IDC MarketScape for CCM 2026 | Smart Communications

What You’ll Learn from the Report

Overview of the Customer Communications Management market and value

Uncover essential capabilities to future-proof your strategy

Why Smart Communications is named a Leader for capabilities and strategy

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"Upper midmarket and enterprise organizations should consider Smart Communications for compliant, multichannel communications. Conversation Cloud is a scalable solution offering end-to-end capabilities from creation to archive. Processes integrate PII, PFI, and PHI into key customer engagements, and orchestration and SmartPATH's adaptive failover resolution should appeal to organizations looking to strengthen the delivery of compliance-critical communications."

– Amy Machado, Research Director, Content and Knowledge Discovery Strategies at IDC

A Sneak Peek Inside

What to look for in a modern CCM platform, including a content-first authoring experience, omnichannel delivery, and integrated digital forms and data collection capabilities that streamline customer engagement while reducing manual effort and operational complexity.
How to evaluate a CCM platform that balances AI innovation with governance and control, including capabilities such as AI auditability, content traceability, and automated template management to support the next generation of intelligent customer communications.
Why it is important to consider a scalable cloud-based CCM solution that leverages your existing partner network and API accelerators for shorter implementations.
Learn more about the CCM market and how to modernize to meet customer expectations by watching this informative webinar with IDC MarketScape analyst, Amy Machado.

Source: "IDC MarketScape: Worldwide Intelligent Customer Communication Management 2026 Vendor Assessment", September 2026, IDC #US54131626.

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles. Vendor year-over-year growth rate relative to the given market is indicated by a plus, neutral or minus next to the vendor name.

Named a Worldwide CCM Leader in the IDC MarketScape!

What You’ll Learn from the Report

Insights from 15+ partners & analysts!

A Sneak Peek Inside

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