SlideShare ist ein Scribd-Unternehmen logo
1 von 9
Downloaden Sie, um offline zu lesen
•	 Cognizant 20-20 Insights

Creating a Scalable and Extensible
On-Demand Customer Communications
Management Platform
To convert the promise of CCM into more flexible customer
communications and revenue growth, organizations need to
recalibrate their thinking and capabilities; here’s how.
Executive Summary
To deliver an integrated and personalized
customer experience that is cost-effective and
secure, many organizations are gravitating
toward a model known as on-demand customer
communications management (CCM).
Apart from facilitating flexible and scalable
customized communication and cross-channel
delivery, on-demand CCM supports a nonlinear
and dynamic growth model for organizations
looking to rationalize cluttered application platforms (across LOBs) and to reduce time-to-market.
As the number of customer touch points has
increased, on-premises infrastructure has been
unable to cope with demand variability. Cloud
technology enables organizations to deliver an
integrated customer experience through a virtual
on-demand CCM infrastructure that can accommodate spikes in CCM transactions.

cognizant 20-20 insights | november 2013

For a successful transition, organizations have
responded by reassessing their traditional CCM
processes and enterprise content platforms to
rationalize delivery of customer communications.
Taking this approach allows for a phased reengineering to on-demand infrastructure and provides greater sourcing flexibility to organizations
that want to optimize the CCM sourcing mix and
to convert on-premises infrastructural expenditure from Cap-Ex to on-demand Op-Ex budgets.
However, like any new technology, this type of
transition should be preceded by the development
of a systemic transition roadmap and informed
technological choices.
This white paper presents our views on CCM on
demand and explores the capabilities organizations need to make a successful transition to its
delivery. Moreover, this paper presents a new
operating model for delivering CCM services via
an on-demand platform and highlights our proprietary CCM on-demand framework.
Apart from
meeting spikes in
demand through
infrastructural
scalability,
on-demand
application services
allow organizations
to reduce Cap-Ex
investments related
to on-premises
infrastructure since
individual software
setup is no longer
required.

CCM: A Definitional
View

holders to access applications services via a Web
interface.

CCM is defined as a refined
derivative technology of
enterprise content management that facilitates
targeted, personalized and
cross-channel communications creation and delivery to customers in batch,
on-demand and interactive
modalities.

Cloud technology enables
organizations to place their
applications, infrastructure
services and platform services in remotely hosted
on-demand
infrastructure
(hardware and software)
and, in turn, allows various organizational stake-

Apart from meeting spikes in demand through
infrastructural scalability, on-demand application
services allow organizations to reduce Cap-Ex
investments related to on-premises infrastructure since individual software setup is no longer
required.
CCM applications facilitate consistent branding
by central template management functionality
through which vital legal communication terms
and brand elements such as template visuals
(brand logos, images, etc.) and content (headers,
footers, personalized fields and office addresses,
etc.) are enforced centrally.
Apart from the need for consistent branding,
various drivers behind cloud CCM adoption are as
follows:

CCM Framework
Backend Applications
Core &
Noncore Systems

Servicing

HTML
Output

eForm

Physical
Mail/
Forms

Communication
Platform

BPM/
Workflow

E-mail

Fax

Mobile
Devices

Scanned
Documents

Data
Data
Acquisition Acquisition
Campaign
Management

Modeling/
Simulation
Tracking and
Performance
Metrics

Business Activity Monitoring

Content/
Request
Specific
Processing

Security/Audit trails

Customer

Industry-Specific Apps

Legacy Systems

Online/
eForms

Document Generation
Post
Processing

Request
Tracking

BPM/Collaboration

E-mail

Fax

SMS/
Mobile
Template Repository
(Business Environment)

Figure 1

cognizant 20-20 insights

Customer

Archival

Collaboration

Inbound
Communication
(Capture)

Mail

2

Outbound
(Multichannel
Delivery)

• Structured
/Batch
Output
• Interactive
Output
• OnDemand
Output
CCM Process
Data Acquisition
(From Back-end
Systems/Inbound)

Communication/
Document
Composition
(In Template)

Data
Transformation
(Parsing/Clean-up)

Communication
Dissemination
(Multichannel)

Figure 2

•	 Consolidation

•	Developments

•	 Strong

•	

of disparate applications/multiple platforms to leverage economies of scale.
internal demand for an on-demand

model.

•	

Faster time-to-market.

•	

Increasing engagement of systems integrators
as on-demand customization partners.

•	

Distributed and flexible CCM sourcing.

in customer communications

technology.

Need for scalable communications platforms
for tactical campaigns.

Understanding the CCM Platform

•	 Rapid evolution of customer touch points and

Effective customer communication is a critical
strategic element. One of the key elements to
operationalize this strategy is to have a cohesive
customer experience management strategy –
rather than merely depending on an application
platform. While this is true, CCM’s techno-functional
schematic is depicted in Figure 1, previous page.

•	 Reduction in TCO.

Elementally, CCM is a four-stage process as
depicted in Figure 2.

expectations.

•	

On-demand scalability for season-specific
marketing campaigns.

•	

Obsolescence of existing communications
platforms.

After dissemination, generated communication is
archived for retention and/or tracking purposes.
Such communication dissemination, however, happens in three modalities, as depicted in Figure 3.

Modalities of CCM Output

Batch

Interactive

• High-volume document generation (in a batch)
such as annuity statements.

• User-customized data in preset templates
such as policy holder welcome kits.
• Typically part of workflow.

OnDemand

• Output triggered by system/human-led events
such as online premium quote.

Figure 3

cognizant 20-20 insights

3
CCM On Demand: Value Proposition

•	

The traditional model is fraught with some
disadvantages, namely:

Reduced speed-to-market: Due to a distributed communications landscape, organizations are not able to respond to rapid
changes in customer/regulatory demand in a
timely fashion. Despite a sound CCM-enabled
infrastructure, and as a result of unique LOB
requirements, organizations face challenges
to deliver personalized, platform-specific
experience to customers. In the absence of a
CCM platform, changes in a typical communications template would require significant lead
time and effort for enterprise-wide replication.

•	

Due to its inherently ever-changing nature, CCM
is the key technological domain appropriate for
on-demand technology due to the variance in
communications requirements by companies
across industry, which can be addressed by a
more scalable infrastructure. The value proposition can be assessed by comparing how a typical
batch CCM process is addressed with a traditional
on-premises solution and the way it is accommodated via the on-demand model (see Figure 4).

Disparate and LOB-specific models of customer experience: The traditional model
encourages disjointed CCM deployment, specific to each LOB. This propagates a disjointed,

CCM Model Comparison

On-Premises

External

Communication
Platform

Data
Generation

Data
Data
Acquisition Acquisition
eForms

Campaign
Management
Document Generation

Back End
Systems

Multichannel Communication
HTML Output

Post
Processing

eForm

Batch Based Mail Handling
Printing
Operations

Request
Tracking

Archival
BPM/
Collaboration

External Communication
Distributors

Mail

Templates

Printing
Vendors
E-mail

Shipping
Vendors

Based on
Geography

Based on
Geography

On-Premises Physical CCM Infrastructure
Multichannel Communication
CCM
Applications

Middleware

Database

Fax

Operating
System

Storage

SMS/Mobile

Figure 4

cognizant 20-20 insights

4

Customer
LOB-specific customer experience, which
dilutes the intended branding. Add to this platform obsolescence, and upgrading disparate
platforms is typically prohibitively expensive
in an on-premises model.1

•	

•	

•	

Lack of scalability: For batch communications specifically, the rigid traditional model
fails because existing on-premises infrastructure is limited in terms of transaction handling
capacity. For seasonal or/and tactical marketing campaigns subject to sudden demand
spikes, on-premises infrastructure cannot be
ramped up to meet the ad hoc requirements.

Higher total cost of ownership (TCO):
On-premises infrastructure involves significant Cap-Ex to meet demand spikes, requiring
organizations to acquire more physical/
software infrastructure. This results in higher
TCO compared with the on-demand CCM
model, where infrastructure costs are accrued
on a “per use” or “per transaction” basis.
Rigid sourcing models: Various product
lines/LOBs function as “sourcing silos” where
parts of processes are outsourced to different
vendors and optimized by different enterprise
content management (ECM)/CCM products.

On-Demand CCM Model

InterOn-Premises
active Interactive
(Archival)
Engine
(For Interactive
Communication)
Web Front
end

Data Acquisition

CMQ

Real Time
Engine
(For On
demand
Communication)

Generation

Campaign
Management

Batch
Processing
Back End
Systems
(Core/
Legacy)

External

On Demand Communication Platform

Process Improvement
(Central Template Mgmt)

Post
Processing

Request
Tracking

Archival (optional)

Generation

Data
Raw
Acquisition Data
(FTP)

On-Demand CCM
Infrastructure (Virtualized)

Multichannel Communication
HTML
Output

eForm

Email
Infra 1+ n
Infra 1+1

Log In

Fax
CCM
Applications

Templates

Middleware

Database

Operating
System
SMS/
Mobile

Storage

Automated
Infrastructure
Replication
(Based on Demand)

Figure 5

cognizant 20-20 insights

5

Printing/
Shipping
Vendor

Mail

Modified, User specific
templates, history

On Demand Virtualized
CCM Infrastructure

Batch
Mail
Printing Handling

Distributed Sourcing

OnPremises

Customer
Printing/
Shipping
Vendor
Based on
Geography,
Sourcing
Decision

Multichannel Communication
Besides incubating a disparate technological
silo, this asymmetrical model prevents economies of scale. Due to the rigidity of on-premises infrastructure, organizations are not readily able to switch suppliers (such as printing/
shipping vendors), due to vendor-lock in.

each LOB to have a rationalized and simpler
environment that can be rapidly developed
to offer a dynamic multichannel experience
at relatively faster speeds. Processes such
as template management are centralized and
lead to exponential reductions in turnaround
time (from weeks initially to days or hours).
Central template management eliminates
the need to make changes in templates on
multiple platforms.

