Conga Positioned as a 2020 SPARK Matrix Leader for Customer Communication Management by Quadrant Knowledge Solutions
The Quadrant Knowledge Solutions SPARK Matrix™ includes a detailed analysis of global customer communication management market dynamics, major trends, vendor landscape, and competitive positioning. The study provides a competitive analysis and ranking of the leading customer communication management vendors in the form of its SPARK Matrix, providing strategic information for users to evaluate different vendor capabilities, competitive differentiation, and market position.
The customer communication management market is currently transitioning from early adoption to the rapid growth stage of the overall product lifecycle. While customer communication management has essentially been around for several years, the current advanced solutions powered by robotic process automation, advanced analytics, artificial intelligence, and machine learning is increasingly gaining market traction across industry verticals and various geographical regions. Businesses around the world are turning to customer communication management solutions to effectively navigate their way through the global pandemic by ensuring that the communication between the customer and organization is streamlined and managed across evolving channels, and that the organizations are remaining competitive through their pursuit of engaging with the customers, through the entire customer lifecycle.
Driven by the impact of Covid-19 on the global economy, major industries across diversified areas, are facing significant challenges and a negative growth rate. Covid-19 has also impacted the market for overall digital transformation and enterprise software, including the customer communication management (CCM) technology market. Despite of the fact that the majority of the technology market is witnessing negative growth due to the on-going pandemic across the global regions, the market growth for customer communication management platforms still has a positive trend in the year 2020, and in the subsequent year as well. This positive trend is the result of the majority customers managing their personal and professional life by working from home and engaging more on different digital mediums and devices for their communication needs. Global customer communication management vendors thus continue to gain significant market traction with direct inquiries from various organizations across industries and their partner networks.
According to Pallavi Bothra, Analyst at Quadrant Knowledge Solutions, “Conga, with its comprehensive end-to-end digital document transformation and customer communication management platform, equipped with AI-driven and end-to-end communication cycle management, has received strong ratings across the performance parameters of technology excellence and customer impact, and has been positioned amongst the technology leaders in the 2020 SPARK Matrix of the customer communication management market.”