{"id":745,"group_id":1,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"A2P Messaging","slug":null,"description":"A2P stands for Application to Person messaging. These are messages that are sent from an application to a person, for example One Time Passwords, bank alerts or booking confirmations by means of API or Web App.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5518,"group_id":79,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Acquisition Chatbot","slug":"what-is-acquisition-chatbot","description":"<p>An acquisition chatbot can exist on any number of your channels. You might use an acquisition chatbot as a way to start a conversation with new visitors, or you could use it to share useful information and production suggestions with existing customers. <\/p>","title":"What is an acquisition chatbot?","text":"<p>An acquisition chatbot can exist on any number of your channels and can interact with customers who would rather not speak to a member of your team. You might use an acquisition chatbot as a way to start a conversation with new visitors, or you could use it to share useful information and production suggestions with existing customers. <\/p><p>Either way, it\u2019s crucial that your acquisition chatbot offers users value above and beyond a transactional relationship. Given this part of the process is about acquisition, make sure your initial interactions are about building brand equity and providing information rather than delivering the \u2018hard sell\u2019. Equally, context is king. Make sure your interactions are appropriately targeted for new and returning customers, offering discounts and suggested products to those that have bought from you in the past.<\/p><h2>What are the benefits of an acquisition chatbot?<\/h2><p>Acquisition chatbots are a cost-effective way to engage new customers or re-engage existing customers. This means automation can optimise and speed up new acquisitions, upsell and provide intelligent conversations, especially customers who aren\u2019t inclined to talk to a real person. It allows customers to self-serve, while enabling your sales and marketing teams to focus on more complex, time-consuming tasks. <\/p><h2>How to get started with an acquisition chatbot<\/h2><p>Whether you\u2019d prefer a <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-gb\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer acquisitions. <\/p>","meta_title":"What is an acquisition chatbot? | CM.com Glossary","meta_description":"Acquisition chatbots can be used to start a conversation with new visitors, or share information with existing customers. Read more in our Glossary.","created_at":"2022-02-28T13:40:05.000000Z","updated_at":"2022-02-28T13:40:05.000000Z","deleted_at":null}
{"id":4930,"group_id":65,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"AI Chatbot","slug":"what-is-ai-chatbot","description":"<p>An <a href=\"\/en-gb\/conversational-ai-cloud\/\">AI chatbot<\/a> is a piece of software that interacts with a human through written language. It is often embedded in web pages or other digital applications to answer customer inquiries without the need for human agents, thus providing affordable effortless customer service.<\/p>","title":"What is an AI chatbot?","text":"<p>An AI chatbot is a computer program that simulates human communication. Chatbots are frequently used in a wide variety of online situations, from customer service to sales. One of the best-known examples of Conversational AI delivered through chatbots <a href=\"\/en-gb\/blog\/improve-ecommerce-customer-service-experience\/\">includes eCommerce sites<\/a> where bots allow customers to ask questions about a particular product and receive an instant response. As the technology underpinning AI chatbots has advanced, they have evolved from rudimentary tools to ones that can engage with consumers on a level that feels quite human and personal.<\/p><p><img alt=\"vattenfall chatbot nina conversational ai\" src=\"https:\/\/www.cm.com\/cdn\/web\/large\/vattenfall-chatbot-conversational-ai.png\"> <\/p><h2>Do all chatbots use AI? <\/h2><p>Not all chatbots utilise AI. Some are rules-based, delivering tightly structured dialog based on user input. They are only able to recognise questions and comments when they match the keywords selected by the chatbot\u2019s programmer. An artificial intelligence bot, on the other hand, employs machine learning and natural language processing to respond to human input even when it deviates from a pre-programmed script. <\/p><h2>What are the benefits of an AI chatbot? <\/h2><p>When compared to a rules-based chatbot, an AI chatbot comes with several additional benefits. These include: <\/p><ul><li><strong>Availability -<\/strong> By employing an AI bot in place of a human agent, it becomes much easier for businesses to provide 24\/7 availability. Whenever a consumer has an inquiry, an AI chatbot is ready to give an instant response. Based on integrated systems and databases, it can actually help the customer. A scripted chatbot can only follow the script. <\/li><li><strong>Adaptable -<\/strong> Whether it\u2019s for customer service or HR support, lead generation, or sales assistance, AI chatbots have a variety of uses. The bot can adapt to the needs of the customer. <\/li><li><strong>Affordability - <\/strong>One of the main drivers behind the use of AI chatbots is their affordability. The total cost of ownership is low compared with employing additional human members of staff. <\/li><li><strong>Customer experience - <\/strong>By collecting a wealth of additional data, AI chatbots can greatly improve the customer experience. By fostering more interactions, they can streamline the customer journey, deliver real-time personalisation, and enable companies to collect actionable data that can be used to improve products and services. With a well set up, advanced AI-powered bot, a customer can fulfil their entire customer journey within conversations. <\/li><\/ul><h2>How to build an AI chatbot <\/h2><p>While talk of machine learning and artificial intelligence may make the idea of building your own Conversational AI chatbot sound daunting, help is available. Start by thinking carefully about what you want to achieve with your chatbot, come up with a clearly defined strategy, and then start fuelling your chatbot with the data it needs. <\/p><p><img alt=\"chatbot digitalcx conversation\" src=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-digitalcx-conversation.png\"><\/p><p>Although it may sound challenging at first, <a href=\"\/en-gb\/blog\/5-tips-chatbot\/\">creating a chatbot<\/a> is surprisingly straightforward. Here\u2019s why: <\/p><ul><li><strong>Code-free - <\/strong>Many chatbot creation services offer low- or no-code options so individuals with no coding experience can create their own chatbot. <\/li><li><strong>Easy to integrate -<\/strong> Chatbots can be integrated into a variety of customer communication channels, including WhatsApp, Facebook Messenger, Viber, Telegram, SMS, Google RCS, and Web Chat apps. <\/li><li><strong>Test and tweak - <\/strong>Once you\u2019ve built your chatbot, you can test it on a local server with friends and colleagues to identify any potential issues. These can then be resolved before a broader rollout. Data will help you improve continuously. <\/li><\/ul><p>Whether you\u2019d prefer a <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or a more <a href=\"\/en-gb\/conversational-ai-cloud\/\">conversational AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements. <\/p>","meta_title":"What is AI chatbot & What Are the Benefits? | CM.com Glossary","meta_description":"An AI chatbot is a piece of software that interacts with a human through written language. Read more about AI chatbots in our Glossary.","created_at":"2021-10-19T12:47:15.000000Z","updated_at":"2021-10-19T12:52:24.000000Z","deleted_at":null}
{"id":751,"group_id":3,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Alphanumeric Sender ID","slug":null,"description":"The sender ID refers to the \"from\", so who has sent the message. This can be alpha (containing characters and numbers), numeric (only numbers) or a numeric short code.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":748,"group_id":2,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"API ","slug":null,"description":"An API, or Application Programming Interface in full, allows you to let systems interact with one another. By integrating one of CM\u2019s API\u2019s in your own software, you can use any of the CM features in your existing system. API integration is generally done by developers.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5560,"group_id":83,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Call Deflection","slug":"what-is-call-deflection","description":"<p>Call deflection is a method of relieving the strain on your customer service team. It focuses on resolving a large volume of queries without the need for human interaction, providing customers with the information they need quickly and effectively using automation to provide resolution. <\/p>","title":"What is call deflection?","text":"<p>Call deflection is a method of relieving the strain on your customer service team. It focuses on resolving a large volume of queries without the need for human interaction, providing customers with the information they need quickly and effectively using automation to provide resolution. The result is improved customer service and a less stressful environment for your customer service team. <\/p><h2>Why use call deflection?<\/h2><p>In one form or another, customer are looking to resolve issues. Finding out what their issue is would be the first port of call for any human agent and it\u2019s no different when you use automation. However, automating that process by screening calls to determine intent means that not only can you ensure your customer service agents are only dealing with issues that require human intervention, you can also record that data to influence future customer call flows. For example, if you find that a lot of your customers are trying to access information about their accounts, you could put that option front and centre on your IVR or voicebot solution. <\/p><p>You can use pre-live chat surveys, MPS surveys and data captured from your voicebot and chatbot solutions to determine where you should weight your content and even what elements of the customer journey could be removed to make it a more seamless experience. Mapping each contact back to the beginning of their journey will give you a wealth of information about how easy (or otherwise) it is for customers to find the information they need. <\/p><h2>How to get started with call deflection<\/h2><p>If you\u2019d like to find out more about how call deflection can help your customer support team improve customer satisfaction, <a href=\"\/en-gb\/contact\/sales\/\">get in touch<\/a> with us and we\u2019ll talk you through our suite of cloud-based customer service solutions. <\/p>","meta_title":"What is call deflection? | CM.com Glossary","meta_description":"Call deflection is a method of relieving strain on customer service teams. The result is improved customer service. Read more in our Glossary.","created_at":"2022-04-29T14:18:44.000000Z","updated_at":"2022-04-29T14:18:44.000000Z","deleted_at":null}
