What is DOCCM?

DOCCM is Document Output for Customer Communications Management

A Forrester report entitled "Document Output For Customer Communications Management, Q1 2014" (see here for an excerpt) explored the capabilities of a sample of vendors and products in a very specific sector of the Document Automation space.

The Forrester report defined DOCCM as "Software used to compose, format, personalize, and distribute content to support physical and electronic customer communications and improve the customer experience" and suggested that document output needs can be divided into structured, interactive, and on-demand processes defined as follows:

  • "Structured Output runs in batches, often in large volumes. Structured output is scheduled, consistently formatted, and sent as part of a service relationship (much like phone bills and brokerage statements); it also includes batch digital or offset print runs".
  • "Interactive Output marries custom content or data with preset structure. Interactive output requires the human touch, often matching variable customer data with structured forms or templates, providing a more individualized output; examples include customer correspondence and negotiated documents like group insurance policies or derivative and margin contracts".
  • "On-Demand Output is triggered by multichannel requests. Events from the Web, fax, phone, email, transactional systems, or enterprise applications drive on-demand output, and on-demand events may also be initiated by a human being via a keystroke, as in call center correspondence".

ActiveDocs Opus and DOCCM

ActiveDocs Opus is an industry leading Document Automation solution for a broad range of document automation applications including customer, supplier, partner, and human resource communications. Look here to see why ActiveDocs Opus is a highly capable DOCCM solution.


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