Jan. 19 2021 07:18 AM

The study evaluated 20 key vendors in the global CCM market, analyzing short-term and long-term growth opportunities, emerging trends in technology and future market outlook

Messagepoint Inc. has been recognized as a 2020 SPARK Matrix™ Technology Leader by global research and consulting firm, Quadrant Knowledge Solutions, for its SaaS-based customer communications management (CCM) solution that enables organizations to enhance the customer experience with optimized communications. The CCM study from Quadrant Knowledge Solutions evaluated 20 key vendors in the global CCM market, analyzing short-term and long-term growth opportunities, emerging trends in technology and future market outlook. It recognized Messagepoint as a leader in technology excellence and customer impact.

“Messagepoint has secured strong ratings across the performance parameters of technology excellence and customer impact and has been positioned among the technology leaders in the 2020 SPARK Matrix of the customer communication management market,” said Pallavi Bothra, analyst at Quadrant Knowledge Solutions. “Messagepoint’s solutions are differentiated by its AI engine, MARCIE, which powers unique content migration and optimization capabilities; and its advanced content sharing and management capabilities, which provide powerful cross-channel control for complex and highly personalized content.”

Quadrant recognized several unique differentiators of Messagepoint’s CCM solutions that are purpose-built to handle the complexity of regulated, personalized omnichannel customer communications. These include:

  • Messagepoint Advanced Rationalization and Content Intelligence Engine (MARCIE), which leverages artificial intelligence, machine learning and natural language processing to enable organizations to intelligently migrate, optimize, author and manage the complex, personalized content that is the foundation of customer communications
  • Rationalizer, a solution that leverages MARCIE to simplify content migration by making it easy to get content off legacy systems and into modern environments
  • The platform’s advanced content sharing capabilities, including Variation Management and SmartText, which enable the reuse of content fragments through multiple communications and channels while centralizing control and change management

Additionally, Messagepoint seamlessly integrates with existing digital delivery platforms that include Salesforce® Journey Builder, other CCM tools and other print composition capabilities, enabling the platform to act as an intelligent content hub for complex customer content across all channels.

“We are honored to be cited as a Technology Leader in Quadrant Knowledge Solutions’ SPARK Matrix CCM 2020 report,” said Steve Biancaniello, CEO of Messagepoint. “We recognized early on the impact AI-powered capabilities would have on customer communications and how our AI solutions could vastly enhance content operations and the customer experience. When incorporated into a centralized CCM platform, companies now have the ability to democratize expert knowledge in a meaningful way. As a result, they can manage their content more efficiently, while also optimizing that content to improve everything from reading levels to content sentiment and brand alignment, resulting in not only an improved customer experience, but also an increase in customer trust.”

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