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GMC Software (Boston), a provider of customer communications management (CCM), has announced the general availability of GMC Inspire R11 (Release 11). Published after 20 months of development, the new version includes more than 500 new enhancements and 25 major new features, according to the vendor.
GMC characterizes Inspire R11 as having been developed in response to the cross-industry need for a solution that enables business-wide collaboration, visibility throughout the customer journey, and the ability to take immediate action to improve the customer experience.
Among the enhancements, GMC Inspire R11 contains what the vendor claims is the first-ever cloud-based Customer Experience (CX)/CCM collaboration tool, the first example of a CCM solution offering integrated customer journey mapping technology, and the first mobile software development kit (SDK) to deliver customer communications as a mobile service. The vendor describes key enhancements as follows:
- GMC Inspire R11’s cloud-based CX/CCM collaboration tool allows for social commenting on every cloud application, which helps keep the lines of communication open throughout the asset development and delivery process. This level of collaboration was developed to help enterprises, and the service providers that serve them, maintain brand integrity throughout the customer journey; provide customer service representatives with relevant upsell and cross-sell opportunities; and accelerate changes and approvals to documents within pre-set limits, without IT involvement.
- GMC Inspire R11’s integrated Customer Journey Mapping, which was included in Gartner’s June 2016 Market Guide for Customer Journey Analytics, is a cloud-based solution that makes it easy to connect to any third-party tools and data sources. The technology breaks down the silos between communication projects managed by different teams and serves as a powerful decision-making tool, allowing CX and marketing executives to review and take action to improve their organization’s entire portfolio of CCM assets through a single web interface.
- The solution’s SDK, GMC Inspire Mobile Advantage, makes it possible to create a responsive, interactive and regulatory compliant mobile experience with little reliance upon IT or external support.
“The new features and enhancements in GMC Inspire R11 address the momentous shift in the marketplace and in the CCM industry as a whole,” comments Tamir Sigal, CMO, GMC Software. “Today everyone within an organization is being held responsible for creating the most positive customer experience possible. R11 enables stakeholders throughout the organization to take part in the process of CX transformation.”