{"id":763,"group_id":7,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Carrier Billing","slug":null,"description":"Direct Carrier Billing is an online payment method which allows users to make a purchase by charging payments to their mobile phone bill. Carrier Billing is available for all consumers with a mobile device containing a SIM card.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5563,"group_id":84,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Collaborative Customer Service","slug":"what-is-collaborative-customer-service","description":"<p>Collaborative customer service is an approach that uses teams of agents to solve complex customer service cases. In this approach, customer service agents work with colleagues to solve complex issues in organised groups. <\/p>","title":"What is collaborative customer service?","text":"<p>Collaborative customer service is an approach that uses teams of agents to solve complex customer service cases. In this approach, customer service agents work with colleagues to solve complex issues in organised groups, ensuring the weight of each problem is shared between two or more agents at any one time and relieving the burden on the individual while promoting team-based problem-solving solutions. <\/p><h2>What are the benefits of collaborative customer service?<\/h2><p>Collaborative customer service reduces overall stress and equalises your agents\u2019 workload. Team members no longer feel isolated and can work in teams to solve complex problems. Playing to each of their strengths means greater productivity and a greater sense of achievement. <\/p><p>Collaborative customer service not only benefits customer service agents, it also leads to more efficient case management as other agents within the team can act as a failsafe against a lack of progress.<\/p><h2>How to get started with collaborative customer service <\/h2><p>If you\u2019d like to find our more about collaborative customer service with Mobile Service Cloud solution, <a href=\"\/en-gb\/contact\/sales\/\">get in touch<\/a> today, or you can read our <a href=\"\/en-gb\/downloads\/mobile-service-cloud-online-brochure\/\">detailed brochure<\/a>.<\/p>","meta_title":"What is collaborative customer service? | CM.com Glossary","meta_description":"Collaborative customer service is an approach that uses teams of agents to solve complex customer service cases. Read more in our Glossary.","created_at":"2022-04-29T14:25:38.000000Z","updated_at":"2022-04-29T14:25:38.000000Z","deleted_at":null}
{"id":5521,"group_id":80,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Collections Chatbot","slug":"what-is-collections-chatbot","description":"<p>Collections chatbots provide a one-platform solution to collect payments from your customers and can be set up to accept a wide variety of payment methods. Making payments simple and easy is the key to converting customers quickly and efficiently. <\/p>","title":"What is a collections chatbot?","text":"<p>Making payments simple and easy is the key to converting customers quickly and efficiently. Collections chatbots provide a one-platform solution to collect payments from your customers and can be set up to accept a wide variety of payment methods.<\/p><p>You can also use them to convince delinquent account holders to pay up in a timely manner. If you\u2019re struggling with credit control, a collections chatbot might be just the thing to get your customers\u2019 payments back on track. Make it a seamless journey from message to payment and you\u2019re more likely to collect from busy customers who are easily sidetracked or get put off by complex payment journeys. It\u2019s easy; just keep it simple.<\/p><h2>What are the benefits of a collections chatbot?<\/h2><p>A seamless payment journey means that customers are encouraged to make payments at the click of a button, especially customers who aren\u2019t inclined to talk to a real person or share payment information over the phone. Collections chatbots are a cost-effective, secure and simple way to collect credit and overdue payments, allowing your collections team to focus on more complex issues and your customers to self-serve.<\/p><h2>How to get started with a collections chatbot<\/h2><p>Whether you\u2019d prefer a <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-gb\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customers\u2019 payments.<\/p>","meta_title":"What is a collections chatbot? | CM.com Glossary","meta_description":"Collections chatbots provide a one-platform solution to collect payments from your customers. Read more about collections chatbots in our Glossary.","created_at":"2022-02-28T13:43:20.000000Z","updated_at":"2022-02-28T13:43:20.000000Z","deleted_at":null}
{"id":4933,"group_id":60,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Conversational AI","slug":"what-is-conversational-ai","description":"<p><a href=\"\/en-gb\/conversational-ai-cloud\/\">Conversational AI<\/a> (artificial intelligence) technology enables computers to engage in natural-sounding text conversations with customers. When chatbot interactions seem natural, consumers feel like they are having an organic social interaction.<\/p>","title":"What is Conversational AI?","text":"<p>Conversational AI uses data, natural language processing, and machine learning to mimic human interactions. It recognises human communication patterns and can be programmed to understand multiple languages. Conversational AI handles routine or repetitive customer questions, freeing up support staff to solve more complex issues. Speedy problem resolution saves your company time and money and leads to happier customers.<\/p><h2>What\u2019s the Difference Between Conversational AI and Chatbots?<\/h2><p>Chatbots are transactional, utilising steps and responses that move customers through a predetermined chain of commands. Unlike conversational AI, chatbots use IFTTT (if-this-then-that) algorithms to interpret customer inquiries. <\/p><p>Conversational artificial intelligence asks open-ended questions that are interpreted and acted upon based on a self-generating and ever-expanding knowledge database.<\/p><p><img alt=\"chatbot digitalcx conversation\" src=\"https:\/\/www.cm.com\/cdn\/web\/chatbot-digitalcx-conversation.png\"><\/p><p>Conversational AI and chatbots both engage in conversations with customers to answer common questions, handle support inquiries and facilitate sales. But there are some important differences between conversational AI and chatbots:<\/p><p><a href=\"\/en-gb\/conversational-ai-cloud\/\"><strong>Conversational AI<\/strong><\/a><strong>:<\/strong><\/p><ul><li>Understands human communication patterns and responds with contextual dialog. <\/li><li>Incorporates AI algorithms and natural language processing (NLP) technology to create smooth dialog transitions.<\/li><li>Creates customer conversations that don\u2019t sound stilted or scripted and are often indistinguishable from human interactions. <\/li><li>Enables customers to resolve problems without human intervention, making customer service fast, natural, and seamless.<\/li><li>Retains context through a conversation.<\/li><\/ul><p><a href=\"\/en-gb\/chatbot\/\"><strong>Chatbots<\/strong><\/a><strong>:<\/strong><\/p><ul><li>Require \u201ctraining\u201d to recognise keywords.<\/li><li>Necessitate customers to use exact phrasing to generate correct predetermined responses.<\/li><li>Need continuously updated scripts to remain current and helpful.<\/li><\/ul><h2>How Does Conversational AI Work?<\/h2><p>Conversational AI employs natural language understanding (NLU), machine learning (ML), and natural language processing (NLP) to engage in customer conversations. Natural language understanding helps decipher meaning from users\u2019 words (even with their quirks and mistakes!) and remembers what has been said to maintain context and continuity.<\/p><p>Once a customer\u2019s intent is understood, machine learning determines an appropriate response. This response is converted into understandable human language using natural language generation (NLG), a part of NLP.<\/p><p>NLP processes flow through a continuous feedback loop with machine learning to improve the computer\u2019s artificial intelligence algorithms. Rather than relying on keyword-sensitive scripts, NLU creates unique responses based on previous interactions. <\/p><p>AI recognises patterns faster as data input increases. <a href=\"\/en-gb\/blog\/humans-versus-technology\/\">Along with human guidance<\/a>, AI uses this information to form better, natural responses to customer inquiries over time. <\/p><h2>Benefits of Conversational AI<\/h2><p>Here are a few of the many benefits of <a href=\"\/en-gb\/blog\/5-tips-chatbot\/\">using conversational artificial intelligence<\/a> for customer support.<\/p><ul><li><strong>1. Increased Sales<\/strong><\/li><\/ul><p>Conversational AI can improve your conversion rate, increase revenue, and build your brand. Cross-selling, up-selling, product recommendations, and handling payment transactions are all easily managed by artificial intelligence tools.