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Proving again that no category of software should go without extensive scrutiny, Forrester Research presents its latest report on the state of Document Output for Customer Communications Management (DOCCM).

First of All, What is It?

According to Forrester, Document Output for Customer Communications Management (DOCCM) is defined as:

Software used to compose, format, personalize, and distribute content to support physical and electronic customer communications and improve the customer experience.

Another way of thinking about DOCCM is in terms of content types. Examples of DOCCM content types include letterhead, invoices, correspondence, marketing materials, policies, statements and welcome kits.

The author of the report, Craig Le Clair, goes on to further break down DOCCM into three categories related to processes:

  1. Structured Output: Documents that run in batches and in large volumes, e.g. phone bills
  2. Interactive Output: Combines custom content or data with a preset structure, e.g. a person filling out a template
  3. On-Demand Output: Content created in response to events across multiple channels, e.g. the completion of a phone survey generates a report

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DOCCM Categories and Applications

Evaluation Criteria

The products evaluated as part of this research report were measured against 36 criteria. Those criteria are grouped into three categories:

  1. Current Offering: The most recent version of each vendor's software product was evaluated across the three processes described above (structured, interactive, on-demand).
  2. Strategy: The roadmap for each product was reviewed to determine what the future holds for each product and where the vendors plan to take each offering.
  3. Market Presence: Forrester looked at multiple indicators including installed base, revenue growth and partnerships.

The Competitors

Forrester compared the following 12 vendors as part of the report:

  • Adobe Systems
  • Aia Software
  • Elixir Technologies
  • EMC Document Sciences
  • GMC Software Technology
  • Hewlett-Packard
  • Isis Papyrus Software
  • Newgen
  • OpenText Software
  • Pitney Bowes
  • Thunderhead
  • XpertDoc Technologies

The Results

Based on the results of the evaluation process, Forrester divided the 12 vendors above into three categories:

Leaders

  • Hewlett-Packard
  • EMC Document Sciences
  • Thunderhead
  • Pitney Bowes
  • Adobe Systems
  • GMC Software Technology

Strong Performers

  • OpenText Software
  • Isis Papyrus Software
  • Aia Software
  • Elixir Technologies

Contenders

  • XpertDoc Technologies
  • Newgen

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Overall results

The full report is available from Forrester.