Juniper Research, a platform that provides research and analytical services to the global hi-tech communications sector has ranked CM.com, a market leader in cloud software for conversational commerce, as a leader in the Contact Center-as-a-Service (CCaaS) market.
CM.Com who is one of our members at Nairobi Garage// Kilimani was ranked 2nd along with Twilio and Infobip in research that assessed leading CCaaS platforms and evaluated them on criteria such as depth and breadth of offerings, service innovation and future prospects
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 organization responds to its customers’ need for innovative and future-proof solutions that integrate both modern messaging channels and traditional ones such as telephony.
According to Juniper Research, 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.
According to Transperancy Market Research, a contact center as a service (CCAAS Market )is a cloud based solution that allows enterprises to use the software of the contact center providers’.
This service model offers various deployment options to customers: public, private, hybrid, and multi-cloud. Various delivery model such as software as a service (SaaS), platform as a service (PaaS) and infrastructure as a service (IaaS) can be implemented.
Contact center as a service is a flexible option for many enterprises as it offers scalability as per operational needs, and flexibility to pay for only the technology needed.
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 organizations to support all audiences.
He also added, “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.
Earlier this year, Juniper Research recognized CM.com as a challenger and disruptor in the Contact Centre-as-a-Solution (CCaaS) market in the Future Digital Awards.
In 2021 Juniper Research also recognized CM.com as an “Established Leader” in three categories namely Conversational Commerce, CPaaS Vendors and Messaging Platforms.
CM.com was founded in Breda, The Netherlands in 1999. Sending SMS messages to nightclub and festival visitors was the very first service, and laid the foundation for what CM.com is today. Innovation, ambition, and the desire to become an international player led to a fast-growing company.
Today CM.com has continued its strong growth and has acquired a number of companies including PayPlaza, Yourticketprovider, Tracedock, and Phos.
In 2020, CM.com was listed on Euronext Amsterdam, after acquiring Global Ticket, CX Company, and RobinHQ and growing its presence in other markets, revenue and employees.
In the same year, they launched a number of cloud solutions including Mobile Marketing Cloud and Mobile Service Cloud. They also became the first to launch RCS in Germany and the Netherlands and added WeChat Pay and Apple Pay to its platform.
Over the years, CM.com has changed as a business and has evolved from an SMS services supplier to a full-service communication provider. The company now strongly believes that technology exists to enhance people’s lives. Make them better, safer, and easier.
Nowadays, CM.com connects businesses to people and people to businesses via telecom operators, worldwide payment providers, and Messaging Channels.