An optimized on-demand CCM model confers the
following benefits:

•	

Application (multi-departmental) rationalization and leveraging economies of scale:
In contrast to the on-premises model where
organizations have limited scope to optimize
CCM services, the on-demand model enables
organizations to rationalize the disparate communications application silos in a unified function. As a consequence, multiple cost centers
are consolidated and the organization can
optimize its CCM operations through crossutilization of the on-demand virtual apparatus.

•	

Faster time-to-market: Due to a consolidated
on-demand setup and resultant cross-utilization of CCM infrastructure, it is easier for

•	

Usage drives cost, converting Cap-Ex
into Op-Ex: CCM on demand enables organizations to phase out a bulk of their physical
infrastructure. Therefore, organizations do
not incur significant Cap-Ex for a green field
infrastructure setup. Instead, they can utilize
on-demand-based virtualized infrastructure
on a pay-per-use business model, where usage
drives cost. In essence, on-demand CCM infrastructure utilization is based on an Op-Ex
rather than a costlier Cap-Ex model.

•	

On-demand scalability: Sudden spikes in
demand in an in-premises model may lead to

CCM On-Demand Considerations

Roadmap/Advisory
• Organizational readiness analysis.
• Scalability need analysis.
• Process, application, LOB qualifications.
• Business case/ROI.
• Vendor evaluation.
• Compliance analysis.
• Private vs. public cloud.
• Voice of customer, CTQ measures.

Costing
• Commercial model development –
for CCM vendors (shipping/printing).
• Cost per transaction, per “ramp up”
computation.
• Single tenancy vs. multi-tenancy –
base charges.
• “Lock in” costing by cloud vendors.
• 3-5 year projections of TCO in
premises vs. cloud.

On-Demand BAU
• Provider’s role restricted to
infrastructure provider.
• Security considerations associated
with cloud.
• 99.99% availability guarantee –
sufficiency analysis.
• Technology considerations: migration
strategy, integration and bandwidth.

Governance
• Content creator, distribution
partner sourcing management.
• Future interventions by government.
• Liabilities of cloud vendor –
restricted to hardware and
ensuring availability.

Figure 6

cognizant 20-20 insights

6
issues such as infrastructural unavailability.
On-demand vendors can provide extra bandwidth for handling operations such as sending
batch e-mail. Once the demand is normalized,
the on-demand infrastructure is scaled down
automatically. In this model, usage drives
cost as the consuming organization would be
billed for additional bandwidth consumed for
the said duration, before reverting back to the
old billing pattern. On-demand CCM provides
tremendous horizontal and vertical scalability.

•	

Horizontal scalability: Customer communication campaigns are limited by storage requirements in the traditional “in-premises” model.
In the on-demand CCM setup, storage infrastructure is configured to automatically replicate, thereby doubling the available storage
space, catering to spikes in storage requirements associated with customer campaigns.

•	

Vertical scalability: This implies scalable
processing capability. For short-term marketing campaigns, when transactions (especially
interactive and on-demand) increase exponentially, the on-demand CCM processing is
ramped up automatically. On-demand CCM

systems have set infrastructural limits. Once
that limit is “tripped,” on-demand infrastructure adds additional processing capacity to meet Organizations
the demand spike. Due to can, if they choose,
potentially unlimited proreengineer their
cessing power facilitating
parallel batch process- infrastructure
ing, it is easier to attain to a different
a 360-degree customer
on-demand
view than in a traditional
model. For batch-based vendor (globally)
communications genera- in a fraction of
tion, cloud infrastructure
the time/effort
can be configured to run
“batch
communication required for ingeneration service” with premises “physical”
a customized infrastructransition.
ture configuration for
several hours a day, thereby optimizing cloud
utilization. This enables a scalable utilization
of server capacity.

•	

Distributed sourcing: On-demand CCM
implies that clients can readily switch between
downstream printing/shipping vendors and
can, conversely, also change on-demand

CCM On-Demand Services
CCM On-Demand Operations Services
Governance

Risk Management

Compliance

CCM On-Demand Services Spectrum

Service Deployment Model

Cloud
Application
Services

CCM Platform
Services

Private
Cloud

Public
Cloud

Hybrid
Cloud

Community
Cloud

Cloud Monitoring
and Management
Platform

Infrastructure
as a Service

Cognizant
CCM Practice

CCM
Partners

Cloud 360
(Cognizant)

Amazon
AWS

• CCM application development
and management.
• Integration with 3rd-party systems.
• Flexible licensing & pricing.
• Sizing and architecture.
• Platform support.
• Cloud monitoring and management.
• Environment managed services.
• Support helpdesk.
• High physical and data security.
• High availability (up to 99.9%).
• Cost-effective infrastructure option.

CCM On-Demand Advisory Services
Cloud Strategy

Business Case

Cloud Vendor Evaluation

Figure 7

cognizant 20-20 insights

7

Enterprise Cloud Strategy
infrastructure vendors based on organizational/market dynamics. On-demand CCM
allows printing/shipping vendors to easily
integrate with Web-based access interfaces
to render downstream communications distribution. Organizations can, if they choose,
reengineer their infrastructure to a different on-demand vendor (globally) in a fraction
of the time/effort required for in-premises
“physical” transition. On-demand CCM ensures
that the CCM platform is reachable across
geographies, in compliance with local regulatory requirements, removing dependence
on regional print and shipping vendors.

•	

Balancing hierarchy and market-based
sourcing: Flexible on-demand sourcing has
enabled organizations to achieve the best of
transaction cost economies. In-premises CCM
implied that organizations were forced to treat
CCM infrastructure as indispensable “highspecificity” assets meant to reside within an
organizational hierarchy, thereby offering
reduced incentives to sub-optimize customer
communication processes.

The advent of on-demand CCM has caused a
paradigm shift, whereby infrastructure is rendered as a nonspecific asset which needs not
be on premises. Therefore, the CCM on demand
model commoditizes CCM infrastructure that can
be sourced from the market, enabling organizations to optimize cost, sourcing mix and eventually to sub-optimize through economies of scale.

In addition, government intervention in oncloud CCM is an evolving consideration. Prior to
transitioning to the cloud, organizations should
perform compliance analysis to ascertain
the potential regulatory impacts. For example,
HIPAA mandates audits of physical transaction
data (inclusive of communications) – which are
not viable in a cloud setup. Also, some governments insist that customer communications
and other customer-centric data remain within
national boundaries or within region-specific
cloud data centers.

Looking Ahead
CCM on demand promises a dynamic, nonlinear
model of growth for organizations looking to provide a cohesive customer experience. However,
the considerations listed above warrant an organizational assessment in order to develop a viable
CCM on demand strategy. Besides viable security
concerns, organizations need to assess the “compliance universe” and the impact that on-demand
CCM would have with respect to meeting regulatory requirements. CCM is a unique convergence
of analytics, consumer behavior, ECM, imaging
and CRM technologies. CCM’s evolution as a technology would continue to absorb emerging and
institutionalized technologies such as on-demand
to support an increasingly nonlinear model of
organizational customer communications.

Footnote
1

	 A Fortune 500 financial services organization had a disjointed customer communications landscape
where CCM operations were disparately delivered by over 30 applications spread on 25 different
platforms. This organization had to invest in a CCM application rationalization initiative to consolidate such operations to 15 applications, supported by five core optimized platforms in order to create
a cost-effective, standardized and flexible platform. This platform is to support long-term mass
marketing campaigns and ad hoc “tactical” communications initiatives.

About the Authors
Abhishek Kumar is a Manager within Cognizant’s Enterprise Content Management Practice. An IBMcertified information architect, Abhishek specializes in providing CCM and information consulting and
business analysis services to international clients in insurance (claims payment, customer query processing and broker relations), banking (policy, customer query processing and collaboration) and other
verticals. He has worked with large UK, U.S., Canadian and Malaysian banking and financial services
majors in document and process management consulting domains. Abhishek’s experience encompasses
landscape mapping and assessment for document/communications management, product evaluation
and strategic ECM/CCM roadmap definition. He can be reached at Abhishek.Kumar@cognizant.com.

cognizant 20-20 insights

8
Sumit Uppal is a Manager within Cognizant’s Enterprise Content Management Practice. A solutions
expert with 10-plus years of experience in the customer communication management (CCM) and
content management (CM) space, Sumit has worked with multiple customers across North America
and the EU to address their content management, multichannel communications, document composition, pre/post-composition solutions, enterprise reports management and document federation
challenges. Prior to joining Cognizant, he worked with Cap Gemini and iGate–Patni. Sumit is currently
responsible for solution design, project delivery and supporting presales activities. He can be reached at
Sumit.Uppal@cognizant.com.

