Customer communication management (CCM), also known as omnichannel customer engagement, refers to a convergent set of information technology solutions that enable organizations to manage every aspect of customer communication, including content creation, personalization, multi-channel distribution, and archival, with a single integrated system.

CCM provides a centralized platform that connects an organization’s enterprise and core applications, web modules, portals, customer relationship management systems, etc., and automates the delivery of communications across multiple engagement channels, including email, print, SMS, WhatsApp, and other social media platforms.

It helps organizations to personalize communications based on the customer’s profile, interests, and behavioral patterns and to share targeted communications on their preferred channels. Furthermore, business users can track each communication sent to customers across multiple channels. Users can analyze their customers’ actions by monitoring open rates, click-through rates, and bounce rates. This helps businesses gain a 360-degree view of all the communications sent from different departments and their customers’ respective responses.