End-to-end platform for creating, delivering, and managing client communications in brokerage services. Features include omnichannel delivery, personalized content, regulatory compliance, and integrated analytics for performance tracking.
Tools for managing client communications across multiple channels (email, chat, phone), often with recording and archiving capabilities for compliance purposes.
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Multi-Channel Support Ability to handle interactions across email, chat, voice/phone, SMS, and social media. |
Doxim CCM markets 'omnichannel delivery' supporting email, SMS, print, and digital, indicating multi-channel support in client communications. | |
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Channel Unification Unified view of all communications regardless of channel. |
Listed as having an 'omnichannel dashboard,' which supports channel unification with a single interface. | |
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Channel Switching Ability to switch or escalate conversations between channels seamlessly. |
No information available | |
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APIs for Channel Integration Availability of APIs for custom integration with new channels. |
Doxim CCM documentation advertises robust APIs for channel and systems integration. | |
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Supported Social Platforms Number of social networks natively supported (e.g., Twitter, LinkedIn, Facebook). |
No information available | |
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Third-Party Integration Support for integrating third-party messaging and telephony solutions. |
API and connector information indicates support for integrating third-party messaging and telephony. | |
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Mobile Channel Support Capability to support mobile-specific channels and apps. |
Doxim emphasizes 'mobile-optimized communications'—supports mobile-specific channels. | |
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Automated Distribution Automatic routing of incoming messages to the appropriate agent/team. |
Platform advertises automated routing of inbound communications, indicating automated distribution. | |
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Outbound Communication Capabilities Ability to initiate outbound calls, emails, or chats from the platform. |
Outbound communication functions are mentioned, including proactive statement delivery and digital notifications. | |
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Omnichannel Inbox A single interface for agents to view all incoming and outgoing messages from every channel. |
Described as having a 'unified dashboard' for agents, indicating an omnichannel inbox. | |
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Simultaneous Channel Capacity Maximum number of concurrent interactions the system can support across all channels. |
No information available |
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Call Recording Automatic recording of voice interactions. |
Doxim CCM is designed for regulated industries and mentions recording of communications, which typically includes call recording. | |
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Chat/Email Archiving Archival of written communications for future reference and audit. |
Platform lists archiving of written communications for compliance. | |
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Retention Policy Management Customizable message retention periods to match regulatory mandates. |
Describes customizable retention policies aligned with compliance standards. | |
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Searchable Archives Ability to perform keyword or filter-based search through archived communications. |
Searchable, audit-capable communication archives are a platform feature. | |
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Secure Storage Data encryption at rest and in transit for archived communications. |
End-to-end platform supports secure storage, with market materials stating encryption at rest and in transit. | |
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Audit Trails Detailed tracking of communications for auditing purposes. |
CCM describes audit trails for regulatory and compliance purposes. | |
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Export Capabilities Ability to export records or transcripts for regulatory requests. |
Export of communications for compliance and legal requests is referenced in vendor documentation. | |
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Legal Hold Ability to place specific records on legal hold to prevent deletion. |
No information available | |
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Data Purging Automation Automated deletion of records based on defined retention policies. |
No information available | |
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Compliance Certifications Certified compliance with relevant financial or data privacy regulations. |
Doxim references SOC 2 and ISO certifications for compliance. | |
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Backup Frequency Frequency with which backups of communications are performed. |
No information available |
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Concurrent User Support Maximum number of users that can operate the system simultaneously. |
No information available | |
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Message Throughput Number of processed messages per second. |
No information available | |
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Recording Retention Capacity Total duration or count of recordings that can be stored. |
No information available | |
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Latency System response time for message delivery or retrieval. |
No information available | |
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Uptime Guarantee Vendor-promised service availability. |
No information available | |
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Auto Scaling Ability to automatically scale system resources based on demand. |
The product claims cloud-native autoscaling to meet client volumes. | |
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Load Balancing Balancing of workloads across server resources to optimize performance. |
Load-balanced architecture mentioned for performance. | |
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Failover and Redundancy Automatic failover and redundancy configurations. |
High availability, failover, and redundancy are referenced in technical documents. | |
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Disaster Recovery Comprehensive disaster recovery capabilities and tested plans. |
Disaster recovery is part of regulated service offering (per website). | |
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Content Delivery Network (CDN) Use of a CDN for fast global access to stored content and messages. |
No information available |
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End-to-End Encryption Encryption of data in transit and at rest from sender to receiver. |
Doxim promotes end-to-end encryption for in-transit and at-rest data. | |
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Multi-Factor Authentication MFA for agent and administrator access. |
Support for MFA included in technical requirements for the platform. | |
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Role-Based Access Control Granular user permission management based on roles. |
Role-based access controls are a security feature for Doxim CCM. | |
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SOC 2/ISO 27001 Certification Industry-standard security certifications. |