<\/p><ul><li><strong>2. Controlled Costs<\/strong><\/li><\/ul><p>Customer service staffing can be expensive. Offering 24\/7 customer assistance via conversational AI apps reduces salary and training expenses. These savings are crucial for the survival and long-term success of SMBs. <\/p><ul><li><strong>3. Enhanced Customer Support & Engagement<\/strong><\/li><\/ul><p>Online assistants can provide many types of customer service, from answering questions about shipping status and delivery times to product advice and FAQs. <a href=\"\/mobile-service-cloud\/\">Offering your customers 24\/7 support<\/a> (with minimal wait times) generates engagement by speaking to them when they need you most. <\/p><video muted=\"true\" oncanplay=\"this.muted=true; this.play();\" playsinline=\"true\" autoplay=\"true\" player-source=\"https:\/\/www.cm.com\/cdn\/web\/five-star-service.mp4\" loop=\"1\"><source src=\"https:\/\/www.cm.com\/cdn\/web\/five-star-service.mp4\" type=\"video\/mp4\"><\/video><p>Artificial intelligence assistance ensures that customers receive accurate and consistent responses to their questions. Remember, if your AI app cannot sustain a rigorous customer inquiry, the request can be passed to a live agent with data generated from the automated interaction for reference. <\/p><ul><li><strong>4. Scalability<\/strong><\/li><\/ul><p>No need to worry about growing pains \u2014 conversational artificial intelligence applications can handle millions of conversations simultaneously. Whether you need to add resources or downsize rapidly, you can scale conversational AI applications to meet your needs and maximise operational efficiency.<\/p><ul><li><strong>5. Rich Data Insights<\/strong><\/li><\/ul><p>As conversational AI works to engage with customers actively, it\u2019s also feeding your business rich data that you can use to learn about customers. This can give you a competitive advantage and reveal new business opportunities to explore.<\/p><ul><li><strong>6. Improved Employee Efficiency <\/strong><\/li><\/ul><p>Conversational AI takes the pressure off customer service agents by handling often-asked or repetitive questions for them. Live agents can focus instead on managing complex queries and building relationships with customers. Allow automation to address simple issues so your support staff can connect with customers, building engagement and loyalty. <\/p><ul><li><strong>7. Enhanced Accessibility<\/strong><\/li><\/ul><p>Make your business accessible for customers who rely on assistive technologies. Conversational artificial intelligence opens the door to groups who use language translation apps and text-to-speech dictation features. <\/p>","meta_title":"Conversational AI - What Is It & How Does It Work? | CM.com","meta_description":"Conversational AI enables computers to engage in natural-sounding text conversations with customers. Learn about Conversational AI in our Glossary","created_at":"2021-10-19T12:54:07.000000Z","updated_at":"2021-10-19T12:58:50.000000Z","deleted_at":null}
{"id":760,"group_id":6,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"CPaaS","slug":null,"description":"A Communications Platform as a Service (CPaaS) is a a cloud based platform that provides enterprises\u2019 developers with the ability to add communication services to their own applications. Because CM.com is a CPaaS, you can implement our products, such as SMS, Voice, Chat apps and One Time Passwords, without having to develop your own communication solutions.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5503,"group_id":74,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Customer Service Chatbot","slug":"what-is-customer-service-chatbot","description":"<p>A customer service chatbot can automatically respond to repetitive queries and even scrape your website for the information needed to answer more complex questions. Automating the process of responding to customer questions allows your team to deliver a better and more consistent experience.<\/p>","title":"What is a customer service chatbot?","text":"<p>Responding to customer service queries can involve a lot of repetition, with identical questions being asked time and time again. Automating the process of responding to customer service questions allows your team to use their time more effectively to deliver a better and more consistent experience for your customers.<\/p><p>The customer service chatbot can automatically respond to repetitive queries and even scrape your website for the information needed to answer more complex questions.<\/p><p>Additionally, advanced <a href=\"\/en-gb\/glossary\/what-is-ai-chatbot\/\">AI chatbots<\/a> combine machine learning and <a href=\"\/en-gb\/blog\/nlp-vs-nlu-vs-nlg-natural-language-processing-explained\/\">Natural Language Processing (NLP)<\/a> and operate on context, not just keywords. That means your chatbot can deduce intent from responses, making it seem as if the customer is speaking to a human and providing exceptional customer service.<\/p><p>Unlike scripted chatbots, which require updates to function more effectively, an AI chatbot can learn the correct way to respond to a question, and over time, with more interactions, your AI chatbot will become more and more effective without the need for additional coding. Effectively, every conversation is better than the last.<\/p><h2>What are the benefits of a customer service chatbot?<\/h2><p>Automated out-of-hours customer service means you can offer 24\/7 support, giving your team a welcome break to focus on quality interactions with your customers. It also gives your customers the peace of mind that they can access information whenever they need it without speaking to a human; something many people prefer even during office hours.<\/p><h2>How to get started with a customer service chatbot<\/h2><p>Whether you\u2019d prefer a <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-gb\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements. <\/p>","meta_title":"What is a customer service chatbot? | CM.com Glossary","meta_description":"A customer service chatbot can automatically respond to repetitive customer queries. Read more about customer service chatbots in our Glossary.","created_at":"2022-02-28T12:26:52.000000Z","updated_at":"2022-02-28T12:27:26.000000Z","deleted_at":null}
{"id":4891,"group_id":69,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Customer Service Software","slug":"customer-service-software","description":"<p><a href=\"\/en-gb\/mobile-service-cloud\/\">Customer service software<\/a> is the program or platform a business uses to manage its customer service channels. The best customer service software helps brands manage, prioritise, and handle requests and complaints from customers - from any location, at any time, via the customer\u2019s preferred channel.<\/p>","title":"What is Customer Service Software?","text":"<h2>How Does Customer Service Software Work?<\/h2><p>Customer service software provides a centralised location for all the interactions customers have with a brand. This includes email, telephone, chatbots, social media, messaging, and self-service including FAQs and knowledge bases. <\/p><p><img alt=\"mobile service cloud platform legal\" src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-service-cloud-platform-legal.svg\"><\/p><p>Depending on a company\u2019s requirements, customer service software can be scalable to fit the needs of both the brand and its customers. In the case of smaller businesses, a shared inbox and phone line might suffice, but larger companies with a diverse user base may need to accommodate a wider variety of customer preferences. This could include offering <a href=\"\/en-gb\/mobile-service-cloud\/live-chat\/\">live chat functionality<\/a>, knowledge base software, multi-lingual and multi-brand capabilities, <a href=\"\/en-gb\/mobile-service-cloud\/agent-inbox\/\">inbox management<\/a>, and <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbots<\/a>. <\/p><h2>What Are the Benefits of Customer Service Software?<\/h2><ul><li><strong>Improve customer experience and boost customer satisfaction <\/strong><\/li><\/ul><p>According to <a href=\"https:\/\/www.pwc.com\/future-of-cx\" target=\"_blank\" rel=\"noopener\">PWC<\/a>, 59% of customers will leave a brand after just a couple of bad experiences. By using customer service software brands can ensure they deliver a swift, seamless, professional experience to their customers, on the channels they prefer. Customers can access the information they need, exactly when they need it, resolve queries quickly, and offer feedback. They can also be alerted to offers and added value services such as guides of video demos \u2013 all from one easily accessible, integrated platform.<\/p><ul><li><strong>Improve business efficiencies<\/strong><\/li><\/ul><p>Once integrated with a CRM or <a href=\"\/en-gb\/customer-data-platform\/\">CDP<\/a>, Customer Service Software users benefit from a controllable database that makes business workflows more efficient, and effective. All data and customer information are accessible from one, centralised tool so agents can access the right information more quickly, and customers can self-serve with ease. This results in <a href=\"\/en-gb\/blog\/6-ways-to-improve-customer-experience-with-mobile-service-cloud\/\">higher levels of customer satisfaction<\/a>, improved team performance, and better use of resources. Furthermore, insights from analytics and reporting tools can highlight areas where bottlenecks are occurring, or identify other areas for improvement.<\/p><p><img alt=\"data activity send messages\" src=\"https:\/\/www.cm.com\/cdn\/web\/data-activity-send-messages.png\"><\/p><p>Businesses can create further efficiencies through process automation. This includes creating predefined email or text responses to common queries that are taken via the aforementioned <a href=\"\/en-gb\/conversational-channels\/\">customer communication channels<\/a>. These templates are easily adapted to suit the agent\u2019s tone of voice or to reflect the requirements of a particular customer. <\/p><ul><li><strong>Assign queries to the right people<\/strong><\/li><\/ul><p>Customer service software can be programmed so that specific queries are routed to the right agent, based on their skills, and relevancy. This approach means that queries are solved as quickly as possible, and can be prioritised, escalated, or reassigned if needed.<\/p><ul><li><strong>Improved visibility <\/strong><\/li><\/ul><p>When operating in a customer service solution such as <a href=\"\/en-gb\/mobile-service-cloud\/\">Mobile Service Cloud<\/a>, businesses can monitor every interaction, including SLAs, response times, number of conversations per agent, and much more. This enables CX leaders to <a href=\"\/en-gb\/downloads\/customer-service-kpis\/\">set KPIs<\/a> that will help agents and teams work more efficiently and effectively and continue to boost that all-important customer satisfaction.<\/p><p><img alt=\"mobile service cloud ecommerce retail\" src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-service-cloud-ecommerce-retail.png\"><\/p><ul><li><strong>Optimised customer service provision, from anywhere in the world<\/strong><\/li><\/ul><p>Using customer service software enables brands to operate swift, responsive, and accurate customer service 24\/7\/365, from any location, and on a variety of devices. Businesses can build and manage a self-serve portal enabling customers to sign in at any time, access account or product information, search the knowledge base, and request a follow-up call in just a few clicks. They can also use a scripted chatbot for common queries. While not a key driver of customer satisfaction, chatbots are a useful tool for swift query resolution, and many users find them easier to search and navigate than knowledge bases.<\/p><ul><li><strong>Scalable to suit the changing needs of your business<\/strong><\/li><\/ul><p>Ambitious businesses grow and change over time. The best customer service software has the ability to scale as your business and the needs of your customers evolve. This could mean adding SMS messaging or social media response, new payment methods, <a href=\"\/en-gb\/blog\/voicebots-for-customer-service\/\">or voicebots<\/a>. Whatever tools it takes to help your business thrive and keep your customers coming back for more.<\/p>","meta_title":"What is Customer Service Software? | CM.com","meta_description":"Customer service software is a program or platform to manage all service interactions with your customers. Discover the full explanation & 6 benefits.","created_at":"2021-10-14T14:32:18.000000Z","updated_at":"2021-10-14T14:41:02.000000Z","deleted_at":null}