About ECM Group
Cognizant’s Enterprise Content Management (ECM) Practice is a “single point” practice with dedicated “Service
Lines” to drive growth in various CCM/ECM product segments. With a large pool of qualified associates, the ECM
Practice caters to customer communications management (CCM) business requirements by relying on its expertise in CCM products such as HP Exstream, EMC xPressions and Oracle Documaker. Over the years, the practice
has helped organizations achieve competitive advantage through the efficient delivery of ECM/CCM development,
support services and solutions. Cognizant’s partnerships with leading ECM/CCM solution providers facilitate
exclusive access to knowledge base, technology consulting, product revisions, 24x7 support and various competence
development and training programs. For more information contact us at ECMBD@cognizant.com.

About ECM’s CCM Group
Cognizant’s Customer Communications Management Practice is a team comprising consultants, solution architects,
technical architects, leads and developers. The team’s experience spans versatile insurance sub-domains such as
application processing, underwriting, claims processing and tracking, customer interaction and query processing. The
practice has undertaken challenging assignments like communications strategy, product evaluation and roadmap
design, design and development of enterprise platforms for communications management, platform consolidation
and product migration. This team is cross-trained and certified on multiple products and technologies. The practice
has a dedicated CoE that has alliances with various market leaders such as EMC xPressions, Thunderhead, Oracle
Documaker and HP Exstream. The CoE is further dedicated to developing on-demand themed proof-of-concepts,
approach and methodologies, best practices and frameworks. For speedier on-demand facilitation, Cognizant has
developed a reusable, AWS-hosted CCM POC. Besides validating Cognizant's credentials as an effective on-demand
implementation partner, this framework facilitates batch communications processing with various leading CCM
product suites. We partner with leading on-demand service providers such as Amazon to host CCM solutions.
Through such partnerships, we provide quicker on-demand facilitation and service requests for CCM on demand with
a guaranteed high service availability of 99.9%.

About Cognizant
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered
in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep
industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With
over 50 delivery centers worldwide and approximately 166,400 employees as of September 30, 2013, Cognizant is a
member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the
top performing and fastest growing companies in the world.
Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.

World Headquarters

European Headquarters

India Operations Headquarters

500 Frank W. Burr Blvd.
Teaneck, NJ 07666 USA
Phone: +1 201 801 0233
Fax: +1 201 801 0243
Toll Free: +1 888 937 3277
Email: inquiry@cognizant.com

1 Kingdom Street
Paddington Central
London W2 6BD
Phone: +44 (0) 207 297 7600
Fax: +44 (0) 207 121 0102
Email: infouk@cognizant.com

#5/535, Old Mahabalipuram Road
Okkiyam Pettai, Thoraipakkam
Chennai, 600 096 India
Phone: +91 (0) 44 4209 6000
Fax: +91 (0) 44 4209 6060
Email: inquiryindia@cognizant.com

©
­­ Copyright 2013, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any
means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is
subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.

Weitere ähnliche Inhalte

Was ist angesagt?

Saratoga CRM Roadmap
Saratoga CRM RoadmapSaratoga CRM Roadmap
Saratoga CRM RoadmapAptean
 
Metrocom: first telco billing built on oracle brm - Alexey Gamburg, Sergey Ta...
Metrocom: first telco billing built on oracle brm - Alexey Gamburg, Sergey Ta...Metrocom: first telco billing built on oracle brm - Alexey Gamburg, Sergey Ta...
Metrocom: first telco billing built on oracle brm - Alexey Gamburg, Sergey Ta...ORACLE USER GROUP ESTONIA
 
Business Optix - what we do
Business Optix - what we doBusiness Optix - what we do
Business Optix - what we domitch3p
 
Key to Oracle BRM Upgrade Strategy Success - by Tarshan LLC
Key to Oracle BRM Upgrade Strategy Success - by Tarshan LLCKey to Oracle BRM Upgrade Strategy Success - by Tarshan LLC
Key to Oracle BRM Upgrade Strategy Success - by Tarshan LLCtarshan
 
Case : Customer Relationship Management Heads to the Cloud
Case : Customer Relationship Management Heads to the CloudCase : Customer Relationship Management Heads to the Cloud
Case : Customer Relationship Management Heads to the CloudAya Wan Idris
 
In Mind Cloud - Product Release - 2108
In Mind Cloud - Product Release - 2108In Mind Cloud - Product Release - 2108
In Mind Cloud - Product Release - 2108In Mind Cloud
 
IBM B2B and Commerce Solutions for Communications
IBM B2B and Commerce Solutions for CommunicationsIBM B2B and Commerce Solutions for Communications
IBM B2B and Commerce Solutions for CommunicationsLightwell
 
In Mind Cloud - Product Release - 1908
In Mind Cloud - Product Release - 1908 In Mind Cloud - Product Release - 1908
In Mind Cloud - Product Release - 1908 In Mind Cloud
 
eTOM framework as key component of process reengineering during implementatio...
eTOM framework as key component of process reengineering during implementatio...eTOM framework as key component of process reengineering during implementatio...
eTOM framework as key component of process reengineering during implementatio...Comarch
 
Flexibility - The secrets to a low CRM TCO
Flexibility - The secrets to a low CRM TCOFlexibility - The secrets to a low CRM TCO
Flexibility - The secrets to a low CRM TCOSoffront Software
 
IBM Websphere Partner Gateway (WPG)
IBM Websphere Partner Gateway (WPG)IBM Websphere Partner Gateway (WPG)
IBM Websphere Partner Gateway (WPG)Edwin Lopez
 
INFO TECH VL CRM Suites for Small Enterprises 2013
INFO TECH VL CRM Suites for Small Enterprises 2013INFO TECH VL CRM Suites for Small Enterprises 2013
INFO TECH VL CRM Suites for Small Enterprises 2013Sundae Solutions Co., Ltd.
 
Dynamics CRM - Contact Center
Dynamics CRM - Contact CenterDynamics CRM - Contact Center
Dynamics CRM - Contact Centerrobandre
 
Perfectessay essay sample_harvard_style_1
Perfectessay essay sample_harvard_style_1Perfectessay essay sample_harvard_style_1
Perfectessay essay sample_harvard_style_1David Smith
 
In Mind Cloud - Product Release - 2005
In Mind Cloud - Product Release - 2005In Mind Cloud - Product Release - 2005
In Mind Cloud - Product Release - 2005In Mind Cloud
 
Iod 2011 session 3577 jacobs and sathi
Iod 2011   session 3577 jacobs and sathiIod 2011   session 3577 jacobs and sathi
Iod 2011 session 3577 jacobs and sathiArvind Sathi
 
UC Analytics for MS Lync
UC Analytics for MS LyncUC Analytics for MS Lync
UC Analytics for MS LyncCode Software
 
In Mind Cloud - Product Release - 2011
In Mind Cloud - Product Release - 2011In Mind Cloud - Product Release - 2011
In Mind Cloud - Product Release - 2011In Mind Cloud
 

Was ist angesagt? (20)

Saratoga CRM Roadmap
Saratoga CRM RoadmapSaratoga CRM Roadmap
Saratoga CRM Roadmap
 
Metrocom: first telco billing built on oracle brm - Alexey Gamburg, Sergey Ta...
Metrocom: first telco billing built on oracle brm - Alexey Gamburg, Sergey Ta...Metrocom: first telco billing built on oracle brm - Alexey Gamburg, Sergey Ta...
Metrocom: first telco billing built on oracle brm - Alexey Gamburg, Sergey Ta...
 
Business Optix - what we do
Business Optix - what we doBusiness Optix - what we do
Business Optix - what we do
 
Key to Oracle BRM Upgrade Strategy Success - by Tarshan LLC
Key to Oracle BRM Upgrade Strategy Success - by Tarshan LLCKey to Oracle BRM Upgrade Strategy Success - by Tarshan LLC
Key to Oracle BRM Upgrade Strategy Success - by Tarshan LLC
 
Case : Customer Relationship Management Heads to the Cloud
Case : Customer Relationship Management Heads to the CloudCase : Customer Relationship Management Heads to the Cloud
Case : Customer Relationship Management Heads to the Cloud
 
Crm
CrmCrm
Crm
 
In Mind Cloud - Product Release - 2108
In Mind Cloud - Product Release - 2108In Mind Cloud - Product Release - 2108
In Mind Cloud - Product Release - 2108
 
IBM B2B and Commerce Solutions for Communications
IBM B2B and Commerce Solutions for CommunicationsIBM B2B and Commerce Solutions for Communications
IBM B2B and Commerce Solutions for Communications
 
In Mind Cloud - Product Release - 1908
In Mind Cloud - Product Release - 1908 In Mind Cloud - Product Release - 1908
In Mind Cloud - Product Release - 1908
 
eTOM framework as key component of process reengineering during implementatio...
eTOM framework as key component of process reengineering during implementatio...eTOM framework as key component of process reengineering during implementatio...
eTOM framework as key component of process reengineering during implementatio...
 
