Author : Amardeep Kumar
Director - MCCCM

Amardeep heads the Multi-Channel Customer Communications Management (MCCCM) practice for Espire. He has overall 13 years of industry experience in various roles, with 9 of those being exclusively in the Customer Communications domain. He brings an in-depth knowledge of the latest advances in MCCCM tools and technologies, deployment procedures and best practices in MCCCM and, has hands-on expertise with leading MCCCM technologies from Pitney Bowes, HP, GMC & Doxee.

Experience the power of smarter communication with Pitney Bowes

Customers today are looking for a more relevant, contextual and personalized experience in real-time. They demand accessibility across all customer touchpoints according to their convenience and choice. For businesses to be successful, this has become a challenge to reach the connected customers in a more meaningful way and delight them across the customer journey and keep them loyal to the brand. This requires having a real-time insight into customer's complicated journey to deliver engaging and personalized messages across all touchpoints. Such in-depth and real-time understanding about customers creates new avenues for deeper customer relationships and brand loyalty which is mutually beneficial to both the customer and the business.

Customer Engagement Solution- Uncovering Customer Insights

With a team of over 16,000 dedicated professionals internationally, Pitney Bowes helps clients deliver impactful communications to their customers. It delivers client-centric solutions to help businesses utilize their transactions and interactions to truly connect with customers in a meaningful way. With true precision and accuracy the company is enabling billions of digital transactions to connect the vast world of digital commerce. Pitney Bowes with its Customer Information Management arms clients with insightful data and appropriate tools to explore customer preferences and behaviors in details- cementing new relationships with targeted and effective messages across different platforms.

Pitney Bowes' Customer Engagement solutions offers clients with deep understanding and insights into customer behavior across entire customer journey in order to deliver consistent, contextual and personalized digital interactions in real-time. It leads to a transformation in customer engagement- converting inconsistent interactions into a well targeted and channelized communication. The solutions are aimed at uncovering insights about customers for businesses to target them with the right solutions at the right time. It delivers critical servicing and marketing communications across all digital and traditional touch points.

EngageOne Converse & EngageOne Digital Self Service

With EngageOne Converse chatbot service and EngageOne Digital Self Service, the company offers its clients to provide self-service facility to their customers at a time when impatient customers demand quick and high paced delivery. With self-service, clients can reach to their customers with tailor-made solutions on different platforms to address their queries and service needs. The chatbot technology helps businesses exceed customer’s expectations by streamlining service and customer engagement in a pace that meets customer’s urgency. It helps deflect customer frustration due to slow response rate and reduces costs by eliminating repetitive and time-consuming tasks leading to enhanced customer satisfaction. It unburdens call center agents and give customers precisely what they need and in a pace that suits them.

EngageOne Video - Transforming Customer Interactions

Pitney Bowes offers EngageOne Video solutions to offer superior customer experiences. Such personalized videos allow clients to offer unique, relevant and real-time experience to customers with compelling and delightful content. It leaves a strong impression upon the customers by educating, informing and inspiring them and hence streamlining customer service. Right messaging with videos helps acquire new customers and grow existing relationships.

Customer Communication Platform- Delivering Personalized Communication

Espire leverages Pitney Bowes' market leading customer communication platform to ensure personalized, omni-channel, interactive and automated customer communication. This is well aligned with Espire's commitment to empower businesses with our customer journey mapping and digital transformation initiatives, powered by our fully-integrated Customer Engagement Hub model. Pitney Bowes’ customer communication platform along with their marketing automation and legacy modernization frameworks deliver superior customer experience driving competitive advantage for global clients.

Espire, being a digital and CX transformation expert in partnership with Pitney Bowes and leading CCM providers, is enabling business worldwide to take complete charge of the complex customer journey. We leverage on Pitney Bowes products such as DOC 1 series, EngageOne, Emtex , e2 Vault, Spectrum to deliver engaging and relevant multi-channel customer communications solutions for customers.


Designed a self-service portal to improve time to market for a leading European Insurance Holding Company

Espire set up a Service Portal using Quadient Interactive for a leading Insurance Company in Europe - that focuses on Customer experience & driving personalized communication, which provided interactivity to the service agents in updating the documents whenever required by directly using the service portal.

Delivering multi-channel personalised CX for a leading government-owned electricity & gas distribution company in Singapore

A leading government-owned electricity and gas distribution company in Singapore, which specializes in providing sustainable energy solutions to all its customers required to upgrade OpenText Exstream from v9 to v16 for facilitating seamless customer communications across all touchpoint, needed to upgrade all supporting components like Exstream Designer, Design Manager, License Server, Live Editor and Command Center for efficient support, patches and upgrade

Enabling Seamless Cross-Channel Customer Experience for a Global Telecom Service Provider

The brand was using Pitney Bowes Legacy CCM suite for generating utility bills for >100, 000 customers, segregated in 9 bill cycles. Changing business requirements demanded an automated bill generation mechanism, existing application unable to manage communications for a large customer database, leading to reduced data credibility, 'miss-outs' and communication delays

Streamlined print management & workflows to improve digital customer communications management for a leading postal services brand

Espire studied the customer's key business bottlenecks and deployed scalable Quadient-based solutions to fast-track business outcomes, Leveraged Inspire Designer to develop one-single platform for the CCM application & Replaced different composition tools with Inspire Designer and successfully carried out multiple migrations, which included Doc1 Series 4 and 5 applications, FormScape, Solimar applications to Quadient Inspire

Manufacturing insights technology solutions for the manufacturing sector to achieve total experience

Manufacturing companies can maximize their growth potential by investing in scalable technology solutions to elevate employee experience, optimize business processes for driving operational experience, improve customer service and digital experience, to achieve digital transformation and total experience

Top 5 benefits of digital insurance fast track your digital journey and bolster growth in 2022

Digital Insurance has empowered the insurance and reinsurance industry streamline key business operations like premium calculations, claims management, customer communications and customer data storage etc, thereby enabling leading companies to deliver unmatched customer experience, business experience, employee experience, multiexperience and user experience at scale

Top 5 digital trends for CCM providers to bolster growth in 2022 and beyond

Digital communications (CCM) service providers are constantly evolving and adding new technology capabilities to meet the dynamic demands of the customers. This blog enlists the top 5 digital trends for CCM Service Providers in 2022 and beyond for maximising profits and driving growth

Top benefits of automated reinsurance to fast track business growth

Reinsurance is the practice of different insurance companies purchasing multiple insurance policies to share the risk and reduce their loss in case of a calamity. Automated reinsurance helps leading brands in the insurance industry simplify key processes while reducing operational costs and facilitating seamless audit management.

Driving tech innovation for logistics and supply chain industry to boost growth and sustainability

With the burgeoning growth of digitalization, businesses in the logistics sector are deploying state-of-the-art technologies like AI, IoT and Blockchain to streamline operations and drive impeccable customer experiences. Supply Chain Optimization helps brands leverage cutting-edge technology to deliver goods and services that are aligned with their unique customer needs, enabling them to derive process efficiency and greater profit margins.

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