{"id":772,"group_id":10,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Dedicated shortcode","slug":null,"description":"A dedicated short code is used to enable companies to send messages with a specific short code dedicated only for their business and enabling response for the end user to that same number (Sender ID). Though CM offers several shared shortcodes such as 3669 you can use, you can also request a specific shortcode for your business. An example of such a dedicated shortcode is the shortcode 3333 for Dutch radio station 3FM.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5500,"group_id":56,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Digital Signature","slug":"what-is-digital-signature","description":"<p>A <a href=\"\/en-gb\/sign\/\">digital signature<\/a> guarantees that an electronic document is authentic. It is an encrypted digital code appended to an electronic document to verify that it was created by a known source and has not been altered.<\/p>","title":"What is a Digital Signature?","text":"<p>A digital signature is a technology that proves the authenticity of a document. Digital signatures require a digital certificate from a certificate authority to vet a user's identity. The certificate is bound by cryptography to the signed document, creating a unique digital fingerprint. <\/p><p><img alt=\"legal signature\" src=\"https:\/\/www.cm.com\/cdn\/web\/legal-signature.svg\"><\/p><p><a href=\"\/en-gb\/sign\/\">Digital signatures<\/a> also embed a public key infrastructure (PKI) into the signing process. PKIs generate two keys\u2014 one public and one private \u2014 to identify the signer and the entity requesting the signature. Both the digital certificate and PKI provide stringent identification and security for sensitive legal documents.<\/p><h2>Digital Signature Vs. Electronic Signature<\/h2><p>Electronic signatures are digital symbols that a signer applies to a contract while digital signatures use encryption methods to authenticate digital documents. While <a href=\"\/en-gb\/blog\/electronic-signature-vs-digital-signature\/\">both signatures<\/a> are legally binding, electronic signatures replace traditional signatures.<\/p><p><strong>Digital Signatures:<\/strong><\/p><ul><li>Use sophisticated certificate-based identification methods<\/li><li>Secure document integrity<\/li><li>Are not equivalent to a handwritten signature<\/li><li>Use encryption to verify the validity of signed documents<\/li><li>Require third-party verification<\/li><\/ul><p><strong>Electronic Signatures:<\/strong><\/p><ul><li>Use standard methods (employee ID, email, or multi-factor authentication) to authenticate a signer\u2019s identity<\/li><li>Verify document authenticity<\/li><li>Are equivalent to a handwritten signature<\/li><li>Use audit trails to validate signed documents<\/li><li>Are easy to apply via electronic signature apps<\/li><\/ul><p><a href=\"\/sign\/\"><img alt=\"sign platform\" src=\"https:\/\/www.cm.com\/cdn\/web\/sign-platform.svg\"><\/a><\/p><p>Our <a href=\"\/en-gb\/sign\/\">Sign<\/a> electric signature solution allows you to complete contracts, agreements, and documents fast and secure without unnecessary printing and scanning.<\/p>","meta_title":"Digital Signature Explained - What Is It? | CM.com Glossary","meta_description":"A digital signature guarantees that an electronic document is authentic. Read more about how to use digital signatures in our Glossary.","created_at":"2022-02-28T11:56:38.000000Z","updated_at":"2022-02-28T12:07:59.000000Z","deleted_at":null}
{"id":775,"group_id":11,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Direct Dial In (DDI)","slug":null,"description":"Direct Inward Dialing (DID) or Direct Dial In (DDI) is a service of a local phone company or local exchange carrier that provides a block of telephone numbers for calling into a company\u2019s private branch (PBX) or IP telephony system. Using DDI, a company can offer its customers individual phone numbers for each individual or workstation within the company without requiring a physical line into the PBX for each possible connection. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":766,"group_id":8,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"DLR","slug":null,"description":"A DLR refers to a status of a sent message. Once the message has been received (or not) within the 48-hour retry range, the sender (company or aggregator) receives a Delivery Status Report with detailed information about the processed message.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":769,"group_id":9,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"DTMF tones ","slug":null,"description":"Dual Tone Multi Frequency is a method often used in IVR systems to choose menu items or enter codes. DTMF is widely used for telecommunication signalling over analog telephone lines in voice-frequency bands, and is used in push-button telephones for tone dialling.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":781,"group_id":13,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"ESMEs","slug":null,"description":"External Short Messaging Entities or ESMEs are external applications that connect to an SMS service for sending and receiving SMS messages. Examples of ESME\u2019s are voting systems or automated marketing messages. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":787,"group_id":15,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Fake DLR\u2019s","slug":null,"description":"Fake DLR\u2019s are a known problem amongst aggregators. In a fake DLR, the supplier of a connection falsely reports a successful delivery to an end-user device. This results in loss of money, because companies pay for messages that are never delivered on a handset. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5509,"group_id":76,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"FAQ Chatbot","slug":"what-is-faq-chatbot","description":"<p>An FAQ chatbot can be used to automate answers to some of the more common questions your organisation may be asked. These types of questions can be a huge drain on your customer service team and often involve repetitive, copy & paste answers that are more easily and efficiently managed by machine.<\/p>","title":"What is a FAQ chatbot?","text":"<p>An FAQ chatbot can be used to automate answers to some of the more common questions your organisation may be asked. These types of questions can be a huge drain on your customer service team and often involve repetitive, copy & paste answers that are more easily and efficiently managed by machine. <\/p><p>FAQ chatbots are effective because they allow customers to get rapid access to the information they need without having to scroll through pages and pages of FAQs. Not only do they allow customers to self-serve and access answers to their questions without the need for human interaction, they also mean you can offer 24\/7 customer service without the need to increase your staffing overheads. <\/p><p>FAQ chatbots can take the form of either an AI or scripted chatbot, although scripted chatbots are more common in customer support and marketing settings. Scripted chatbots can carry out simple conversations with customers based on a predefined script. When a user sends a customer service query, the chatbot can reply with a predefined answer based on its script programming. As with other types of chatbot, the FAQ chatbot can escalate a query to a human agent if it\u2019s unable to resolve it to the customer\u2019s satisfaction.<\/p><p>More advanced AI chatbots can determine the answers to more complex questions based on the format of the question and information held within your organisation. <\/p><h2>What are the benefits of a FAQ chatbot?<\/h2><p>FAQ chatbots save customers valuable time, ensuring they\u2019re not on hold for hours on end or spending large chunks of their day trawling through reams of FAQ pages. Allowing your customers to self-serve has two major benefits:<\/p><p>It means your customer service team can focus on providing quality customer care, rather than dealing with repetitive queries and means they can take time off out-of-hours.<\/p><p>Customers can get the information they need with minimal effort and without needing to speak to a customer service agent, which some people can find intimidating. <\/p><h2>How to get started with a FAQ chatbot<\/h2><p>Whether you\u2019d prefer a <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-gb\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements.<\/p>","meta_title":"What is a FAQ chatbot? | CM.com Glossary","meta_description":"An FAQ chatbot can be used to automate answers to the more common customer questions. Read more about FAQ chatbots in our Glossary.","created_at":"2022-02-28T13:23:03.000000Z","updated_at":"2022-02-28T13:58:48.000000Z","deleted_at":null}
