Smart Communications

Connect customer interactions across channels to help regulated enterprises deliver faster, more consistent, and compliant customer experiences.

Helps organizations collect accurate information, automate form processes, and deliver convenient digital experiences.

Helps regulated enterprises deliver personalized, compliant communications at scale while streamlining workflows and reducing reliance on IT.

Helps enterprises reduce manual work, improve journey completion, and coordinate timely customer interactions across channels.

Modernize archiving, reduce reliance on legacy systems, and provide fast, governed access to records at enterprise scale.

Simplifies trade documentation, reduces manual work, and improves visibility across complex documentation processes.

Simplifies legacy CCM migration through automated communication analysis and conversion, helping reduce migration time, cost, and complexity.

Get started faster, connect enterprise systems, and improve customer conversations with implementation, migration, integration, and training support.

Capabilities to design, personalize, deliver, and govern customer communications across print and digital channels to ensure consistency, compliance, and efficient workflows.

Products: Customer engagement platform, SmartCOMM, Migration Studio, Professional Services

Form creation, automated routing and workflow orchestration to digitize processes, reduce manual tasks and capture structured data.

Products: Customer engagement platform, SmartIQ

Capabilities to connect siloed data and orchestrate end-to-end customer and employee journeys across channels to optimize outcomes and reduce friction.

Products: Customer engagement platform, SmartPATH™

Helps enterprises securely retain, govern, search, and retrieve customer communications and documents using immutable records, retention policies, access controls, and audit trails.

Products: Customer engagement platform, SmartHUB

Supports investment banking and capital markets teams in creating and negotiating trade and relationship agreements from approved templates, tracking documentation progress, and capturing agreed terms for downstream systems.

Products: SmartDX

Customer engagement platform

Smart Communications’ customer engagement platform is designed for regulated enterprises. It unifies guided customer data collection, personalized and compliant communications, digital interaction orchestration, and secure document archiving to connect customer journeys. The platform includes compliance-ready AI, open APIs and pre-built connectors, governance controls, and enterprise-grade security.

• Capture Accurate Customer Data
  Guide customers through digital forms and workflows that validate information and support accurate data capture.
• Deliver Personalized Compliant Communications
  Create and deliver personalized communications across channels with controls that support compliant, consistent interactions.
• Coordinate Journeys Across Channels
  Route messages across channels with automated failover to support connected customer journeys.
• Maintain Compliant, Auditable Interactions
  Apply audit trails, version control, and governance controls to support compliance and traceability across customer communications.
• Retrieve Governed Records Securely
  Store customer documents and data centrally with secure retrieval and self-service access.
• Accelerate Auditable Content Work
  Accelerate content creation, translation, and optimization while maintaining visibility and traceability of AI-assisted changes.
• Connect Existing Enterprise Systems
  Integrate with existing enterprise systems through pre-built connectors and open APIs.
• Protect Sensitive Enterprise Data
  Protect sensitive data with enterprise-grade security and certifications including SOC 2 and ISO 27001.

SmartIQ

SmartIQ is a low-code enterprise forms management and automation solution for digitizing data collection and form-based processes. It transforms paper forms, PDFs, and manual data entry into guided digital experiences, with tools to prefill and validate information, automate workflows, and connect collected data with core systems. Business users can create and maintain forms, while centralized management, role-based authorization, and testing environments support governed changes across the enterprise.

• Guide Users Through Relevant Questions
  Adaptive forms tailor questions to user responses and workflow rules, helping people provide the information required for their situation.
• Collect More Accurate Data
  Prefilling known details and validating information at entry helps reduce incomplete submissions, inconsistencies, and downstream data cleanup.
• Let Business Teams Build Forms
  Non-technical users can create and update forms and processes, giving business units more direct control.
• Route Submissions Through Workflows
  Automated routing and approvals move information to appropriate stakeholders and provide status updates.
• Connect Forms To Core Systems
  Exchange data between forms and existing systems to reduce manual rekeying and support downstream workflows.
• Complete Forms Across Devices
  Responsive forms and pause-and-resume functionality support completion on users’ preferred devices.
• Capture Documents And Signatures
  Users can provide supporting files and complete signature steps within digital form processes.
• Manage Forms Across The Enterprise
  Maintain forms across business units, reuse shared content, and control who can make project changes.
• Protect Sensitive Form Data
  Security capabilities and access controls support protection of sensitive information and controlled access to forms and projects.
• Test Changes Before Release
  Use distinct testing and production environments to refine form changes before making them live.
• Scale Form Automation Across Teams
  The SaaS architecture supports enterprise-wide form automation, with managed releases providing product updates and security enhancements.
• Monitor Form Activity And Status
  Analytics help teams examine form usage and optimization opportunities, while notifications provide process updates.
• Adapt Forms To Brand And Language
  Branding options and translation support tailor form experiences to organizations and users.

