For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in print and, increasingly, in digital-first formats. Intelligent document processing (IDP), on the other hand, was developed to manage the opposite — inbound documents, forms and images — extracting vital data and routing it into enterprise systems.
Today, those lines are blurring, becoming less clear. Organizations no longer view CCM and IDP as separate tools, but, rather, as components of a unified document and communications management ecosystem. The merging of these technologies is transforming how corporations and service providers handle customer communications and document accessibility.