{"id":790,"group_id":16,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"GDPR","slug":null,"description":"The General Data Protection Regulation is a EU-regulation that prescribes what precautionary measures companies must take to protect citizens from privacy and data breaches, including how to handle breach notifications. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":796,"group_id":18,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"HLR","slug":null,"description":"Home Location Register (HLR) is an MNO database containing all information related to a mobile subscriber\u2019s device. CM uses HLR for its Number Lookup feature, allowing you to verify number information and prevent fraud.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":799,"group_id":19,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Hybrid (Hybrid Messaging)","slug":null,"description":"Hybrid messaging enables you to send push messages with SMS as fall-back. Mobile messages will be sent via the cost-effective push messaging. If the receiver doesn\u2019t have your app installed or is offline, the message is sent via SMS. This way you\u2019ll realise the highest reach at the lowest cost. If you don't have your own app, you can use CM's Notifire app. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":802,"group_id":20,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"IMSI","slug":null,"description":"International mobile subscriber identity, unique for every SIM card. The IMSI code is related to one SIM card, so even if the phone number is used again by another user, the sim card will be printed again and with that it will receive a new IMSI Code.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5506,"group_id":75,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Internal Knowledge Base Chatbot","slug":"what-is-internal-knowledge-base-chatbot","description":"<p>An internal knowledge base chatbot allows you to hold a vast amount of internal company information in one place for your customer service team. One of the benefits of an internal knowledge base chatbot is it can fast track new employee training and allow new starters to become more effective. <\/p>","title":"What is an internal knowledge base chatbot?","text":"<p>An internal knowledge base chatbot allows you to hold a vast amount of internal company information in one place for your customer service team to access. One of the prime benefits of an internal knowledge base chatbot is that it can fast track new employee training and allow new starters to become more effective more quickly. The knock-on effect of that is it frees up more experienced staff to focus on quality customer care rather than line management and training. <\/p><p>But internal knowledge base chatbots are not only for new starters, experienced colleagues can benefit from the depth of information they provide. It's virtually impossible for one employee to hold all of the information at all times that they need to do their job, so an internal knowledge base chatbot is a useful reference tool. <\/p><p>Knowledge leaving your business is also a concern, particularly in high-churn environments such as customer service. An FAQ chatbot solves the issue of knowledge retention by keeping vital information at the fingertips of all team members.<\/p><h2>What are the benefits of an internal knowledge base chatbot?<\/h2><p>A knowledge base chatbot can <a href=\"\/en-gb\/about-cm\/our-customers\/vivid\/\">support employees in ways humans can\u2019t<\/a>, giving them the information they need to do their job effectively from day one. The chatbot not only boosts efficiency for the new starters and experienced employees alike, it also saves line managers time and energy directing their teams to the correct responses. With teams able to solve their own issues, the chatbot helps to boost confidence, self-worth and morale within the team.<\/p><h2>How to get started with an internal knowledge base chatbot<\/h2><p>Whether you\u2019d prefer a <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-gb\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to launch your own internal knowledge base chatbot. <\/p>","meta_title":"What is an internal knowledge base chatbot? | CM.com Glossary","meta_description":"An internal knowledge base chatbot allows you to hold information in one place. Read more about internal knowledge base chatbots in our Glossary.","created_at":"2022-02-28T12:36:40.000000Z","updated_at":"2022-02-28T12:36:40.000000Z","deleted_at":null}
{"id":805,"group_id":21,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"JSON","slug":null,"description":"JavaScript Object Notation is one of the programming languages.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5512,"group_id":77,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Live Event Chatbot","slug":"what-is-live-event-chatbot","description":"<p>A live event chatbot allows customers to get quick answers to their questions before, during and after a live event. Live event chatbots can respond quickly and easily to the sorts of repetitive logistical questions visitors ask about live events.<\/p>","title":"What is a live event chatbot?","text":"<p>A live event chatbot allows customers to get quick answers to their questions before, during and after a live event. Live event chatbots can respond quickly and easily to the sorts of repetitive logistical questions visitors ask about live events, giving agents more time to respond to complex questions or issues. The chatbot can deal with the whole experience, only handing off to customer service agents when a query is escalated to a level the chatbot can no longer manage.<\/p><p>As well as automatically responding to frequently asked questions, an AI-powered chatbot can scrape your website for detailed information in order to answer broader questions. Over time, artificial intelligence chatbots can create their own answers to questions, creating a more conversational experience for consumers. <\/p><h2>What are the benefits of a live event chatbot?<\/h2><p>Making it easy for customers to find the event information they need saves them time and creates an enjoyable, stress-free experience for them. Not only that, saving time for your customers will also save time for your customer service team. Creating a seamless customer experience also benefits your event in the long-term, creating positive sentiment and encouraging repeat business. <\/p><h2>How to get started with a live event chatbot<\/h2><p>Whether you\u2019d prefer a <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-gb\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements at live events.<\/p>","meta_title":"What is a live event chatbot? | CM.com Glossary","meta_description":"A live event chatbot allows customers to get quick answers before, during and after events. Read more about live events chatbots in our Glossary.","created_at":"2022-02-28T13:26:52.000000Z","updated_at":"2022-02-28T13:26:52.000000Z","deleted_at":null}
{"id":808,"group_id":22,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Long Code","slug":null,"description":"Long code stands for a regular MSISDN number virtualised and enabled for usage in Two-way messaging. So, you have a regular number that is linked to a system which you can use for interactions with the end users. These can be dedicated or shared the way Uber does.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":823,"group_id":27,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Mail SMS ","slug":null,"description":"An easy to implement messaging solution with which you can send out SMS messages from your email account. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":811,"group_id":23,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"MCCMNC","slug":null,"description":"The dedicated code with which particular mobile operators are identified. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":814,"group_id":24,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"MNO","slug":null,"description":"Mobile Network Operators such as Vodafone, China Mobile and Airtel. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":817,"group_id":25,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"MNP","slug":null,"description":"MNP stands for Mobile number portability. A phone number registered on one network, moves the same number service to another Network (T-mobile to Vodafone NL). During the transferring process, the end user gets a new SIM card printed containing an IMSI code from the new network, which helps Telco companies do proper routing for traffic in voice, SMS, etc.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":826,"group_id":28,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Mobile Originated (MO)","slug":null,"description":"Mobile communication where the message is sent from an end user to an application.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":829,"group_id":29,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Mobile Terminated (MT)","slug":null,"description":"Mobile communications where the message is sent from an application to an end user.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":820,"group_id":26,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"MSISDN","slug":null,"description":"The Mobile Station International Subscriber Directory Number is a number used to identify mobile subscribers, and maps the mobile telephone number to a SIM card in a mobile phone. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":832,"group_id":30,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Number Verifier","slug":null,"description":"An HLR based solution to help you optimise routing, to clean up a database of numbers for improved accuracy or to prevent ATM card cloning fraud.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":835,"group_id":31,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Numeric Sender ID","slug":null,"description":"These sender IDs consist of solely numeric characters. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":838,"group_id":32,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"OTP","slug":null,"description":"OTP is the abbreviation of One Time Password and is a string of characters or numbers automatically generated to be used for one single login attempt. These can be sent to the user\u2019s phone via SMS or Push messaging. OTP\u2019s will minimize the risk of fraudulent login attempts and thus the risk of stolen data.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":841,"group_id":33,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"OTT","slug":null,"description":"OTT or Over The Top refers to third party content that is sent directly to the end user, where the ISP facilitates the transport of the IP packets. Examples are Skype, WhatsApp and FaceTime.