer Communications Management (CCM) is and explaining its core elements and supplementary features. They list the four core elements: a design tool, a composition engine, a workflow or rule engine, and multichannel output management. Those are expected. But they focus in on emerging new technologies and innovations that set some CCM tools apart from others:

  • Customer engagement features (social and mobility)
  • Personalization and contextualization capabilities
  • Customer behavioral analytics and search capabilities to improve customer experience
  • Dynamic design and document composition using contextual data
  • Integration with other digital experience technologies

One reason why Topdown was mentioned as a vendor to consider is because we’re addressing all of these features (and more) with our new CCM software INTOUCH®. In fact, when it comes to interactive communications – dynamically created, highly personalized customer correspondence – we win compared to both GMC and OpenText, the two industry leaders as rated in this year’s CCM Magic Quadrant. For example, when the State of New York Comptroller’s Office of Unclaimed Funds evaluated CCM solutions, we won against both HP Exstream (now OpenText Exstream) and GMC Inspire, displacing the EMC solution xPression (also acquired by OpenText).

In other words, Topdown’s CCM solutions offer the same or better completeness of vision and ability to execute as the top-ranked products on the market. Give us a look before paying more than you need to for a top-of-the-line, forward-thinking CCM platform.

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