SmartCOMM

SmartCOMM is a cloud-based customer communications management solution for enterprises, particularly in regulated industries. It helps business users create, manage, personalize, and deliver interactive communications through customers’ preferred channels at scale. The platform supports batch and on-demand production, centralized templates and content, compliance workflows, and integrations with enterprise systems.

• Create Personalized Communications At Scale
  Generate tailored communications from business data and customer profiles to deliver relevant, consistent messages.
• Reach Customers Across Their Preferred Channels
  Create communications for physical and digital channels, accommodating customer preferences and evolving channel needs.
• Maintain Control Over Compliant Communications
  Keep regulatory language consistent and track communication changes through defined review and approval processes.
• Give Business Users Control Over Updates
  Enable business users to manage approved templates and content, helping teams update communications more quickly.
• Automate Document Production At Scale
  Generate consistent, personalized documents in batch or on demand, reducing manual work.
• Scale Communication Operations Reliably
  Use infrastructure designed for enterprise scale, ongoing updates, and disaster recovery.
• Turn One-Way Messages Into Conversations
  Create interactive communications for two-way engagement and targeted correspondence when needed.
• Connect Communications To Enterprise Systems
  Integrate communication workflows with enterprise platforms so business data can support personalized document creation.
• Improve Communication Quality With AI Assistance
  Support clearer communications through AI-assisted readability, tone, formality, translation, and content optimization.
• Choose A Deployment Model That Fits
  Select a pure-cloud or hybrid option to align deployment with organizational requirements.
• Simplify Legacy Communications Migration
  Use migration utilities and testing processes to convert legacy communications and reduce duplicated template content.

SmartPATH™

SmartPATH is a cloud-based omnichannel orchestration and delivery solution for enterprises, particularly those in regulated industries. It helps teams design, automate, and optimize customer journeys across email, SMS, RCS, WhatsApp, digital, and print channels. Low-code tools, configurable AI agents, automated follow-ups, channel failover, and prebuilt integrations coordinate communications and actions across existing systems. Real-time tracking and governed workflows provide visibility and control as customers move through their journeys.

• Coordinate Journeys Across Every Channel
  Connect communications, forms, digital interactions, and follow-ups in coordinated journeys that help customers progress without losing context.
• Route Messages And Recover Failed Delivery
  Use channel logic and automated failover to help deliver messages through an appropriate channel when a preferred path fails.
• Capture Customer Responses Through Two-Way Messaging
  Enable direct customer responses, including SMS data capture, to inform the next journey action.
• Design And Adapt Workflows With Low-Code Tools
  Configure workflows visually and let business users test and update communication flows with less reliance on IT.
• Automate Follow-Ups And Route Exceptions
  Automate reminders when customers have not completed a step and route exceptions for human attention.
• Maintain Control Across Automated Journeys
  Apply approved content, business rules, governed data, and exception paths to support accountability and compliance controls.
• Automate Interactions Within Governed Workflows
  Configure AI agents to support customer interaction management within defined, compliance- and brand-aligned workflows.
• Adapt Self-Service Steps To Customer Behavior
  Adjust the next self-service step based on behavior and route customers to assisted service when appropriate.
• Connect Existing Systems With Prebuilt Integrations
  Coordinate workflows with existing systems and other Smart Communications products through preconfigured integrations and connection options.
• Track Journey Progress And Customer Responses
  Monitor activity and completion to identify where follow-up or service intervention may be needed.
• Scale Journeys And Transaction Volumes
  Support complex workflows and increasing transaction volumes as communication needs grow.

SmartHUB

SmartHUB is a cloud-based, multi-tenant digital archiving solution for securely storing, governing, and retrieving large volumes of customer communications, documents, and data. It provides immutable, audit-ready records, configurable retention policies, access controls, metadata management, and fast search and retrieval. SmartHUB integrates with SmartCOMM, SmartIQ, ERP and CRM systems, and other enterprise applications through flexible APIs. Its scalable architecture supports high-volume archiving, while automated lifecycle tools and cloud infrastructure help organizations modernize legacy archives with less IT effort.

