Juniper's research shows that messaging channels such as Instagram and Facebook are becoming increasingly important for enterprises to communicate with their customers anytime, anywhere. This is one of CM.com's areas of expertise, offering both CCaaS and CPaaS (Communications Platform-as-a-Service) solutions. Mobile Service Cloud is CM.com's CCaaS solution, which enables companies to interact with customers via any channel: from messaging channels to telephony. By doing this, the organisation responds to its customers' need for innovative and future-proof solutions that integrate both modern messaging channels and traditional ones such as telephony.
Growing Market
The global revenue of the CCaaS market is expected to increase to $15.6 billion by 2027, up from $4.9 billion in 2022. This 216% growth is driven by services offered within comprehensive, subscription-based models, such as advanced analytics capabilities and AI chatbots.
Rutger de Ruiter, Senior Product Manager at CM.com:
"We are very pleased with this recognition as a market leader. In the market, we see an increase in volumes in messaging while volumes in traditional channels such as telephony decrease. Nevertheless, the vertical integration of voice and other channels remains crucial for organisations to support all audiences. We continue to invest across all channels to continue to provide future-proof and innovative solutions for the best conversational experiences as a trusted partner."
About Juniper Research
In this research, Juniper assessed and evaluated leading CCaaS platforms on criteria such as depth and breadth of offerings, service innovation and future prospects.
Earlier this year, Juniper Research recognised CM.com as a challenger and disruptor in the Contact Centre-as-a-Solution (CCaaS) market in the Future Digital Awards.
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