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":844,"group_id":34,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"P2P Messaging","slug":null,"description":"Person to Person Messaging is SMS messaging between two people, including traffic that connects two people through an API. P2P messaging is used for, amongst others, customer care or order delivery messages. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":847,"group_id":35,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Payment Service Provider","slug":"payment-service-provider","description":"<p>A payment service provider (PSP) refers to a third-party solution that enables businesses to accept a variety of <a href=\"\/en-gb\/payments\/payment-methods\/\">online payment methods<\/a> by connecting them to the broader financial system. <\/p>","title":"What is a Payment Service Provider","text":"<p><a href=\"\/en-gb\/payments\/\">Payment service providers<\/a> facilitate payment transactions between eCommerce and mCommerce merchants and their customers. From the moment a customer enters their payment details to the second the funds clear in the merchants\u2019 account, the payment service provider works on their behalf with banks, card schemes, and payment platforms to make sure the payment is processed, and the transaction goes through successfully.<\/p><p>Payment service providers bring each party in the chain together, including the merchants, customers, banks, card networks, and payment platforms. This helps ensure a fast, seamless, and secure payment experience for businesses and their customers.<\/p><p><br><\/p><p><img alt=\"payments acceptance process CM.com\" src=\"https:\/\/www.cm.com\/cdn\/web\/payments-acceptance-process-cm.png\"><\/p><p><br><\/p><p>A payment service provider manages the payment process in its entirety:<\/p><ul><li>A customer attempts to pay for an item or service online (for example with a credit card)<\/li><li>Transaction details are sent to the acquiring bank (merchants bank), its role is to exchange funds with the issuing bank (customers bank) and ensure that the merchant receives their payment<\/li><li>The transaction details are then passed over to the credit card network \u2013 such as MasterCard, Visa, or iDEAL<\/li><li>These transaction details are sent to the issuing bank, which decides whether to approve the payment based on e.g. the buyer\u2019s financial status and 3DS consent<\/li><li>The issuing bank passes on their decision to the credit card network, which passes it onto the acquiring bank<\/li><li>Following payment authorisation, the issuing bank sends funds to the card network<\/li><li>The card network then passes funds to the acquiring bank, which then deposits them into the payment service provider\u2019s merchant account<\/li><li>The payment service provider then notifies the business and customer that the payment has been completed<\/li><li>Finally the payment service provider pays the amounts received towards their merchant<\/li><\/ul><h2>Why Use a Payment Service Provider?<\/h2><p>You can use a payment service provider to accept a range of payments from your customers via one gateway including debit cards, credit cards, mobile wallet payments, and more. The majority of payment service providers provide both local and global payment methods and accept payments in a range of currencies \u2013 making them a secure and effective way to accept payments from customers around the world.<\/p><p><br><\/p><p><img alt=\"mobile payment methods\" src=\"https:\/\/www.cm.com\/cdn\/web\/mobile-payment-methods.jpg\"><\/p><h2>What Are the Benefits of a Payment Service Provider?<\/h2><p>Additional benefits you\u2019ll experience when using payment service providers: <\/p><ul><li>Online payment transactions are swift, secure, and efficient <\/li><li>Payment service providers are cost-effective, they typically offer affordable rates to merchants<\/li><li>Simplicity: you have one basic contract and access to a wide variety of payment methods<\/li><li>Customers have a range of online payment methods to choose from, making it easier for them to find the ideal way to pay for them<\/li><li>Payment service providers cut admin time for businesses<\/li><li>They offer cost-efficient security (such as PCI compliance)<\/li><li>Payment service providers also identify any potential instances of fraud<\/li><li>The ability to accept global payments in a range of currencies<\/li><\/ul><h2>Get Started<\/h2><p>Get access to a range of online payment methods and solutions and ensure secure, fast, and affordable payment transactions with a payment service provider. Payment service providers dial back your admin time, making them a no-brainer for your payment transactions.<\/p>","meta_title":"What is a Payment Service Provider (PSP)","meta_description":"A payment service provider (PSP) refers to a third-party solution that enables businesses to accept a variety of online payment methods.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-11-05T16:01:11.000000Z","deleted_at":null}
{"id":850,"group_id":36,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Push (Certa Push)","slug":null,"description":"Push is a messaging solution with which you can send large batches of Push messages to your app(s). Our Push messaging solution by Certa allows you use filters and preferences to fine-tune your notifications for your audience. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5524,"group_id":81,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Returns & Where Is My Order (WISMO) Chatbots","slug":"what-are-returns-wismo-chatbots","description":"<p>Returns and WISMO chatbots allow customers to easily self-serve and find answers to frequently asked questions (FAQs). The process enables customers to seamlessly and quickly handle the laborious task of returning items or tracking orders without the need to speak to a human service agent.<\/p>","title":"What are returns and WISMO chatbots?","text":"<p>Returns are about making the best of a bad situation. No-one is making money from the returns process except your logistics service, but it\u2019s important to make sure your customer comes away from the process with a good impression of your company. After all, the ideal situation after any returns process is that the customer comes back the following week and spends twice as much. <\/p><p>Keeping things simple here is key. A chatbot that can handle the full returns process including logistics, tracking, and refunds by interrogating your back end systems for information, will save your customer services team valuable time and let them focus their efforts on more important tasks. <\/p><p>Talking of logistics, customer expectations are higher than ever and knowing where their order is comes fairly high up the list. Manually tracking individual orders over chat, email, or phone would be an enormous drain on your customer service team, but there\u2019s a chatbot solution for that. A Where Is My Order (WISMO) chatbot can communicate with your data storage, or 3rd party courier systems to track down orders fast and then return the information on a map, or in text form if you prefer.<\/p><h2>What are the benefits of returns and WISMO chatbots?<\/h2><p><a href=\"\/en-gb\/blog\/six-ways-chatbots-can-revolutionise-retail\/\">Returns and WISMO chatbots<\/a> allow customers to easily self-serve and find answers to frequently asked questions (FAQs). The process enables customers to seamlessly and quickly handle the laborious task of returning items or tracking orders without the need to speak to a human service agent. Automating the returns and WISMO process enables customer service agents to focus on the more urgent and complex customer issues.<\/p><h2>How to get started with returns and WISMO chatbots<\/h2><p>Whether you\u2019d prefer a <a href=\"\/en-gb\/mobile-service-cloud\/scripted-chatbot\/\">scripted chatbot<\/a> or an <a href=\"\/en-gb\/conversational-ai-cloud\/\">AI chatbot<\/a>, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customers\u2019 returns and WISMO requests. <\/p>","meta_title":"What are returns and WISMO chatbots? | CM.com Glossary","meta_description":"Returns and WISMO chatbots allow customers to easily self-serve and find answers to FAQs. Read more about returns and WISMO chatbots in our Glossary.","created_at":"2022-02-28T13:47:47.000000Z","updated_at":"2022-02-28T13:47:47.000000Z","deleted_at":null}
{"id":856,"group_id":38,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"SDK","slug":null,"description":"A Software Development Kit (SDK) is a collection of tools that allow you to build your own software with implemented CM. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5554,"group_id":82,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Self-Service","slug":"what-is-self-service","description":"<p>Self-service enables customers to find information they need without having to wait in a queue for customer service agents, or even having to speak to a human at all. It involves automating (and simplifying) elements of the customer service journey to relieve reliance on your customer service team.<\/p>","title":"What is self-service?","text":"<p>Self-service enables customers to find the information they need without having to wait in a queue for customer service agents, or even having to speak to a human at all. It involves automating (and simplifying) elements of the customer service journey to relieve reliance on your customer service team to answer repetitive questions. <\/p><p>Making customer service as seamless as possible sometimes involves removing the human element. In some instances, it\u2019s more practical, more efficient, and more cost effective to create an environment where customers can do some of the heavy lifting themselves. <\/p><h2>What are the benefits of self-service?<\/h2><p>Self-service is a cost effective way of reducing wait times for customers and live contact with your agents. With a comprehensive self-service solution in place, your customers can find the information they need at any time, not just between your customer service team\u2019s working hours. Giving your customer service agents this time to breathe will help to reduce stress within the team. Ultimately, it\u2019s all about improving the customer and employee experience.<\/p><h2>How to get started with self-service<\/h2><p>Find out more about how you can build a self-service environment for your brand with our <a href=\"\/en-gb\/conversational-ai-cloud\/\">Conversational AI Cloud<\/a>, or <a href=\"\/en-gb\/contact\/sales\/\">get in touch<\/a> to discuss your needs with a member of our specialist team. <\/p>","meta_title":"What is self-service? | CM.com Glossary","meta_description":"Self-service enables customers to find the information they need without having to wait in a queue for agents. Read more in our Glossary.","created_at":"2022-04-29T12:56:03.000000Z","updated_at":"2022-04-29T14:10:24.000000Z","deleted_at":null}