• Protect Records With Immutable, Traceable Storage
  Preserve completed records and maintain traceable audit information to support accountability, compliance, and review.
• Find And Retrieve Records Quickly
  Retrieve records for customer service, audit, compliance, and other business workflows.
• Scale Archiving Across Enterprise Volumes
  Handle large and growing document collections with cloud-based archiving designed for enterprise-scale volume.
• Apply Retention Policies Automatically
  Manage retention over the document lifecycle with configurable policies.
• Control Access And Track Record Use
  Restrict records to authorized users and create access histories for accountability.
• Support Compliance With Governed Records
  Use retention controls, immutable storage, and auditability to support listed compliance and accessibility requirements.
• Connect Archives To Enterprise Systems
  Connect archiving and retrieval with communications, data collection, and existing business systems.
• Consolidate Records From Legacy Archives
  Move historical records into a connected archive while preserving relevant metadata, relationships, retention requirements, and access controls.
• Organize Records With Contextual Metadata
  Manage metadata and document relationships so users can find relevant records and understand their context.
• Enable Secure Self-Service Record Access
  Provide approved users access to historical documents through connected self-service experiences.
• Reduce Archive Maintenance And IT Effort
  Reduce infrastructure needs, routine maintenance, and IT effort involved in archive modernization.
• Support Teams With A Multilingual Interface
  Help users across locations work with archived documents through an interface available in multiple languages.

SmartDX

SmartDX simplifies trade and relationship documentation for investment banking and capital markets teams across asset classes and product types. It helps teams create documents from approved templates, collaborate on negotiations, and capture agreed terms as machine-readable data for downstream systems. From relationship agreements to trade confirmations, SmartDX supports a more consistent documentation process and clearer visibility.

• Simplify Trade And Relationship Documentation
  Help investment banking and capital markets teams manage documentation across asset classes and product types.
• Create Documents From Approved Templates
  Use approved templates to support consistency across complex documentation processes.
• Collaborate On Document Negotiations
  Support negotiations involving multiple teams and counterparties.
• Capture Agreed Terms As Machine-Readable Data
  Make agreed terms available to downstream systems, reducing repeated manual data entry.
• Improve Visibility Across Documentation Processes
  Show teams how documentation moves across teams, counterparties, and systems.

Migration Studio

Migration Studio is a suite of tools that helps organizations migrate customer communications from legacy systems to Smart Communications. It analyzes Microsoft Word and PDF communications, detects and extracts text, images, fonts, styling elements, and tables, and can identify embedded business rules. It also automates the creation of Smart Communications template resources, helping simplify migration and reduce the time and costs typically associated with the process.

• Extract Communication Content
  Extract communication elements to support migration, including text, images, fonts, styling, and tables.
• Create Template Resources Automatically
  Create required template resources automatically for subsequent refinement.
• Prepare Communications For Migration
  Prepare existing Word and PDF communications for migration to Smart Communications.
• Reduce Migration Time And Costs
  Automated migration capabilities help reduce the time and costs of migrating customer communications.
• Identify Embedded Business Rules
  Detect and extract embedded business rules from source communications in certain instances.
• Plan And Prioritize Migrations
  Assess communication inventory, prioritize communications, and analyze complexity to inform migration planning.

Professional Services

Smart Communications Professional Services help customers transition from legacy systems, implement solutions, and improve customer conversations using best practices. Delivery options range from turnkey solutions to collaborative work alongside in-house teams, including SmartSTART implementation with pre-built templates. Offerings include legacy migration, best-practice and center of excellence training, mentoring, eSignature and web service integration, health checks, and instructor-led training.

• Plan And Execute Legacy Migrations
  Get expert support for planning and carrying out a legacy migration through go-live.
• Launch Faster With Pre-Built Templates
  Start with pre-built use case templates and a service package that can include tenant configuration, workshops, training, and reusable content.
• Choose Turnkey Or Collaborative Delivery
  Choose a turnkey solution or work collaboratively with experts alongside your in-house team.
• Build Scalable Best-Practice Resources
  Establish resources and repeatable guidance that support consistent practices as teams and use cases scale.
• Connect Disparate Enterprise Systems
  Bring enterprise systems together with web service integration support.
• Get Expert Implementation Guidance
  Work with experts for guidance and support during implementation.
• Optimize Your Existing Investment
  Assess opportunities to capitalize on an established customer’s investment in Smart Communications solutions.
• Onboard Users With Expert Training
  Support onboarding with instructor-led training, materials, and expert guidance.
• Integrate Electronic Signatures
  Get support integrating electronic signature capabilities into customer workflows.