SOC 2 and ISO 27001 are listed in Doxim security/certification documentation. | |
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Single Sign-On (SSO) Ability to log in using a firm’s SSO infrastructure. |
Single sign-on capabilities supported for enterprise clients. | |
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Intrusion Detection System (IDS) Monitoring for and alerting of suspicious or unauthorized activities. |
Intrusion detection and monitoring referenced in technical security summary. | |
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Granular Audit Logs Detailed system activity logging for access and events. |
Detailed audit logging features are specifically indicated. | |
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Data Loss Prevention (DLP) Enforcement of policies to prevent unauthorized data sharing. |
Doxim includes data loss prevention measures for regulated customers in the financial space. | |
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Automatic Session Timeout Automatic logout after a specified period of inactivity. |
Automatic session timeouts referenced for security compliance. | |
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Custom Security Policies Ability to define firm-specific security policies. |
No information available |
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Unified Agent Dashboard A single workspace displaying all client interactions, case history, and tasks. |
Unified agent dashboard described in product overview. | |
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Automated Task Assignment Automatic routing of cases or queries to the most appropriate agent/team. |
Automated assignment/routing of tasks to agents is described. | |
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Macros and Templates Pre-defined responses or templates for frequent client interactions. |
No information available | |
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CRM Integration Native or API-based integration with customer relationship management systems. |
CRM integration is given as a key feature (API-based). | |
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Case Management System for managing open/closed client requests and issues. |
Case management functions for customer requests are documented. | |
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Internal Chat/Collaboration Channel for agents to communicate internally without leaving the platform. |
No information available | |
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Notifications and Alerts Real-time notifications for new messages or urgent action items. |
Notifications for action items and messages are mentioned in feature set. | |
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Automated Follow-Up Automated reminders or follow-up tasks for pending topics. |
No information available | |
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Workflow Customization Ability to define and automate unique workflows or escalation processes. |
Workflow customization/automation referenced for tailored processes. | |
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Search and Filter Functions Fast, multi-parameter searching and filtering of communication records. |
Search and filter capabilities are promoted for archives and dashboards. |
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Client Portal Access Clients can log in to view past correspondence, statements, and open tickets. |
Gated client portal for statement retrieval and service access is a feature. | |
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Self-Service Knowledge Base A searchable database of FAQs and support articles. |
Self-service knowledge base is included for end-user self-service and FAQs. | |
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Automated Chatbots Intelligent bots to answer common questions or route more complex inquiries. |
Platform mentions chatbots and automated response automation. | |
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Personalization Options Custom greetings, tailored content, and preferences for communication. |
Personalized content/greetings for customer communication is a highly publicized feature. | |
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Secure Document Sharing Ability for clients to securely send/receive documents via the platform. |
Describes secure document sharing via customer portal. | |
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Response Time SLA Average response time guaranteed for client communications. |
No information available | |
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Real-Time Status Updates Clients receive real-time updates on the status of their inquiries. |
Describes real-time updates and notifications for client service. | |
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Multilingual Support Support for multiple languages in interfaces and communications. |
Doxim claims support for over 10 languages in client-facing channels. | |
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Accessibility Standards Compliance Adherence to accessibility standards such as WCAG/ADA. |
Doxim documentation states WCAG compliance and ADA support for accessibility. | |
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Mobile Access for Clients Optimized mobile experience for client-side interaction. |
Mobile-optimized client access is highlighted in the product's features. |
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Open APIs Availability of open APIs for integration with in-house or third-party applications. |
Described as offering open APIs for client and partner system integrations. | |
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Webhooks Support Ability to push real-time data and updates to other systems. |
Real-time webhooks and data push support are documented. | |
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Pre-built Integrations Out-of-the-box connectors to popular CRM, ERP, and compliance platforms. |
Pre-built integrations for Salesforce, Dynamics, and other common CRMs indicated. | |
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Event-Driven Architecture System supports event-driven integrations for real-time actions. |
No information available | |
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Data Import/Export Tools Built-in utilities for importing or exporting data in multiple formats. |
Data import/export in multiple formats described in integrations documentation. | |
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Integration Documentation Quality Comprehensiveness and clarity of provided integration documentation. |
Rich integration documentation is referenced as a differentiator. | |
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Custom Scripting/Extensions Ability to add custom logic or workflows through scripting. |
No information available | |
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Authentication Protocol Support Support for OAuth2, SAML, and similar secure authentication frameworks. |
Supports OAuth2 and SAML for SSO and integrations. | |
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Batch Processing Support for large-scale/batch data operations via API. |
No information available | |
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Integration Rate Limits Maximum API calls allowed per hour. |
No information available |
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Real-Time Dashboards Live reporting on key communications metrics. |
Live performance dashboards highlighted within platform analytics. | |
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Custom Report Builder Creation of ad-hoc or scheduled custom reports. |
