Smart Communications Named Leader in Customer Communication Management by Omdia

The report highlights leaders in the Customer Communications Management (CCM) space who are pushing innovation boundaries and delivering exceptional service

London and New York – June 4, 2024 – Smart Communications, a leading technology company focused on helping businesses engage in more meaningful customer conversations, announced today that it has taken one of the top spots in Omdia’s latest “Omdia Universe: Customer Communications Management, 2024” report.  

Personalizing communications through customers’ preferred channels has never been more important, as the era of digital communications continues to advance. Whether that channel be print, email, SMS, or the web, Smart Communications’ leading position in Omdia’s latest report shows the company’s deep understanding of customers and their needs.  

“Omdia Enterprise Insights 2024 shows that more than 28% of enterprises plan strategic investments in CCM, with a further 34% planning minor investments,” says Sue Clarke, Associate Senior Analyst at Omdia. “Smart Communications should appear on your shortlist if you are looking for a multi-tenant SaaS CCM solution, are in a highly regulated industry, and efficiency is an important factor.” 

The “Omdia Universe: Customer Communications Management, 2024” report highlights: 

  • Smart Communications’ strongest technology capability areas are content creation, core platform, and analytics. 
  • For SmartIQ users, analytics such as drop-off points, completion, and time to complete are available to help users find bottlenecks in their forms.  
  • SmartCOMM Usage Reporting provides users with self-service access to communication creation and volumes, allowing them to track the costs of their communications across different communication channels, types, and use cases. 
  • Analytics capabilities are provided, including Conversation History, which provides reporting and analytics on the metadata of all communications, tracking offer redemption, sales, offer acceptance, e-delivery signup, and other critical customer actions. 

“Smart Communications’ relentless pursuit of innovation distinguishes us from other vendors, and this report is yet another proof point reaffirming our leadership in the industry.” says Leigh Segall, chief executive officer of Smart Communications. “With the continued push towards personalization and two-way customer conversations, it is more important than ever to ensure your customers have the options they need, within the channel of their choice.” 

Smart Communications’ SmartIQ is a low code forms process automation solution that uses a unique combination of intelligent data collection, approval workflows, and digital outputs to transform traditional forms-based processes into incredibly fast, guided user experiences. SmartCOMM is the next-gen customer communications management product that delivers personalized interactive communications via every channel at a tremendous scale. Together, they power The Conversation Cloud™ platform which offers a robust set of capabilities designed to enable fully digital, end-to-end customer conversations including onboarding, workflow, collaboration, and content automation. 

Smart Communications’ recognition by Omdia follows similar praise from Aragon Research, which recently named the company as a Leader for Workflow and Content Automation (WCA) by Aragon Research for the fourth consecutive year. 

Download a complimentary copy of the Omdia report here. 

About Omdia:

Omdia, part of Informa Tech, is a technology research and advisory group. Our deep knowledge of tech markets combined with our actionable insights empower organizations to make smart growth decisions. To learn more, visit

About Smart Communications:

Smart Communications provides the platform that leading organizations trust to deliver personalized, consistent and compliant conversations across all touchpoints and channels. The Conversation Cloud™ consists of SmartCOMM, for enterprise-scale customer communications, SmartIQ for digital forms transformation and SmartDX for trade documentation. Over 650 enterprise organizations across the globe rely on Smart Communications to simplify and automate complex processes and deliver highly secure, frictionless experiences across the customer lifecycle. To learn more, visit