The new upgraded CCM product from EDC is now available. In collaboration with our technology partners, Quadient, our CCM now boasts a set of enhancements that boost customer experience and efficiency at the same time. The latest release adds intelligent forms, interactive video, AI content tools, plug-and-play integrations, and enhanced user experience. All designed to help high-volume communicators create faster, more personal, and fully compliant messages. Read on for a brief description of the new features and how they can benefit your organization.
1. Intelligent forms automation
Paper-based or PDF forms slow onboarding and open the door to data errors. The new iForms module lets non-technical teams translate business rules into digital forms without code. Data captured in the form can move straight into your CMS, removing repetition and manual uploads.
Business benefit: shorter turnaround times, cleaner data, and a smoother first impression for customers.
2. Interactive personalized video communication
Text alone can struggle to explain a policy, a fee structure, or an energy bill. The EDC CCM now supports interactive personalized videos that combine customer data with visual storytelling. Viewers can click within the video to explore details.
Business benefit: higher engagement, fewer document-related calls, and a memorable brand experience.
3. AI-Powered content tools
Quality and compliance often hinge on manual review cycles. We are introducing several AI helpers to ease the way:
- AI scripting assistant drafts boilerplate paragraphs and suggests concise alternatives.
- Sentiment and readability scores flag language that may confuse or frustrate readers.
- Automated accessibility checks repair common issues so documents work with screen readers.
Business benefit: faster approvals, reduced editing effort, and improved accessibility across every channel.
4. Plug-and-play integrations
Customer data lives in many systems. The new version of CCM widens the connector library so you can:
- Pull live data from Salesforce to personalize templates and build real-time journey maps.
- Embed DocuSign e-signatures directly in documents and cut signature cycles from days to minutes.
- Sync with Guidewire and Duck Creek insurance cores for accurate, timely claims and policy communications.
Business benefit: true single-source personalization without duplicate data entry.
5. User experience enhancements
The upgraded user interface streamlines everyday tasks with a cleaner layout and more intuitive workflows. Non-technical users can locate templates, edit content, and approve changes in fewer steps, reducing training time and boosting adoption.
Business benefit: quicker onboarding for staff, fewer errors during template edits, and higher overall productivity.
What It Means for Organizations in the Region
The five upgrades combine to deliver a simple equation: more relevant communications with fewer manual touchpoints. Intelligent forms reduce the paperwork burden, personalized video improves understanding, AI tools shorten review cycles, integrations keep data in sync. Organizations gain speed, cut operating cost, and strengthen regulatory confidence without a disruptive, full-stack replacement.
With customer expectations continuing to rise, and static communication tools struggling to keep pace. This new version of CCM delivers a practical set of upgrades that help organizations communicate faster, smarter, and at scale.
Talk to an EDC expert to find out more about how CCM can take your organization forward.