Flexibility - The secrets to a low CRM TCO
Flexibility - The secrets to a low CRM TCOFlexibility - The secrets to a low CRM TCO
Flexibility - The secrets to a low CRM TCO
 
IBM Websphere Partner Gateway (WPG)
IBM Websphere Partner Gateway (WPG)IBM Websphere Partner Gateway (WPG)
IBM Websphere Partner Gateway (WPG)
 
INFO TECH VL CRM Suites for Small Enterprises 2013
INFO TECH VL CRM Suites for Small Enterprises 2013INFO TECH VL CRM Suites for Small Enterprises 2013
INFO TECH VL CRM Suites for Small Enterprises 2013
 
Dynamics CRM - Contact Center
Dynamics CRM - Contact CenterDynamics CRM - Contact Center
Dynamics CRM - Contact Center
 
Perfectessay essay sample_harvard_style_1
Perfectessay essay sample_harvard_style_1Perfectessay essay sample_harvard_style_1
Perfectessay essay sample_harvard_style_1
 
In Mind Cloud - Product Release - 2005
In Mind Cloud - Product Release - 2005In Mind Cloud - Product Release - 2005
In Mind Cloud - Product Release - 2005
 
Sid integration view
Sid integration viewSid integration view
Sid integration view
 
Iod 2011 session 3577 jacobs and sathi
Iod 2011   session 3577 jacobs and sathiIod 2011   session 3577 jacobs and sathi
Iod 2011 session 3577 jacobs and sathi
 
UC Analytics for MS Lync
UC Analytics for MS LyncUC Analytics for MS Lync
UC Analytics for MS Lync
 
In Mind Cloud - Product Release - 2011
In Mind Cloud - Product Release - 2011In Mind Cloud - Product Release - 2011
In Mind Cloud - Product Release - 2011
 

Ähnlich wie Creating a Scalable and Extensible On-Demand Customer Communications Management Platform

Top 4 Business Benefits of Customer Communication Management.pdf
Top 4 Business Benefits of Customer Communication Management.pdfTop 4 Business Benefits of Customer Communication Management.pdf
Top 4 Business Benefits of Customer Communication Management.pdfBenevolence Technologies
 
Utilities Can Ramp Up CX with a Customer Data Platform
Utilities Can Ramp Up CX with a Customer Data PlatformUtilities Can Ramp Up CX with a Customer Data Platform
Utilities Can Ramp Up CX with a Customer Data PlatformCognizant
 
Succeeding with Customer Communications Management (Part-2).pdf
Succeeding with Customer Communications Management (Part-2).pdfSucceeding with Customer Communications Management (Part-2).pdf
Succeeding with Customer Communications Management (Part-2).pdfBenevolence Technologies
 
Cloud Computing for E-Commerce
Cloud Computing for E-CommerceCloud Computing for E-Commerce
Cloud Computing for E-CommerceIOSR Journals
 
Customer Experience Management Transforming Financial Industry To The Next Level
Customer Experience Management Transforming Financial Industry To The Next LevelCustomer Experience Management Transforming Financial Industry To The Next Level
Customer Experience Management Transforming Financial Industry To The Next LevelFCICCM1
 
Orchestrating a Customer Engagement Journey
Orchestrating a Customer Engagement JourneyOrchestrating a Customer Engagement Journey
Orchestrating a Customer Engagement JourneySaggezza
 
Orchestrating a Customer Engagement Journey in the Enterprise
Orchestrating a Customer Engagement Journey in the EnterpriseOrchestrating a Customer Engagement Journey in the Enterprise
Orchestrating a Customer Engagement Journey in the EnterpriseKashif Mahbub
 
Choosing a Customer Communication Management Platform - 7 Factors to Consider...
Choosing a Customer Communication Management Platform - 7 Factors to Consider...Choosing a Customer Communication Management Platform - 7 Factors to Consider...
Choosing a Customer Communication Management Platform - 7 Factors to Consider...Benevolence Technologies
 
Real-time telecom revenue assurence
Real-time telecom revenue assurenceReal-time telecom revenue assurence
Real-time telecom revenue assurencemustafa sarac
 
Beagle research moving your on-premise contact center to the cloud
Beagle research  moving your on-premise contact center to the cloudBeagle research  moving your on-premise contact center to the cloud
Beagle research moving your on-premise contact center to the clouddebm_madronasg
 
Ardhita banuadji smo_sdm_cem
Ardhita banuadji smo_sdm_cemArdhita banuadji smo_sdm_cem
Ardhita banuadji smo_sdm_cemardhita banu adji
 
Bajaj Allianz General Insurance
Bajaj Allianz General InsuranceBajaj Allianz General Insurance
Bajaj Allianz General InsuranceCRMNEXT
 
How outbound communication and crm can take your contact center to the next l...
How outbound communication and crm can take your contact center to the next l...How outbound communication and crm can take your contact center to the next l...
How outbound communication and crm can take your contact center to the next l...ConvergeHub
 
Bentech’s Customer Communications Management for Insurance.pdf
Bentech’s Customer Communications Management for Insurance.pdfBentech’s Customer Communications Management for Insurance.pdf
Bentech’s Customer Communications Management for Insurance.pdfBenevolence Technologies
 
BMC ServiceDesk on Force.com Customer Presentationv
BMC ServiceDesk on Force.com Customer PresentationvBMC ServiceDesk on Force.com Customer Presentationv
BMC ServiceDesk on Force.com Customer PresentationvChrisbryan1975
 
Business Process as a Service for Utilities: From Meter to Cash
Business Process as a Service for Utilities: From Meter to CashBusiness Process as a Service for Utilities: From Meter to Cash
Business Process as a Service for Utilities: From Meter to CashCognizant
 
C-Metric Development Agency with TYPO3 Technology.pdf
C-Metric Development Agency with TYPO3 Technology.pdfC-Metric Development Agency with TYPO3 Technology.pdf
C-Metric Development Agency with TYPO3 Technology.pdfJohn Metthew
 

Ähnlich wie Creating a Scalable and Extensible On-Demand Customer Communications Management Platform (20)

Top 4 Business Benefits of Customer Communication Management.pdf
Top 4 Business Benefits of Customer Communication Management.pdfTop 4 Business Benefits of Customer Communication Management.pdf
Top 4 Business Benefits of Customer Communication Management.pdf
 
Utilities Can Ramp Up CX with a Customer Data Platform
Utilities Can Ramp Up CX with a Customer Data PlatformUtilities Can Ramp Up CX with a Customer Data Platform
Utilities Can Ramp Up CX with a Customer Data Platform
 
Succeeding with Customer Communications Management (Part-2).pdf
Succeeding with Customer Communications Management (Part-2).pdfSucceeding with Customer Communications Management (Part-2).pdf
Succeeding with Customer Communications Management (Part-2).pdf
 
Cloud Computing for E-Commerce
Cloud Computing for E-CommerceCloud Computing for E-Commerce
Cloud Computing for E-Commerce
 
Customer Experience Management Transforming Financial Industry To The Next Level
Customer Experience Management Transforming Financial Industry To The Next LevelCustomer Experience Management Transforming Financial Industry To The Next Level
Customer Experience Management Transforming Financial Industry To The Next Level
 
Ecrm
EcrmEcrm
Ecrm
 
Orchestrating a Customer Engagement Journey
Orchestrating a Customer Engagement JourneyOrchestrating a Customer Engagement Journey
Orchestrating a Customer Engagement Journey
 
Orchestrating a Customer Engagement Journey in the Enterprise
Orchestrating a Customer Engagement Journey in the EnterpriseOrchestrating a Customer Engagement Journey in the Enterprise
Orchestrating a Customer Engagement Journey in the Enterprise
 
Choosing a Customer Communication Management Platform - 7 Factors to Consider...
Choosing a Customer Communication Management Platform - 7 Factors to Consider...Choosing a Customer Communication Management Platform - 7 Factors to Consider...
Choosing a Customer Communication Management Platform - 7 Factors to Consider...
 
