Topdown in 2017 Gartner CCM Magic Quadrant
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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About John Zimmerer
John Zimmerer is the senior director of marketing at Topdown, where he leads market research and outreach efforts for the company's customer communications and customer experience products. Most recently, John has been researching and writing about the future direction of the technologies that power customer experience, and is regarded as a thought leader in this area. John has nearly 20 years of software product marketing experience. His areas of expertise include market research, analyst relations, public relations and digital marketing.