Based on its recent analysis of the European conversational AI market, Frost & Sullivan recognises CM.com with the 2021 European Competitive Strategy Leadership Award. CM.com's Communications Platform-as-a-Service (CPaaS) combines messaging and voice channels, chatbots, and innovative payment methods to help end-user organisations enhance their customer services and sales conversions. Our cloud-based conversational AI solution, Conversational AI Cloud (previously known as DigitalCX) enables fully automated, self-learning, and human-like dialogues between organisations and their customers. The strategic acquisition of CX Company helps us to gain advanced customer engagement capabilities and opportunities to cross-sell.
Outstanding Conversational Capability
“CM.com’s focus on practicality and efficiency is evident in its conversational user interface (UI), which is designed with real conversations in mind to enable human-like experiences and execute commands and transactions effectively. The outstanding conversational capability of the solution greatly augments its intelligence and applicability," said Federico Teveles, Research Analyst Frost & Sullivan. "Today, CM.com chatbots can be applied to diverse customer operations, including payments, customer services, sales, supply chain and inventory, notifications, and knowledge management across almost any digital channel and device."
Jeroen van Glabbeek, CEO CM.com: "First of all, this award is a great recognition for our team. With Conversational AI Cloud we are capable of making every conversation more intelligent. In this way, we are improving conversations between businesses and their customers, also by adding the right communication channels. Our technology recognises the customer intent and calculates the best possible answer. Needless to say that this way of automating conversations improves our client’s customer experience, while driving down their costs."
Unified View of the Customer Journey
Conversational AI Cloud provides a unique and intuitive drag and drop platform that enables organisations with no coding experience to create an enterprise-grade chatbot easily. Its practical interface helps train editors in a day and become fully familiarised with the features in a week. It also allows them to handle daily management, reporting, and maintenance tasks, which reduces the total cost of ownership for the business. It supplements this value proposition with end-to-end customer care, including messaging, voice, payments, contract sign, user authentication, number verifier, and ticketing. By combining corporate-grade chatbots with these complementary tools, Conversational AI Cloud provides organisations a unified view of the customer journey and customer data sets that can deliver actionable insights.
Continuous Optimisation
Acknowledging the business value delivered by rich self-service solutions, CM.com adopted an AI-centric strategy to resolve customer queries more effectively. Conversational AI Cloud offers an advanced learning system that uses rules with auto answers, fuzzy engine, and live learning from live chat. These best-in-class learning competencies ensure continuous, automatic platform self-optimisation. Overall, the integration of the payments systems and chatbots gives CM.com a valuable competitive advantage.
Federico Teveles, Research Analyst Frost & Sullivan: “CM.com is becoming a leading force behind the transformation of the global CX ecosystem. Conversational AI Cloud helps end-user organisations shift operations to a mobile environment and enables secure online payment transactions. Its innovative chatbot-based payment system generates cost reductions and CX enhancements, enabling organisations to create stronger bonds with their customers and meet the demands of digitally savvy shoppers," noted Teveles. "By placing performance value and creativity at the core of its product development strategy, CM.com has positioned itself as a future-ready technology partner to several industries."
About the Award
Each year, Frost & Sullivan presents this award to the company that has leveraged competitive intelligence to successfully execute a strategy that results in stronger market share, competitive brand positioning, and customer satisfaction.
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