Real-time telecom revenue assurence
Real-time telecom revenue assurenceReal-time telecom revenue assurence
Real-time telecom revenue assurence
 
Beagle research moving your on-premise contact center to the cloud
Beagle research  moving your on-premise contact center to the cloudBeagle research  moving your on-premise contact center to the cloud
Beagle research moving your on-premise contact center to the cloud
 
Ardhita banuadji smo_sdm_cem
Ardhita banuadji smo_sdm_cemArdhita banuadji smo_sdm_cem
Ardhita banuadji smo_sdm_cem
 
Bajaj Allianz General Insurance
Bajaj Allianz General InsuranceBajaj Allianz General Insurance
Bajaj Allianz General Insurance
 
How outbound communication and crm can take your contact center to the next l...
How outbound communication and crm can take your contact center to the next l...How outbound communication and crm can take your contact center to the next l...
How outbound communication and crm can take your contact center to the next l...
 
cloud computing
cloud computingcloud computing
cloud computing
 
Bentech’s Customer Communications Management for Insurance.pdf
Bentech’s Customer Communications Management for Insurance.pdfBentech’s Customer Communications Management for Insurance.pdf
Bentech’s Customer Communications Management for Insurance.pdf
 
BMC ServiceDesk on Force.com Customer Presentationv
BMC ServiceDesk on Force.com Customer PresentationvBMC ServiceDesk on Force.com Customer Presentationv
BMC ServiceDesk on Force.com Customer Presentationv
 
Business Process as a Service for Utilities: From Meter to Cash
Business Process as a Service for Utilities: From Meter to CashBusiness Process as a Service for Utilities: From Meter to Cash
Business Process as a Service for Utilities: From Meter to Cash
 
C-Metric Development Agency with TYPO3 Technology.pdf
C-Metric Development Agency with TYPO3 Technology.pdfC-Metric Development Agency with TYPO3 Technology.pdf
C-Metric Development Agency with TYPO3 Technology.pdf
 
Service cost management
Service cost managementService cost management
Service cost management
 

Mehr von Cognizant

Using Adaptive Scrum to Tame Process Reverse Engineering in Data Analytics Pr...
Using Adaptive Scrum to Tame Process Reverse Engineering in Data Analytics Pr...Using Adaptive Scrum to Tame Process Reverse Engineering in Data Analytics Pr...
Using Adaptive Scrum to Tame Process Reverse Engineering in Data Analytics Pr...Cognizant
 
Data Modernization: Breaking the AI Vicious Cycle for Superior Decision-making
Data Modernization: Breaking the AI Vicious Cycle for Superior Decision-makingData Modernization: Breaking the AI Vicious Cycle for Superior Decision-making
Data Modernization: Breaking the AI Vicious Cycle for Superior Decision-makingCognizant
 
It Takes an Ecosystem: How Technology Companies Deliver Exceptional Experiences
It Takes an Ecosystem: How Technology Companies Deliver Exceptional ExperiencesIt Takes an Ecosystem: How Technology Companies Deliver Exceptional Experiences
It Takes an Ecosystem: How Technology Companies Deliver Exceptional ExperiencesCognizant
 
Intuition Engineered
Intuition EngineeredIntuition Engineered
Intuition EngineeredCognizant
 
The Work Ahead: Transportation and Logistics Delivering on the Digital-Physic...
The Work Ahead: Transportation and Logistics Delivering on the Digital-Physic...The Work Ahead: Transportation and Logistics Delivering on the Digital-Physic...
The Work Ahead: Transportation and Logistics Delivering on the Digital-Physic...Cognizant
 
Enhancing Desirability: Five Considerations for Winning Digital Initiatives
Enhancing Desirability: Five Considerations for Winning Digital InitiativesEnhancing Desirability: Five Considerations for Winning Digital Initiatives
Enhancing Desirability: Five Considerations for Winning Digital InitiativesCognizant
 
The Work Ahead in Manufacturing: Fulfilling the Agility Mandate
The Work Ahead in Manufacturing: Fulfilling the Agility MandateThe Work Ahead in Manufacturing: Fulfilling the Agility Mandate
The Work Ahead in Manufacturing: Fulfilling the Agility MandateCognizant
 
The Work Ahead in Higher Education: Repaving the Road for the Employees of To...
The Work Ahead in Higher Education: Repaving the Road for the Employees of To...The Work Ahead in Higher Education: Repaving the Road for the Employees of To...
The Work Ahead in Higher Education: Repaving the Road for the Employees of To...Cognizant
 
Engineering the Next-Gen Digital Claims Organisation for Australian General I...
Engineering the Next-Gen Digital Claims Organisation for Australian General I...Engineering the Next-Gen Digital Claims Organisation for Australian General I...
Engineering the Next-Gen Digital Claims Organisation for Australian General I...Cognizant
 
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...Cognizant
 
Green Rush: The Economic Imperative for Sustainability
Green Rush: The Economic Imperative for SustainabilityGreen Rush: The Economic Imperative for Sustainability
Green Rush: The Economic Imperative for SustainabilityCognizant
 
Policy Administration Modernization: Four Paths for Insurers
Policy Administration Modernization: Four Paths for InsurersPolicy Administration Modernization: Four Paths for Insurers
Policy Administration Modernization: Four Paths for InsurersCognizant
 
The Work Ahead in Utilities: Powering a Sustainable Future with Digital
The Work Ahead in Utilities: Powering a Sustainable Future with DigitalThe Work Ahead in Utilities: Powering a Sustainable Future with Digital
The Work Ahead in Utilities: Powering a Sustainable Future with DigitalCognizant
 
AI in Media & Entertainment: Starting the Journey to Value
AI in Media & Entertainment: Starting the Journey to ValueAI in Media & Entertainment: Starting the Journey to Value
AI in Media & Entertainment: Starting the Journey to ValueCognizant
 
Operations Workforce Management: A Data-Informed, Digital-First Approach
Operations Workforce Management: A Data-Informed, Digital-First ApproachOperations Workforce Management: A Data-Informed, Digital-First Approach
Operations Workforce Management: A Data-Informed, Digital-First ApproachCognizant
 
Five Priorities for Quality Engineering When Taking Banking to the Cloud
Five Priorities for Quality Engineering When Taking Banking to the CloudFive Priorities for Quality Engineering When Taking Banking to the Cloud
Five Priorities for Quality Engineering When Taking Banking to the CloudCognizant
 
Getting Ahead With AI: How APAC Companies Replicate Success by Remaining Focused
Getting Ahead With AI: How APAC Companies Replicate Success by Remaining FocusedGetting Ahead With AI: How APAC Companies Replicate Success by Remaining Focused
Getting Ahead With AI: How APAC Companies Replicate Success by Remaining FocusedCognizant
 
Crafting the Utility of the Future
Crafting the Utility of the FutureCrafting the Utility of the Future
Crafting the Utility of the FutureCognizant
 
The Work Ahead in Intelligent Automation: Coping with Complexity in a Post-Pa...
The Work Ahead in Intelligent Automation: Coping with Complexity in a Post-Pa...The Work Ahead in Intelligent Automation: Coping with Complexity in a Post-Pa...
The Work Ahead in Intelligent Automation: Coping with Complexity in a Post-Pa...Cognizant
 
The Timeline of Next
The Timeline of NextThe Timeline of Next
The Timeline of NextCognizant
 

Mehr von Cognizant (20)

Using Adaptive Scrum to Tame Process Reverse Engineering in Data Analytics Pr...
Using Adaptive Scrum to Tame Process Reverse Engineering in Data Analytics Pr...Using Adaptive Scrum to Tame Process Reverse Engineering in Data Analytics Pr...
Using Adaptive Scrum to Tame Process Reverse Engineering in Data Analytics Pr...
 
Data Modernization: Breaking the AI Vicious Cycle for Superior Decision-making
Data Modernization: Breaking the AI Vicious Cycle for Superior Decision-makingData Modernization: Breaking the AI Vicious Cycle for Superior Decision-making
Data Modernization: Breaking the AI Vicious Cycle for Superior Decision-making
 
It Takes an Ecosystem: How Technology Companies Deliver Exceptional Experiences
It Takes an Ecosystem: How Technology Companies Deliver Exceptional ExperiencesIt Takes an Ecosystem: How Technology Companies Deliver Exceptional Experiences
It Takes an Ecosystem: How Technology Companies Deliver Exceptional Experiences
 
Intuition Engineered
Intuition EngineeredIntuition Engineered
Intuition Engineered
 
The Work Ahead: Transportation and Logistics Delivering on the Digital-Physic...
The Work Ahead: Transportation and Logistics Delivering on the Digital-Physic...The Work Ahead: Transportation and Logistics Delivering on the Digital-Physic...
The Work Ahead: Transportation and Logistics Delivering on the Digital-Physic...
 
Enhancing Desirability: Five Considerations for Winning Digital Initiatives
Enhancing Desirability: Five Considerations for Winning Digital InitiativesEnhancing Desirability: Five Considerations for Winning Digital Initiatives
Enhancing Desirability: Five Considerations for Winning Digital Initiatives
 
The Work Ahead in Manufacturing: Fulfilling the Agility Mandate
The Work Ahead in Manufacturing: Fulfilling the Agility MandateThe Work Ahead in Manufacturing: Fulfilling the Agility Mandate
The Work Ahead in Manufacturing: Fulfilling the Agility Mandate
 
The Work Ahead in Higher Education: Repaving the Road for the Employees of To...
The Work Ahead in Higher Education: Repaving the Road for the Employees of To...The Work Ahead in Higher Education: Repaving the Road for the Employees of To...
The Work Ahead in Higher Education: Repaving the Road for the Employees of To...
 
Engineering the Next-Gen Digital Claims Organisation for Australian General I...
Engineering the Next-Gen Digital Claims Organisation for Australian General I...Engineering the Next-Gen Digital Claims Organisation for Australian General I...
Engineering the Next-Gen Digital Claims Organisation for Australian General I...
 
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...
Profitability in the Direct-to-Consumer Marketplace: A Playbook for Media and...
 
