Kofax Acquires Customer Communication Firm

Kofax Limited, a provider of smart process applications that simplify and transform the First Mile of customer engagements, has acquired Aia Holding BV, a provider of customer communications management (CCM) software. Here’s why they went after this company:

Aia’s CCM software helps organizations manage interactive and ad hoc customer correspondence both electronically and on paper, enabling them to address evolving needs faster and increase the effectiveness of their customer communications. The user-friendly, flexible and agile platform leverages data from other business applications, enabling organizations to create personalized, customer-driven letters, contracts and other documents with minimal IT effort. Aia software is in use at more than 400 customer focused organizations across the globe, including ABN Amro, Allianz, Legal & General and LeasePlan.

Aia’s CCM software will be seamlessly integrated with Kofax TotalAgility and continue to be offered on a standalone basis. The addition of CCM to TotalAgility’s capture, process management, information integration, analytics, e-signature and mobile capabilities will significantly strengthen the value of Kofax’s smart process applications and their competitive differentiation and advantage.

Forrester Research reported: “For years CCM has been pegged as a back-office operation that produces statements and bills. Now, customer experience demands have thrust CCM into a major software category supporting the growing and diverse content that enterprises must assemble and deliver to customers.”

Gartner estimates that CCM software was a $910 million market in 2014 and expected to grow at a compound annual growth rate of 11% to $1.2 billion in 2017.  Gartner attributes this growth to be driven by customer communications going digital, contextualized and consumed on demand via multiple channels, including the Web, mobile devices and social media. The research also highlighted a shift from in-house-developed CCM solutions to packaged apps as part of a strategy for customer experience management and digital marketing.

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