Eclipse Customer Communication Management as a Service (CCMaaS) platform
Originally founded as a service provider, Eclipse has transformed into a software development company specializing in CCM-specific hosted managed services. As one of the first to offer cloud-native CCM capabilities, Eclipse has established its expertise in hosting, customer onboarding, integration, and cloud deployment. Most of its customers are large enterprises active in regulated B2C markets including banking, financial services, insurance, utilities, and the public sector, but these are not its only clients. Eclipse is also appealing to B2B companies and many other smaller organizations with less stringent regulatory requirements that nonetheless understand they must improve their customer communications.
Eclipse’s major differentiator is its strong cloud-native CCMaaS (CCM as-a-service) solution. It’s designed to run on Azure Kubernetes Service (AKS) and is highly scalable in “docker containers”. The fully-managed software is available in the cloud 24/7 and clients are billed based on consumption. Easily integrated with legacy systems and back-office functions, it accelerates the adoption of a pervasive digital culture within client organizations while offering users centralized communications control so they can share data and engage customers in a positive and consistent manner throughout the lifecycle and across all channels and touchpoints. Likewise, this CCMaaS unites development and operations on a single platform and has a dedicated user interface for business users, allowing them to create, manage, and approve content and omni-channel scenario’s.
In the background, CCMaaS leverages market best practices for batch & ad-hoc or guided-interview type communications for call center agents or customer-facing business users. Complete with its own workflow advancements (to better develop or embed customized functions) and forms solution, the company offers a robust, end-to-end platform that gives enterprises access to leading CCM technology in a fully managed environment. The fact that Eclipse fully controls the environment is important for enterprises that want to move to SaaS but have customized requirements that cannot typically be easily managed by pure SaaS vendors. The platform comes with digital output, electronic signatures, WCAG requirements, payment solutions, QR-codes and a detailed dashboards & control enters.
It can also transform large amounts of data into specific document formats at high speed and is easily scalable depending on actual throughput. Eclipse’s CCMaaS features omni-channel distribution, including SMS and WhatsApp, as well as personal and voice messages across transactional and marketing communications in batch and on-demand. Scenario management allows users to pre-define processes with “What if?” and “if then” action triggers so they can keep journeys running smoothly through all output channels, but if they prefer, clients can completely outsource scenario management. Finally, Eclipse’s CCMaaS gives users deeper control and insight through detailed feedback data in real-time. It logs all processes in the Azure environment, offering businesses a bird’s eye view of individual customer interactions at every point in the journey.
- Cloud native: The Eclipse Customer Communication Management as a Service (CCMaaS) platform is a fully integrated, secure, end-to-end, cloud-native (Azure AKS) Customer Communication Management platform.
- Hosted Managed Service: is offered as a Hosted Managed Service, making implementation processes much more efficient and significantly reducing time-to-market. Thanks to this delivery model, and our Subscription based / Pay-as-you-go model, we can offer our technology much more flexibly and with very competitive pricing.
- Control and insights: With real-time control and management information functionality, we offer customers continuous control over the end-to-end communication process, from templates and content to output and distribution. Our customer portal and control center provide full insight and control over all production processes for both adhoc (interactive documents), on-demand (time-critical such as OTP one-time passwords) and transactional batch processing.
- Flexibility and Integration: Eclipse offers a multi-tenant environment for fast and cost-effective implementation. It integrates seamlessly with customer systems and facilitates efficient communication via channels such as mail, e-mail, SMS, WhatsApp and custom web environments.
- Usability: With CCMaaS, business users can manage templates, content and communication scenarios themselves, which was previously the responsibility of the IT department.