Green Rush: The Economic Imperative for Sustainability
Green Rush: The Economic Imperative for SustainabilityGreen Rush: The Economic Imperative for Sustainability
Green Rush: The Economic Imperative for Sustainability
 
Policy Administration Modernization: Four Paths for Insurers
Policy Administration Modernization: Four Paths for InsurersPolicy Administration Modernization: Four Paths for Insurers
Policy Administration Modernization: Four Paths for Insurers
 
The Work Ahead in Utilities: Powering a Sustainable Future with Digital
The Work Ahead in Utilities: Powering a Sustainable Future with DigitalThe Work Ahead in Utilities: Powering a Sustainable Future with Digital
The Work Ahead in Utilities: Powering a Sustainable Future with Digital
 
AI in Media & Entertainment: Starting the Journey to Value
AI in Media & Entertainment: Starting the Journey to ValueAI in Media & Entertainment: Starting the Journey to Value
AI in Media & Entertainment: Starting the Journey to Value
 
Operations Workforce Management: A Data-Informed, Digital-First Approach
Operations Workforce Management: A Data-Informed, Digital-First ApproachOperations Workforce Management: A Data-Informed, Digital-First Approach
Operations Workforce Management: A Data-Informed, Digital-First Approach
 
Five Priorities for Quality Engineering When Taking Banking to the Cloud
Five Priorities for Quality Engineering When Taking Banking to the CloudFive Priorities for Quality Engineering When Taking Banking to the Cloud
Five Priorities for Quality Engineering When Taking Banking to the Cloud
 
Getting Ahead With AI: How APAC Companies Replicate Success by Remaining Focused
Getting Ahead With AI: How APAC Companies Replicate Success by Remaining FocusedGetting Ahead With AI: How APAC Companies Replicate Success by Remaining Focused
Getting Ahead With AI: How APAC Companies Replicate Success by Remaining Focused
 
Crafting the Utility of the Future
Crafting the Utility of the FutureCrafting the Utility of the Future
Crafting the Utility of the Future
 
The Work Ahead in Intelligent Automation: Coping with Complexity in a Post-Pa...
The Work Ahead in Intelligent Automation: Coping with Complexity in a Post-Pa...The Work Ahead in Intelligent Automation: Coping with Complexity in a Post-Pa...
The Work Ahead in Intelligent Automation: Coping with Complexity in a Post-Pa...
 
The Timeline of Next
The Timeline of NextThe Timeline of Next
The Timeline of Next
 

Kürzlich hochgeladen

Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...DianaGray10
 
UiPath Community: AI for UiPath Automation Developers
UiPath Community: AI for UiPath Automation DevelopersUiPath Community: AI for UiPath Automation Developers
UiPath Community: AI for UiPath Automation DevelopersUiPathCommunity
 
20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf
20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf
20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdfJamie (Taka) Wang
 
NIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopNIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopBachir Benyammi
 
Spring24-Release Overview - Wellingtion User Group-1.pdf
Spring24-Release Overview - Wellingtion User Group-1.pdfSpring24-Release Overview - Wellingtion User Group-1.pdf
Spring24-Release Overview - Wellingtion User Group-1.pdfAnna Loughnan Colquhoun
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxGDSC PJATK
 
Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1DianaGray10
 
9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding TeamAdam Moalla
 
How to Effectively Monitor SD-WAN and SASE Environments with ThousandEyes
How to Effectively Monitor SD-WAN and SASE Environments with ThousandEyesHow to Effectively Monitor SD-WAN and SASE Environments with ThousandEyes
How to Effectively Monitor SD-WAN and SASE Environments with ThousandEyesThousandEyes
 
Bird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemBird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemAsko Soukka
 
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesAI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesMd Hossain Ali
 
Babel Compiler - Transforming JavaScript for All Browsers.pptx
Babel Compiler - Transforming JavaScript for All Browsers.pptxBabel Compiler - Transforming JavaScript for All Browsers.pptx
Babel Compiler - Transforming JavaScript for All Browsers.pptxYounusS2
 
UiPath Studio Web workshop series - Day 8
UiPath Studio Web workshop series - Day 8UiPath Studio Web workshop series - Day 8
UiPath Studio Web workshop series - Day 8DianaGray10
 
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...Aggregage
 
Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024D Cloud Solutions
 
Nanopower In Semiconductor Industry.pdf
Nanopower  In Semiconductor Industry.pdfNanopower  In Semiconductor Industry.pdf
Nanopower In Semiconductor Industry.pdfPedro Manuel
 
Meet the new FSP 3000 M-Flex800™
Meet the new FSP 3000 M-Flex800™Meet the new FSP 3000 M-Flex800™
Meet the new FSP 3000 M-Flex800™Adtran
 
Empowering Africa's Next Generation: The AI Leadership Blueprint
Empowering Africa's Next Generation: The AI Leadership BlueprintEmpowering Africa's Next Generation: The AI Leadership Blueprint
Empowering Africa's Next Generation: The AI Leadership BlueprintMahmoud Rabie
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UbiTrack UK
 
PicPay - GenAI Finance Assistant - ChatGPT for Customer Service
PicPay - GenAI Finance Assistant - ChatGPT for Customer ServicePicPay - GenAI Finance Assistant - ChatGPT for Customer Service
PicPay - GenAI Finance Assistant - ChatGPT for Customer ServiceRenan Moreira de Oliveira
 

Kürzlich hochgeladen (20)

Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
 
UiPath Community: AI for UiPath Automation Developers
UiPath Community: AI for UiPath Automation DevelopersUiPath Community: AI for UiPath Automation Developers
UiPath Community: AI for UiPath Automation Developers
 
20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf
20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf
20200723_insight_release_plan_v6.pdf20200723_insight_release_plan_v6.pdf
 
NIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopNIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 Workshop
 
Spring24-Release Overview - Wellingtion User Group-1.pdf
Spring24-Release Overview - Wellingtion User Group-1.pdfSpring24-Release Overview - Wellingtion User Group-1.pdf
Spring24-Release Overview - Wellingtion User Group-1.pdf
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptx
 
Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1
 
9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team
 
How to Effectively Monitor SD-WAN and SASE Environments with ThousandEyes
How to Effectively Monitor SD-WAN and SASE Environments with ThousandEyesHow to Effectively Monitor SD-WAN and SASE Environments with ThousandEyes
How to Effectively Monitor SD-WAN and SASE Environments with ThousandEyes
 
Bird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemBird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystem
 
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesAI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
 
Babel Compiler - Transforming JavaScript for All Browsers.pptx
Babel Compiler - Transforming JavaScript for All Browsers.pptxBabel Compiler - Transforming JavaScript for All Browsers.pptx
Babel Compiler - Transforming JavaScript for All Browsers.pptx
 
UiPath Studio Web workshop series - Day 8
UiPath Studio Web workshop series - Day 8UiPath Studio Web workshop series - Day 8
UiPath Studio Web workshop series - Day 8
 
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
 
Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024
 
Nanopower In Semiconductor Industry.pdf
Nanopower  In Semiconductor Industry.pdfNanopower  In Semiconductor Industry.pdf
Nanopower In Semiconductor Industry.pdf
 
Meet the new FSP 3000 M-Flex800™
Meet the new FSP 3000 M-Flex800™Meet the new FSP 3000 M-Flex800™
Meet the new FSP 3000 M-Flex800™
 
Empowering Africa's Next Generation: The AI Leadership Blueprint
Empowering Africa's Next Generation: The AI Leadership BlueprintEmpowering Africa's Next Generation: The AI Leadership Blueprint
Empowering Africa's Next Generation: The AI Leadership Blueprint
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
 
PicPay - GenAI Finance Assistant - ChatGPT for Customer Service
PicPay - GenAI Finance Assistant - ChatGPT for Customer ServicePicPay - GenAI Finance Assistant - ChatGPT for Customer Service
PicPay - GenAI Finance Assistant - ChatGPT for Customer Service
 

Creating a Scalable and Extensible On-Demand Customer Communications Management Platform

