Leadership Investigate

The Forrester Wave: Document Output for Customer Communications Management, Q2 2009

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Executive Summary

In Forrester's 95-criteria evaluation of Document Output for Customer Communications Management (DOCCM) vendors, the authors found no overall Leader across all segments; however, numerous Strong Performers and Contenders bring their own strengths to the structured, interactive, and on-demand segments of customer communications. Within these segments, HP and Pitney Bowes Business Insight are Leaders in structured output, Thunderhead achieves Leader status in interactive, and EMC Document Sciences emerges as a Leader in the on-demand segment. During the next five years, powerful, transformational DOCCM platforms will evolve built on advanced authoring, workflow, business rules, integration with enterprise marketing platforms, and Service Oriented-Architecture (SOA). The authors expect then to see true enterprise solutions that can manage requirements across all DOCCM segments.

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