{"id":874,"group_id":44,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Send\/Receive apps","slug":null,"description":"This is an easy to use web app to send SMS\/Hybrid messages to individuals or lists, and allow them to send replies.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":877,"group_id":45,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Short Code","slug":null,"description":"Short codes are significantly shorter digit sequences than regular phone numbers, mostly 3 to 5 digits. Because such shorter numbers like 3333 are easier to remember, such short codes are often used by charities, television voting and other commercial purposes. CM can provide you with several short codes.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":859,"group_id":39,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"SIM","slug":null,"description":"The Subscriber Identity Module presents the SIM card used to enable communication over a telecommunication network for a device (smartphone, tablet, etc.) ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":862,"group_id":40,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"SIP Trunk","slug":"sip-trunk","description":"<p>SIP trunking is a type of Voice over Internet Protocol (VoIP) technology that lets businesses make calls over a data connection rather than a traditional phone line.<\/p>","title":"What Is a SIP Trunk","text":"<p>Essentially, a <a href=\"\/en-gb\/voice\/sip-trunk\/\">SIP trunk<\/a> is the virtual version of an ISDN phone line and enables organisations to upgrade their existing PBX infrastructure to use VoIP functionalities. This technology is becoming increasingly popular as the need for analog lines becomes redundant for many businesses who have migrated their traditional office telephony setup to a more flexible, scalable environment.<\/p><p>\u2018SIP\u2019, which is short for Session Initiation Protocol, is an application layer protocol that lets you run your phone system over an internet connection as opposed to legacy systems and traditional phone lines. A \"trunk\" is a line or link that carries signals and connects nodes in a communications system \u2013 in other words, a pipe that carries the data channels inside it to connect two locations. <\/p><p><img alt=\"SIP Trunking\" src=\"https:\/\/www.cm.com\/cdn\/web\/sip-trunking-cm.svg\"><\/p><h2>How Does SIP Trunking Work<\/h2><p>A SIP trunk is, in essence, a digital alternative to the analog phone line that many businesses historically used to make phone calls. SIP allows organisations to connect one, twenty, up to thousands of concurrent channels directly to an IP-enabled Private Branch Exchange (PBX), enabling those within the company to make long-distance phone calls via the internet. SIP trunks utilise a packet switch network, in which voice calls are broken down into digital packets and sent across a network to the final destination.<\/p><p>While for landlines a session simply consists of voice signals, SIP allows companies to transmit and receive different types of data such as voice, images, videos, documents, and other forms of media. <\/p><h2>What Is a SIP Trunk Provider<\/h2><p>A <a href=\"\/en-gb\/voice\/sip-trunk\/\">SIP Trunk provider<\/a> allows businesses to connect their in-house IP PBX systems to the PSTN (Public Switched Telephone Network). Company\u2019s use SIP Trunk Providers to make outbound calls and receive inbound calls. Many providers offer much more than that. CM.com\u2019s Voice Management app, for example, lets you scale up whenever you want using a convenient cloud interface, easily manage and monitor your outbound and inbound calls, and observe real-time insight into your voice data, including volume, destinations, cost, and quality statistics.<\/p><h2>What Are the Benefits of SIP Trunking<\/h2><p><strong>Low Call Charges<\/strong><\/p><p>SIP trunking allows telephone calls to be made over the internet. The most efficient route is chosen and there is no need to set up a dedicated line over the PSTN for the duration of the call. Compared to calls made over traditional telephone lines, this approach saves resources and significantly reduces call charges.<\/p><p><strong>Quick and Easy Implementation of VoIP <\/strong><\/p><p>SIP trunks are easy to install and configure. Companies can benefit from VoIP advantages such as flexibility and cost savings - without restrictions or cuts to their business processes.<\/p><p><strong>Maximum Investment of Existing Infrastructure<\/strong><\/p><p>SIP trunking allows businesses to use their existing non-IP infrastructure - including PBX equipment - for as long as possible, in turn enabling them to maximise their investment.<\/p><p><strong>Lower Infrastructure Requirements and Costs<\/strong><\/p><p>SIP trunking makes it possible to move to cloud-based PBXs, which reduces the need for in-house hardware, software, and support.<\/p><p><strong>Future-Proof Telephony<\/strong><\/p><p>With SIP trunking, the upcoming ISDN switch-off can't hurt businesses because they have the option to upgrade their infrastructure from ISDN-dependent PBXs to VoIP-enabled systems. By making your telephone system fit for VoIP today, you can ensure that you will be able to maintain your usual work processes even after ISDN is switched off.<\/p>","meta_title":"What is SIP Trunking","meta_description":"SIP trunking is a type of Voice over Internet Protocol technology that lets businesses make calls over a data connection rather than a phone line.","created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-11-05T15:52:36.000000Z","deleted_at":null}
{"id":865,"group_id":41,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"SMS Campaigns","slug":null,"description":"Online mobile marketing solution to reach a large target audience with a personalised message. Our intelligent tracking tool allows you to see who converted to your message.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":868,"group_id":42,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"SMS Gateway ","slug":null,"description":"CM's SMS Gateway enables you to send text messages to mobile phones all around the world. To integrate this functionality into your application, you (or your developers) should implement communication with our API.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":871,"group_id":43,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"SMSC","slug":null,"description":"The SMS Center, usually the end party, that delivered the message to the handset.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":880,"group_id":46,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Texter","slug":null,"description":"An SMS test tool which lets SMS aggregators, MNO`s and MVNO`s check the quality of SMS routes, using live nodes, limiting the risk of whitelisting and grey routes.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":883,"group_id":47,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Two-Factor Authentication (2FA)","slug":null,"description":"The risk of fraud is drastically reduced if the user doesn\u2019t only have to fill in his user name and password (something he knows) but also needs something he \u201chas\u201d -like his mobile phone- to complete the login. This second factor of authentication can be, for example, a One Time Password or CM Authenticator.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":886,"group_id":48,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Two-way Messaging","slug":null,"description":"Enable replies so you can receive SMS message from your users via short codes, or long numbers. You can set automated actions for each message. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":5515,"group_id":78,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Verification Chatbot","slug":"what-is-verification-chatbot","description":"<p>Verification chatbots are a simple and secure way to verify the identity of customers, allowing them to access and update their information online without the need to contact customer service teams directly.<\/p>","title":"What is a verification chatbot?","text":"<p>Verification chatbots are a simple and secure way to verify the identity of customers, allowing them to access and update their information online without the need to contact customer service teams directly. These verification chatbots allow customers to correct payment or contact information in a secure way that guards against fraudulent access. If, for example, you need to verify a customer's identity before connecting them to a customer service team in order to discuss sensitive details of their account, a verification chatbot can provide a layer of security without requiring customer services to go through the time-intensive task of asking a series of security questions.<\/p><p>Verification chatbots are particularly useful where financial information needs to be disclosed. For example, to update payment details for standing orders, to correct financial information, or to apply for a financial product online.<\/p><p>By utilising technologies such as <a href=\"\/en-gb\/one-time-password\/\">Two-Factor Authentication (2FA)<\/a> your chatbot can securely identify customers using their mobile numbers. It\u2019s simple to use: a customer is sent a code via SMS or voice \u2013 potentially after asking a security question for an added layer of protection \u2013 and is then asked to enter the code into the chatbot to verify their identity. <\/p><h2>What are the benefits of a verification chatbot?<\/h2><p>Verification chatbots allow organisations to quickly verify that customers are who they say they are. This means customers can self-serve and update even sensitive financial and personal information with the knowledge their details are secure. Many people prefer to divulge sensitive information to a machine rather than a human, so a verification chatbot avoids any embarrassment on the part of the customer. <\/p><h2>How to get started with a verification chatbot<\/h2><p>Identify customers and secure online information with <a href=\"\/en-gb\/conversational-ai-cloud\/\">chatbots<\/a> and <a href=\"\/en-gb\/sms\/\">SMS<\/a>, build it today with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements.<\/p>","meta_title":"What is a verification chatbot? | CM.com Glossary","meta_description":"Verification chatbots are a simple and secure way to verify the identity of customers. Read more about verification chatbots in our Glossary.","created_at":"2022-02-28T13:35:19.000000Z","updated_at":"2022-02-28T13:35:19.000000Z","deleted_at":null}