  • 1. • Cognizant 20-20 Insights Creating a Scalable and Extensible On-Demand Customer Communications Management Platform To convert the promise of CCM into more flexible customer communications and revenue growth, organizations need to recalibrate their thinking and capabilities; here’s how. Executive Summary To deliver an integrated and personalized customer experience that is cost-effective and secure, many organizations are gravitating toward a model known as on-demand customer communications management (CCM). Apart from facilitating flexible and scalable customized communication and cross-channel delivery, on-demand CCM supports a nonlinear and dynamic growth model for organizations looking to rationalize cluttered application platforms (across LOBs) and to reduce time-to-market. As the number of customer touch points has increased, on-premises infrastructure has been unable to cope with demand variability. Cloud technology enables organizations to deliver an integrated customer experience through a virtual on-demand CCM infrastructure that can accommodate spikes in CCM transactions. cognizant 20-20 insights | november 2013 For a successful transition, organizations have responded by reassessing their traditional CCM processes and enterprise content platforms to rationalize delivery of customer communications. Taking this approach allows for a phased reengineering to on-demand infrastructure and provides greater sourcing flexibility to organizations that want to optimize the CCM sourcing mix and to convert on-premises infrastructural expenditure from Cap-Ex to on-demand Op-Ex budgets. However, like any new technology, this type of transition should be preceded by the development of a systemic transition roadmap and informed technological choices. This white paper presents our views on CCM on demand and explores the capabilities organizations need to make a successful transition to its delivery. Moreover, this paper presents a new operating model for delivering CCM services via an on-demand platform and highlights our proprietary CCM on-demand framework.
  • 2. Apart from meeting spikes in demand through infrastructural scalability, on-demand application services allow organizations to reduce Cap-Ex investments related to on-premises infrastructure since individual software setup is no longer required. CCM: A Definitional View holders to access applications services via a Web interface. CCM is defined as a refined derivative technology of enterprise content management that facilitates targeted, personalized and cross-channel communications creation and delivery to customers in batch, on-demand and interactive modalities. Cloud technology enables organizations to place their applications, infrastructure services and platform services in remotely hosted on-demand infrastructure (hardware and software) and, in turn, allows various organizational stake- Apart from meeting spikes in demand through infrastructural scalability, on-demand application services allow organizations to reduce Cap-Ex investments related to on-premises infrastructure since individual software setup is no longer required. CCM applications facilitate consistent branding by central template management functionality through which vital legal communication terms and brand elements such as template visuals (brand logos, images, etc.) and content (headers, footers, personalized fields and office addresses, etc.) are enforced centrally. Apart from the need for consistent branding, various drivers behind cloud CCM adoption are as follows: CCM Framework Backend Applications Core & Noncore Systems Servicing HTML Output eForm Physical Mail/ Forms Communication Platform BPM/ Workflow E-mail Fax Mobile Devices Scanned Documents Data Data Acquisition Acquisition Campaign Management Modeling/ Simulation Tracking and Performance Metrics Business Activity Monitoring Content/ Request Specific Processing Security/Audit trails Customer Industry-Specific Apps Legacy Systems Online/ eForms Document Generation Post Processing Request Tracking BPM/Collaboration E-mail Fax SMS/ Mobile Template Repository (Business Environment) Figure 1 cognizant 20-20 insights Customer Archival Collaboration Inbound Communication (Capture) Mail 2 Outbound (Multichannel Delivery) • Structured /Batch Output • Interactive Output • OnDemand Output
  • 3. CCM Process Data Acquisition (From Back-end Systems/Inbound) Communication/ Document Composition (In Template) Data Transformation (Parsing/Clean-up) Communication Dissemination (Multichannel) Figure 2 • Consolidation • Developments • Strong • of disparate applications/multiple platforms to leverage economies of scale. internal demand for an on-demand model. • Faster time-to-market. • Increasing engagement of systems integrators as on-demand customization partners. • Distributed and flexible CCM sourcing. in customer communications technology. Need for scalable communications platforms for tactical campaigns. Understanding the CCM Platform • Rapid evolution of customer touch points and Effective customer communication is a critical strategic element. One of the key elements to operationalize this strategy is to have a cohesive customer experience management strategy – rather than merely depending on an application platform. While this is true, CCM’s techno-functional schematic is depicted in Figure 1, previous page. • Reduction in TCO. Elementally, CCM is a four-stage process as depicted in Figure 2. expectations. • On-demand scalability for season-specific marketing campaigns. • Obsolescence of existing communications platforms. After dissemination, generated communication is archived for retention and/or tracking purposes. Such communication dissemination, however, happens in three modalities, as depicted in Figure 3. Modalities of CCM Output Batch Interactive • High-volume document generation (in a batch) such as annuity statements. • User-customized data in preset templates such as policy holder welcome kits. • Typically part of workflow. OnDemand • Output triggered by system/human-led events such as online premium quote. Figure 3 cognizant 20-20 insights 3
  • 4. CCM On Demand: Value Proposition • The traditional model is fraught with some disadvantages, namely: Reduced speed-to-market: Due to a distributed communications landscape, organizations are not able to respond to rapid changes in customer/regulatory demand in a timely fashion. Despite a sound CCM-enabled infrastructure, and as a result of unique LOB requirements, organizations face challenges to deliver personalized, platform-specific experience to customers. In the absence of a CCM platform, changes in a typical communications template would require significant lead time and effort for enterprise-wide replication. • Due to its inherently ever-changing nature, CCM is the key technological domain appropriate for on-demand technology due to the variance in communications requirements by companies across industry, which can be addressed by a more scalable infrastructure. The value proposition can be assessed by comparing how a typical batch CCM process is addressed with a traditional on-premises solution and the way it is accommodated via the on-demand model (see Figure 4). Disparate and LOB-specific models of customer experience: The traditional model encourages disjointed CCM deployment, specific to each LOB. This propagates a disjointed, CCM Model Comparison On-Premises External Communication Platform Data Generation Data Data Acquisition Acquisition eForms Campaign Management Document Generation Back End Systems Multichannel Communication HTML Output Post Processing eForm Batch Based Mail Handling Printing Operations Request Tracking Archival BPM/ Collaboration External Communication Distributors Mail Templates Printing Vendors E-mail Shipping Vendors Based on Geography Based on Geography On-Premises Physical CCM Infrastructure Multichannel Communication CCM Applications Middleware Database Fax Operating System Storage SMS/Mobile Figure 4 cognizant 20-20 insights 4 Customer
  • 5. LOB-specific customer experience, which dilutes the intended branding. Add to this platform obsolescence, and upgrading disparate platforms is typically prohibitively expensive in an on-premises model.1 • • • Lack of scalability: For batch communications specifically, the rigid traditional model fails because existing on-premises infrastructure is limited in terms of transaction handling capacity. For seasonal or/and tactical marketing campaigns subject to sudden demand spikes, on-premises infrastructure cannot be ramped up to meet the ad hoc requirements. Higher total cost of ownership (TCO): On-premises infrastructure involves significant Cap-Ex to meet demand spikes, requiring organizations to acquire more physical/ software infrastructure. This results in higher TCO compared with the on-demand CCM model, where infrastructure costs are accrued on a “per use” or “per transaction” basis. Rigid sourcing models: Various product lines/LOBs function as “sourcing silos” where parts of processes are outsourced to different vendors and optimized by different enterprise content management (ECM)/CCM products. On-Demand CCM Model InterOn-Premises active Interactive (Archival) Engine (For Interactive Communication) Web Front end Data Acquisition CMQ Real Time Engine (For On demand Communication) Generation Campaign Management Batch Processing Back End Systems (Core/ Legacy) External On Demand Communication Platform Process Improvement (Central Template Mgmt) Post Processing Request Tracking Archival (optional) Generation Data Raw Acquisition Data (FTP) On-Demand CCM Infrastructure (Virtualized) Multichannel Communication HTML Output eForm Email Infra 1+ n Infra 1+1 Log In Fax CCM Applications Templates Middleware Database Operating System SMS/ Mobile Storage Automated Infrastructure Replication (Based on Demand) Figure 5 cognizant 20-20 insights 5 Printing/ Shipping Vendor Mail Modified, User specific templates, history On Demand Virtualized CCM Infrastructure Batch Mail Printing Handling Distributed Sourcing OnPremises Customer Printing/ Shipping Vendor Based on Geography, Sourcing Decision Multichannel Communication
  • 6. Besides incubating a disparate technological silo, this asymmetrical model prevents economies of scale. Due to the rigidity of on-premises infrastructure, organizations are not readily able to switch suppliers (such as printing/ shipping vendors), due to vendor-lock in. each LOB to have a rationalized and simpler environment that can be rapidly developed to offer a dynamic multichannel experience at relatively faster speeds. Processes such as template management are centralized and lead to exponential reductions in turnaround time (from weeks initially to days or hours). Central template management eliminates the need to make changes in templates on multiple platforms. An optimized on-demand CCM model confers the following benefits: • Application (multi-departmental) rationalization and leveraging economies of scale: In contrast to the on-premises model where organizations have limited scope to optimize CCM services, the on-demand model enables organizations to rationalize the disparate communications application silos in a unified function. As a consequence, multiple cost centers are consolidated and the organization can optimize its CCM operations through crossutilization of the on-demand virtual apparatus. • Faster time-to-market: Due to a consolidated on-demand setup and resultant cross-utilization of CCM infrastructure, it is easier for • Usage drives cost, converting Cap-Ex into Op-Ex: CCM on demand enables organizations to phase out a bulk of their physical infrastructure. Therefore, organizations do not incur significant Cap-Ex for a green field infrastructure setup. Instead, they can utilize on-demand-based virtualized infrastructure on a pay-per-use business model, where usage drives cost. In essence, on-demand CCM infrastructure utilization is based on an Op-Ex rather than a costlier Cap-Ex model. • On-demand scalability: Sudden spikes in demand in an in-premises model may lead to CCM On-Demand Considerations Roadmap/Advisory • Organizational readiness analysis. • Scalability need analysis. • Process, application, LOB qualifications. • Business case/ROI. • Vendor evaluation. • Compliance analysis. • Private vs. public cloud. • Voice of customer, CTQ measures. Costing • Commercial model development – for CCM vendors (shipping/printing). • Cost per transaction, per “ramp up” computation. • Single tenancy vs. multi-tenancy – base charges. • “Lock in” costing by cloud vendors. • 3-5 year projections of TCO in premises vs. cloud. On-Demand BAU • Provider’s role restricted to infrastructure provider. • Security considerations associated with cloud. • 99.99% availability guarantee – sufficiency analysis. • Technology considerations: migration strategy, integration and bandwidth. Governance • Content creator, distribution partner sourcing management. • Future interventions by government. • Liabilities of cloud vendor – restricted to hardware and ensuring availability. Figure 6 cognizant 20-20 insights 6