Custom report/scheduled report builder included for analytics. | |
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Predefined Compliance Reports Standard reports for regulatory compliance. |
Standard compliance reports available for audit and regulatory checks. | |
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Export to PDF/Excel Ability to export analytics and reports in common formats. |
Report exports available in PDF/Excel. | |
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Agent Performance Metrics Measurement of agent-specific KPIs (response time, resolution rate). |
Agent performance monitoring is built-in to analytics. | |
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Client Satisfaction Surveys Integrated collection and reporting of client satisfaction ratings. |
No information available | |
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Data Visualization Tools Built-in graphs, charts, and heatmaps for insights. |
Provides data visualization tools in analytics suite. | |
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Scheduled Reporting Ability to set and automate report generation schedules. |
Scheduled analytics/reporting is listed. | |
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Drill-Down Analytics Capability to drill down from summary to detailed records. |
Allows users to drill into details from summary analytics. | |
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Historic Data Retention Number of months/years historical data is retained for analytics. |
No information available |
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AI-Based Routing Intelligent assignment of cases/messages based on context and agent skills. |
AI-driven routing for agent classification and skills matching described. | |
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Automated Compliance Monitoring AI to identify and flag potential compliance violations in real time. |
CCM describes real-time compliance monitoring and violation flagging (AI-enabled). | |
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Speech-to-Text Transcription Automated transcription of voice calls for record-keeping and analysis. |
No information available | |
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Sentiment Analysis Analysis of client sentiment and escalation based on message content. |
Describes AI-powered sentiment monitoring. | |
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Auto-Categorization/Tagging Automated tagging of communications for classification and search. |
Automated tagging/categorization referenced for searching and regulatory labeling. | |
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Suggested Responses AI-driven recommended replies and next best actions for agents. |
Suggested responses and next-best-action AI is described as an agent productivity enhancer. | |
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Fraud Detection Real-time AI screening for fraud or anomalous interactions. |
Platform advertises real-time fraud screening for transactional communications. | |
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Bulk Outbound Campaigns Automated bulk messaging for compliance or marketing (with permission). |
Bulk outbound communications supported for regulatory and marketing notifications. | |
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Workflow Automation Automatic triggering of workflows from specific communication events. |
Workflow automation triggered by events is documented as part of platform's automation layer. | |
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Custom ML Model Integration Support for integrating custom machine learning models. |
No information available |
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Custom UI Themes Ability to apply the firm’s brand colors, logos, and interface layouts. |
Firm branding, themes and custom layouts available for portals and correspondence. | |
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Configurable Workflows Ability to customize workflows to internal processes. |
Workflow configurations and automations align with client’s process needs. | |
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Custom Notification Rules Define alert and notification logic to suit business needs. |
Custom notification logic/rules for agents and clients described. | |
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Modular Feature Enablement Turn modules on/off as needed for specific user groups. |
No information available | |
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Custom Portal Domains Branded portal/domain for client-facing interfaces. |
Custom portal domain (white-label) available based on documentation. | |
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Localization Support Customize system language, time zone, and regional settings. |
Localization of region, time zone, language settings supported. | |
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Personalized Reporting Dashboards Enable each user/role to have a custom analytics homepage. |
Personalized dashboards for roles are mentioned within analytics module. | |
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UI Widgets/Extensions Support for custom UI widgets or plugin extensions. |
No information available | |
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White-labeling Options Remove vendor branding for full white-label deployment. |
Full white-labeling for client portals and correspondence offered. | |
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Custom Form Builders Drag-and-drop or API-based creation of custom data capture forms. |
Form builder for onboarding processes and data capture described in product overview. |
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24/7 Support Availability Access to live support at all times. |
24/7 live customer support is promised in support-level documentation. | |
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Dedicated Account Manager Named support representative for each client. |
Named account managers available for enterprise customers. | |
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Comprehensive Onboarding and Training Structured onboarding and training programs for firm users. |
Onboarding and structured training programs included. | |
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User Community/Forums Online user communities for knowledge sharing. |
No information available | |
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Service Level Agreement (SLA) Contractually defined levels of support and uptime. |
SLAs for support and uptime are contractually defined. | |
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Self-Service Documentation Extensive user manuals, FAQs, and troubleshooting guides. |
Comprehensive user and API documentation available publicly. | |
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Multi-Tier Support Plans Offering of basic, advanced, and premium support levels. |
Tiered support plans (basic and premium) are described. | |
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Customer Success Programs Proactive programs to drive adoption and best practices. |
Customer success program references on website, including best practices. | |
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Regular Product Updates Frequent enhancements and bug fixes. |
Regular product enhancements and updates are listed in Doxim release notes. | |
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Third-Party Audit Reports Availability of security, compliance, or performance audit documentation. |
Third-party audit reports/certifications are referenced in compliance materials. |
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