{"id":892,"group_id":50,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Virtual phone number","slug":null,"description":"Virtual phone numbers are not directly terminated, but rather forwarded to another number. With a Virtual phone number you can have a Dutch number which forwards to a US one, so a US company has a \"virtual\" number in the Netherlands. These virtual phone numbers can be provided by CM.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":895,"group_id":51,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Voice API","slug":null,"description":"With CM\u2019s Voice API, any developer can create and maintain call flows. You won\u2019t need to integrate voice systems yourself to build IVR applications. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":898,"group_id":52,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Voice Notification API","slug":null,"description":"This voice API converts text to speech and is much used for notifications and Two-factor Authentication. Voice notification is available through API and our platform and consists of notifications (call, play and hang up), OTP and Get DTMF apps. ","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":901,"group_id":53,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Voice Wizard","slug":null,"description":"The CM Webtool to create simple IVR Inbound campaigns. Upload and sort voice prompts, design scenarios and get reporting.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":4954,"group_id":72,"localisations_l10n":"en-GB","users_name":"camilla.holroyd","status":"active","name":"Voicebot","slug":"what-is-a-voicebot","description":"<p>A voicebot is a conversational agent that uses artificial intelligence and natural language understanding (NLU) to interpret the intent and meaning in the speech of its conversational partner. We also refer to this technology as 'Conversational IVR'.<\/p>","title":"What is a voicebot?","text":"<p><a href=\"\/en-gb\/conversational-ai-cloud\/voicebots\/\">Voicebots<\/a> use input voice recognition and translation (commonly referred to as speech-to-text or STT) alongside a text-to-speech (TTS) engine to understand human speech and respond using everyday language. <\/p><p>When you think of voicebots, your mind may instantly jump to the likes of AI voice assistants like Alexa or Siri. But in the customer service world, conversational interactive voice response (IVR) is quickly becoming one of the most utilised forms of conversational AI. <\/p><p>In simple terms, conversational IVR is the technology behind a voicebot, allowing callers to engage with a self-service solution with their voice. In contrast to traditional IVR, there is no static menu and callers don't have to dial in numbers. Conversational IVR can understand full sentences in voice and can even understand context. The voicebot will then reply in full sentences, allowing callers to lead the conversation.<\/p><p>With a voicebot, you can not only route customers to the right agent, but also facilitate service. For example, you can use conversational IVR to answer customer queries, to update customers on the status of an order, or to assist customers in updating personal information like an address or telephone number. <\/p><p>Traditionally with <a href=\"\/en-gb\/voice\/voice-api\/\">IVR<\/a>, callers would have to dial in numbers (referred to as touch-tone user inputs) in order to be redirected to the right person or department. Conversational IVR offers a faster, smoother, and more personal experience for customers. <\/p><p><img alt=\"human handover\" src=\"https:\/\/www.cm.com\/cdn\/web\/caic-humanhandover-left.png\"><\/p><h2>Voicebots vs Chatbots <\/h2><p>Like a voicebot, a <a href=\"\/en-gb\/chatbot\/\">chatbot<\/a> is an automated conversational interface powered by artificial AI, which you can use to automate and streamline your early-stage customer service interactions. <\/p><p>While voicebots can interpret the spoken voice and communicate in kind, chatbots are text-based messaging solutions that interpret written text and respond using text \u2013 facilitating a conversation between bot and user that mimics person-to-person messaging conversations. Since a voicebot converts speech to text and text to speech to communicate, it can use the exact same database as your AI chatbot is using. <\/p><p>Voicebots and chatbots both have their advantages, and you can use both to help provide customers with channels that suit their communication preferences. <\/p><h2>What Are the Benefits of Voicebots? <\/h2><p>Voicebots can provide <a href=\"\/en-gb\/blog\/voicebots-for-customer-service\/\">several benefits to customer service teams<\/a>. Let\u2019s look at a handful of some of the biggest. <\/p><ul><li><strong>Provide a Smoother Customer Support Experience <\/strong><\/li><\/ul><p>The touch-tone method, where callers must press specific numbers in order to be connected to the right department or agent, can be irritating and time-consuming for customers. <\/p><p>In contrast, conversational IVR offers a more fluid form of communication, seamlessly connecting callers to the right agent or department and providing the information they need. <\/p><p>Since you can use the same database and dialogs as for all your other <a href=\"\/en-gb\/conversational-ai-cloud\/\">Conversational AI solutions<\/a>, you guarantee the same answer on any channel. Whether a customer asks a question to your chatbot, looks it up on your dynamic FAQ page, or asks it to the voicebot; the answer will be the same. If you want to change an answer, such as opening hours, you only have to change it once and all your bots will be up-to-date. <\/p><ul><li><strong>Offer 24\/7 Customer Support <\/strong><\/li><\/ul><p>Customers hate to wait. But your customer service representatives can\u2019t always be available. Whether agents are overwhelmed by high call volumes or customers call outside of working hours, your agents\u2019 availability and customer needs don\u2019t always align. <\/p><p>Luckily, conversational IVR can offer fast, round-the-clock self-service support to customers. This ensures customers can get a response to their customer queries and issues 24\/7 \u2013 without having to wait on holds for hours. <\/p><ul><li><strong>Enable Self-Service Options <\/strong><\/li><\/ul><p>Autonomous customers are happy customers. You can put conversational IVR to good use, helping customers to source information and make their own changes \u2013 such as updating an old password or canceling a subscription to a service. This helps customers feel empowered and self-sufficient and helps them swerve time-consuming conversations with customer service representatives. <\/p><ul><li><strong>Improve Employee Satisfaction Rates <\/strong><\/li><\/ul><p>In addition, voicebots can help reduce customer service teams\u2019 workloads, reduce stress levels, and improve employee satisfaction levels. Conversational IVR takes the stress and pressure off your customer service agents by handling a high number of customer questions. This frees your agents up to focus on more complex and less tedious aspects of customer service. <\/p><ul><li><strong>Scale Without the Expense <\/strong><\/li><\/ul><p>It\u2019s expensive to recruit and train a large number of customer service agents and ensure that there are enough people on staff to answer customer queries around the clock. In addition, voicebots help with call reduction by addressing customer questions and issues \u2013 reducing the number of lengthy and costly calls between customers and agents. <\/p><p>Moreover, in comparison to conversational IVR, maintaining legacy IVR systems can be expensive. Voicebots offer companies the ability to scale and meet customer support needs cost-effectively. <\/p><h2>How to Get Started with Voicebots <\/h2><p>Voicebots provide a more seamless, natural way for customers to communicate with technology. By reducing workloads for customer service representatives, offering 24\/7 customer support, and allowing you to scale without the expense, voicebots are a smart way to address your front-line customer service needs. Head here to <a href=\" https:\/\/www.cm.com\/en-gb\/conversational-ai-cloud\/voicebots\/\">get started with voicebots<\/a> for your business. <\/p>","meta_title":"What Are Voicebots? Conversational IVR Benefits & More | CM.com","meta_description":"A voicebot is based on Conversational IVR technology; able to understand human speech and respond in a natural way. Discover what it is & the benefits","created_at":"2021-11-25T11:19:23.000000Z","updated_at":"2021-11-25T11:52:08.000000Z","deleted_at":null}
{"id":889,"group_id":49,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"VOIP","slug":null,"description":"VOIP, or Voice over IP, an IP network like the internet is used to transfer speech. This enables you to connect speech and data.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
{"id":904,"group_id":54,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Web App","slug":null,"description":"<p>Besides API and SDK integration, CM offers most products as web apps as well. By using the web apps on our platform, you\u2019ll gain easy access to all CM\u2019s products for messaging, payments, voice and authentication.<\/p>","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2022-03-28T11:44:08.000000Z","deleted_at":null}
{"id":907,"group_id":55,"localisations_l10n":"en-GB","users_name":"system","status":"active","name":"Whitelisting","slug":null,"description":"Testing SMS routes with the same numbers, as done with SIM boxes, results in Whitelisting. This means that algorithms will determine these numbers as priority numbers. Whitelisting of mobile numbers gives a distorted view of messaging delivery rates and route quality.","title":null,"text":null,"meta_title":null,"meta_description":null,"created_at":"2021-04-07T08:25:45.000000Z","updated_at":"2021-04-07T08:25:45.000000Z","deleted_at":null}
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