  • 7. issues such as infrastructural unavailability. On-demand vendors can provide extra bandwidth for handling operations such as sending batch e-mail. Once the demand is normalized, the on-demand infrastructure is scaled down automatically. In this model, usage drives cost as the consuming organization would be billed for additional bandwidth consumed for the said duration, before reverting back to the old billing pattern. On-demand CCM provides tremendous horizontal and vertical scalability. • Horizontal scalability: Customer communication campaigns are limited by storage requirements in the traditional “in-premises” model. In the on-demand CCM setup, storage infrastructure is configured to automatically replicate, thereby doubling the available storage space, catering to spikes in storage requirements associated with customer campaigns. • Vertical scalability: This implies scalable processing capability. For short-term marketing campaigns, when transactions (especially interactive and on-demand) increase exponentially, the on-demand CCM processing is ramped up automatically. On-demand CCM systems have set infrastructural limits. Once that limit is “tripped,” on-demand infrastructure adds additional processing capacity to meet Organizations the demand spike. Due to can, if they choose, potentially unlimited proreengineer their cessing power facilitating parallel batch process- infrastructure ing, it is easier to attain to a different a 360-degree customer on-demand view than in a traditional model. For batch-based vendor (globally) communications genera- in a fraction of tion, cloud infrastructure the time/effort can be configured to run “batch communication required for ingeneration service” with premises “physical” a customized infrastructransition. ture configuration for several hours a day, thereby optimizing cloud utilization. This enables a scalable utilization of server capacity. • Distributed sourcing: On-demand CCM implies that clients can readily switch between downstream printing/shipping vendors and can, conversely, also change on-demand CCM On-Demand Services CCM On-Demand Operations Services Governance Risk Management Compliance CCM On-Demand Services Spectrum Service Deployment Model Cloud Application Services CCM Platform Services Private Cloud Public Cloud Hybrid Cloud Community Cloud Cloud Monitoring and Management Platform Infrastructure as a Service Cognizant CCM Practice CCM Partners Cloud 360 (Cognizant) Amazon AWS • CCM application development and management. • Integration with 3rd-party systems. • Flexible licensing & pricing. • Sizing and architecture. • Platform support. • Cloud monitoring and management. • Environment managed services. • Support helpdesk. • High physical and data security. • High availability (up to 99.9%). • Cost-effective infrastructure option. CCM On-Demand Advisory Services Cloud Strategy Business Case Cloud Vendor Evaluation Figure 7 cognizant 20-20 insights 7 Enterprise Cloud Strategy
  • 8. infrastructure vendors based on organizational/market dynamics. On-demand CCM allows printing/shipping vendors to easily integrate with Web-based access interfaces to render downstream communications distribution. Organizations can, if they choose, reengineer their infrastructure to a different on-demand vendor (globally) in a fraction of the time/effort required for in-premises “physical” transition. On-demand CCM ensures that the CCM platform is reachable across geographies, in compliance with local regulatory requirements, removing dependence on regional print and shipping vendors. • Balancing hierarchy and market-based sourcing: Flexible on-demand sourcing has enabled organizations to achieve the best of transaction cost economies. In-premises CCM implied that organizations were forced to treat CCM infrastructure as indispensable “highspecificity” assets meant to reside within an organizational hierarchy, thereby offering reduced incentives to sub-optimize customer communication processes. The advent of on-demand CCM has caused a paradigm shift, whereby infrastructure is rendered as a nonspecific asset which needs not be on premises. Therefore, the CCM on demand model commoditizes CCM infrastructure that can be sourced from the market, enabling organizations to optimize cost, sourcing mix and eventually to sub-optimize through economies of scale. In addition, government intervention in oncloud CCM is an evolving consideration. Prior to transitioning to the cloud, organizations should perform compliance analysis to ascertain the potential regulatory impacts. For example, HIPAA mandates audits of physical transaction data (inclusive of communications) – which are not viable in a cloud setup. Also, some governments insist that customer communications and other customer-centric data remain within national boundaries or within region-specific cloud data centers. Looking Ahead CCM on demand promises a dynamic, nonlinear model of growth for organizations looking to provide a cohesive customer experience. However, the considerations listed above warrant an organizational assessment in order to develop a viable CCM on demand strategy. Besides viable security concerns, organizations need to assess the “compliance universe” and the impact that on-demand CCM would have with respect to meeting regulatory requirements. CCM is a unique convergence of analytics, consumer behavior, ECM, imaging and CRM technologies. CCM’s evolution as a technology would continue to absorb emerging and institutionalized technologies such as on-demand to support an increasingly nonlinear model of organizational customer communications. Footnote 1 A Fortune 500 financial services organization had a disjointed customer communications landscape where CCM operations were disparately delivered by over 30 applications spread on 25 different platforms. This organization had to invest in a CCM application rationalization initiative to consolidate such operations to 15 applications, supported by five core optimized platforms in order to create a cost-effective, standardized and flexible platform. This platform is to support long-term mass marketing campaigns and ad hoc “tactical” communications initiatives. About the Authors Abhishek Kumar is a Manager within Cognizant’s Enterprise Content Management Practice. An IBMcertified information architect, Abhishek specializes in providing CCM and information consulting and business analysis services to international clients in insurance (claims payment, customer query processing and broker relations), banking (policy, customer query processing and collaboration) and other verticals. He has worked with large UK, U.S., Canadian and Malaysian banking and financial services majors in document and process management consulting domains. Abhishek’s experience encompasses landscape mapping and assessment for document/communications management, product evaluation and strategic ECM/CCM roadmap definition. He can be reached at Abhishek.Kumar@cognizant.com. cognizant 20-20 insights 8
  • 9. Sumit Uppal is a Manager within Cognizant’s Enterprise Content Management Practice. A solutions expert with 10-plus years of experience in the customer communication management (CCM) and content management (CM) space, Sumit has worked with multiple customers across North America and the EU to address their content management, multichannel communications, document composition, pre/post-composition solutions, enterprise reports management and document federation challenges. Prior to joining Cognizant, he worked with Cap Gemini and iGate–Patni. Sumit is currently responsible for solution design, project delivery and supporting presales activities. He can be reached at Sumit.Uppal@cognizant.com. About ECM Group Cognizant’s Enterprise Content Management (ECM) Practice is a “single point” practice with dedicated “Service Lines” to drive growth in various CCM/ECM product segments. With a large pool of qualified associates, the ECM Practice caters to customer communications management (CCM) business requirements by relying on its expertise in CCM products such as HP Exstream, EMC xPressions and Oracle Documaker. Over the years, the practice has helped organizations achieve competitive advantage through the efficient delivery of ECM/CCM development, support services and solutions. Cognizant’s partnerships with leading ECM/CCM solution providers facilitate exclusive access to knowledge base, technology consulting, product revisions, 24x7 support and various competence development and training programs. For more information contact us at ECMBD@cognizant.com. About ECM’s CCM Group Cognizant’s Customer Communications Management Practice is a team comprising consultants, solution architects, technical architects, leads and developers. The team’s experience spans versatile insurance sub-domains such as application processing, underwriting, claims processing and tracking, customer interaction and query processing. The practice has undertaken challenging assignments like communications strategy, product evaluation and roadmap design, design and development of enterprise platforms for communications management, platform consolidation and product migration. This team is cross-trained and certified on multiple products and technologies. The practice has a dedicated CoE that has alliances with various market leaders such as EMC xPressions, Thunderhead, Oracle Documaker and HP Exstream. The CoE is further dedicated to developing on-demand themed proof-of-concepts, approach and methodologies, best practices and frameworks. For speedier on-demand facilitation, Cognizant has developed a reusable, AWS-hosted CCM POC. Besides validating Cognizant's credentials as an effective on-demand implementation partner, this framework facilitates batch communications processing with various leading CCM product suites. We partner with leading on-demand service providers such as Amazon to host CCM solutions. Through such partnerships, we provide quicker on-demand facilitation and service requests for CCM on demand with a guaranteed high service availability of 99.9%. About Cognizant Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide and approximately 166,400 employees as of September 30, 2013, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant. World Headquarters European Headquarters India Operations Headquarters 500 Frank W. Burr Blvd. Teaneck, NJ 07666 USA Phone: +1 201 801 0233 Fax: +1 201 801 0243 Toll Free: +1 888 937 3277 Email: inquiry@cognizant.com 1 Kingdom Street Paddington Central London W2 6BD Phone: +44 (0) 207 297 7600 Fax: +44 (0) 207 121 0102 Email: infouk@cognizant.com #5/535, Old Mahabalipuram Road Okkiyam Pettai, Thoraipakkam Chennai, 600 096 India Phone: +91 (0) 44 4209 6000 Fax: +91 (0) 44 4209 6060 Email: inquiryindia@cognizant.com © ­­ Copyright 2013, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.