Key Findings & Highlights:

The market for multi-channel CMS is changing, driven by a number of trends. These include:

• the widespread use of ecommerce, social media and email across demographics in first world countries; requires companies to develop strategies to address the challenges of multiple channels
• the need to better understand individual channel protocols
• improvements to the customer experience; responding to queries/complaints either in the channel by which the customer first interacted or the most convenient channel for the customer
• the need to conform to regulatory requirements, where voice interactions require a confirmation by either email or letter
• companies looking for vendors to cope with the complexity of integrating multiple channels
• the increased focus by organizations on social media; the challenge now includes effectively integrating findings and interactions from social media into other channels within the organization
• clients looking to predict scale requirements of more traditional channels with insight gathered through online communities and mainstream social sites
• improvements in brand perception from having a presence through multiple touch points.

This report will investigate the impact of these trends on the global multi-channel CMS market, to identify both the precise change in customer requirement and the change in vendor offerings and delivery capabilities that are being put in place to respond to these requirements.