Recently named a leading challenger in Mobile Voice and a leader in the CCaaS market in the latest reports from Juniper Research, CM.com recognizes that telephone support is an essential addition to any company’s customer support options today, alongside email, chat, and social media. Customers expect to communicate with companies as they would do with friends and family. New research from CM.com reveals that 69% of consumers say that they want to be able to contact customer service via telephone. Offering the option to call, as part of an omnichannel customer support strategy, is key for meeting the needs of all customers and ensuring it is easy for them to communicate with brands.
Rutger de Ruiter, Sr. Product Manager Mobile Service Cloud explains:
“Customers expect you to be available on whatever their channel of preference may be. Telephony is still a key expectation, research shows. At CM.com, our contact center software already supported more than a dozen channels. From e-mail, to WebChat, to all modern messaging channels like WhatsApp, Instagram Messaging and Twitter DM. By integrating Voice, your customers can truly reach you via any channel."
A seamless experience for customers and agents
Voice in Mobile Service Cloud, CM.com's CCaaS solution, which enables companies to interact with customers via any channel, is simple to set up and easy to use. The channel-agnostic approach means the experience is just like any other channel within Mobile Service Cloud. With calling vertically integrated there is no need to add plugins, install softphones or download external tools; calls can be made from the browser instantly.
End-to-end control from CM.com takes the pressure off brands and makes adding telephony to contact center software incredibly easy. Businesses do not need to bring in vendors to add telephony, or other parties for SIP trunking, PBX or IVR. Agents can start using it immediately, enabling them to work more efficiently, and ensuring customers receive the consistent experience that they would get on any other channel.
When asked about the integration process, Rutger calls it a 'logical marriage':
"We have a longstanding and successful history in telephony at CM.com, through processing voice minutes on our own SIP trunking platform. By integrating our own voice capabilities into our contact center software, we're creating a logical marriage between two successful products. To get up and running, you don't need any external vendors - we've got everything under one roof: Numbers, Trunks, IVRs ánd browser based call control in a channel-agnostic inbox."
Read our blog about Voice in Mobile Service Cloud to get all your questions answered.
Rutger de Ruiter, Sr. Product Manager Mobile Service Cloud, continues to explain the value of this vertical integration:
"This easy to use, all-in-one approach has already gotten serious analyst recognition. I highly recommend buyers to take a look at one of our demo videos - and see for themselves how today's approach to telephony works, looks and feels. We'd love to take more contact centers to the world of today with our Mobile Service Cloud.”
Watch the video and find out how Voice in Mobile Service Cloud works in 4 minutes: