Jeroen van Glabbeek, CEOCM.com is leading this industry narrative with its suite of innovative, AI-based conversational software that sets new standards in optimizing the customer experience.
“By leveraging our AI-powered proprietary software suite for conversational commerce, numerous companies can improve their marketing, sales, and customer service processes to deliver an outstanding customer experience,” says Jeroen van Glabbeek, CEO of CM.com
The Groundbreaking Conversational AI Cloud
In 1999, Jeroen van Glabbeek and Gilbert Gooijers started exploring multiple ways mobile technology can enable people to communicate more efficiently, interact, and make payments with businesses worldwide. The duo initiated a club messaging service where they sent messages about guest DJs, timetables, contests, discounts, and weekend news right when it mattered to the visitor—which laid the foundation for CM.com.
Over the next two decades, CM.com built many in house, AI-powered workflows as part of its Conversational AI Cloud. By deploying intuitive and easy-to-control Al, it aims to automate customer contact in the most efficient manner possible.
In an increasingly digitized world, customer expectations are rapidly rising. Customers now expect faster answers on the channel of their choice. With CM.com’s Conversational AI Cloud solution that can be integrated into any medium, brands can easily automate conversations and let their customers decide how, when, and where they contact the brand. This implies round-the clock availability on every channel, platform, and device.
“Combining deep learning, machine learning, and rule-based recognition mechanisms, our virtual assistant software powered by Conversational AI Cloud enables organizations to deliver unique and personalized interactions that are trustworthy and secure,” says van Glabbeek.
It processes the incoming natural language in a manner that can remove a lot of the inconsistencies and variations associated with natural language processing. The AI-powered processes are designed to constantly learn from various user recommendations, followed by a quick analysis of those inputs. This allows companies to instantly adjust automated dialogues and build a conversational flow with their customers to facilitate engaging conversations.
In addition, CM.com’s proprietary models and processes provide AI-driven recommendations for optimizing a customer’s everyday workflows to generate a better end-user experience. It lets content editors create chatbots in their content management systems without coding. This results in a low total cost of ownership.
CM.com’s software suite is also supported by Conversational IVR, which enables clients to automate phone conversations with chatbots. It helps companies take intuitive customer service experience to a whole new level.
Upholding the Highest Security Standards
Like any other web entity, live AI chatbots are vulnerable to malware and data breaches. An ISO 27001 and NEN 7510 certified organization, CM.com has designed its entire software suite around high values of privacy and security.
Data goes into the platform through an elaborate transformation process. Multiple security tools are used to ensure that no sensitive data is stored in the system at any point. Clients who want to customize their environment according to specific security needs can easily make the desired adjustments to the software.
Setting New Benchmarks for Customer Support
Acknowledging the transformative impact of its suite of AI-powered solutions on customer engagement, numerous organizations across government, financial services, utility, and telecom sectors have partnered with CM.com to offer captivating consumer experiences.
Among multiple success stories highlighting CM.com’s high-caliber solutions and services is one where it took charge of automating the customer journey for Vattenfall, the Swedish multinational electric services company.
Combining Deep Learning, Machine Learning, And Rule-Based Recognition Mechanisms, Our Virtual Assistant Software Powered By Conversational AI Cloud Enables Organizations To Deliver Unique And Personalized Interactions That Are Trustworthy And Secure
CM.com’s software suite is also supported by Conversational IVR, which enables clients to automate phone conversations with chatbots. It helps companies take intuitive customer service experience to a whole new level.
Upholding the Highest Security Standards
Like any other web entity, live AI chatbots are vulnerable to malware and data breaches. An ISO 27001 and NEN 7510 certified organization, CM.com has designed its entire software suite around high values of privacy and security.
Data goes into the platform through an elaborate transformation process. Multiple security tools are used to ensure that no sensitive data is stored in the system at any point. Clients who want to customize their environment according to specific security needs can easily make the desired adjustments to the software.
Setting New Benchmarks for Customer Support
Acknowledging the transformative impact of its suite of AI-powered solutions on customer engagement, numerous organizations across government, financial services, utility, and telecom sectors have partnered with CM.com to offer captivating consumer experiences.
Among multiple success stories highlighting CM.com’s high-caliber solutions and services is one where it took charge of automating the customer journey for Vattenfall, the Swedish multinational electric services company.
At that time, the main challenges faced by Vattenfall were the need for digitization of processes as there was total disconnection between communication channels, and a lack of integration between software systems and the central data source. With the increasing number of contact moments, the demand for a scalable solution grew; this is where CM.com stepped in to provide its Conversational AI solutions.
The implementation process went smoothly: Chatbot Nina was live within two months and Vattenfall implemented it in various places on the website and in the app using an internal knowledge base. Today, Vattenfall's customer service, purchasing, and HR teams use Chatbot Nina, and since it has access to a large amount of data, it can give a personal response based on the customer’s specific situation and even provide personalized advice.
"By Leveraging Our AI-Powered Proprietary Software Suite For Conversational Commerce, Numerous Companies Can Improve Their Marketing, Sales, And Customer Service Processes To Deliver An Outstanding Customer Experience"
What's more, given that all of CM.com's conversational solutions use the same data and give the same answer, regardless of medium, place, or time, Vattenfall is readily able to answer all customer queries round-the-clock across multiple channels.
Many clients have also relayed time and again how, immediately after going live, they witnessed a 5 to 50 percent reduction in incoming call center traffic, depending on the number of channels through which their customers communicate. At the same time, clients record significant reductions in average handling times of live and automated conversations, a steady increase in customer satisfaction, and considerable savings in operational costs.
Businesses also want to partner with CM.com for its entrepreneurial culture, backed by an unwavering commitment to constant innovation. This enables CM.com to regularly optimize its suite of solutions based on how end-users interact with its platform. These data-driven optimizations help clients improve their workflows and engage more aggressively with customers.
Meanwhile, CM.com also wants to play an influential role in smart city missions. As various governments across the globe embark on this journey, they are looking to adopt digital technologies in public utilities which are intuitive and easy to use for citizens, students, and civil servants alike. CM.com’s solutions are an ideal fit for such purposes, with chatbots that can effectively engage citizens and guide them in municipal and administration, healthcare, security, and welfare services.
Putting AI at the heart of its solutions, CM.com will continue to help many more companies across industries enhance their customer experience with the power of Conversational AI.
The implementation process went smoothly: Chatbot Nina was live within two months and Vattenfall implemented it in various places on the website and in the app using an internal knowledge base. Today, Vattenfall's customer service, purchasing, and HR teams use Chatbot Nina, and since it has access to a large amount of data, it can give a personal response based on the customer’s specific situation and even provide personalized advice.
"By Leveraging Our AI-Powered Proprietary Software Suite For Conversational Commerce, Numerous Companies Can Improve Their Marketing, Sales, And Customer Service Processes To Deliver An Outstanding Customer Experience"
What's more, given that all of CM.com's conversational solutions use the same data and give the same answer, regardless of medium, place, or time, Vattenfall is readily able to answer all customer queries round-the-clock across multiple channels.
Many clients have also relayed time and again how, immediately after going live, they witnessed a 5 to 50 percent reduction in incoming call center traffic, depending on the number of channels through which their customers communicate. At the same time, clients record significant reductions in average handling times of live and automated conversations, a steady increase in customer satisfaction, and considerable savings in operational costs.
Businesses also want to partner with CM.com for its entrepreneurial culture, backed by an unwavering commitment to constant innovation. This enables CM.com to regularly optimize its suite of solutions based on how end-users interact with its platform. These data-driven optimizations help clients improve their workflows and engage more aggressively with customers.
Meanwhile, CM.com also wants to play an influential role in smart city missions. As various governments across the globe embark on this journey, they are looking to adopt digital technologies in public utilities which are intuitive and easy to use for citizens, students, and civil servants alike. CM.com’s solutions are an ideal fit for such purposes, with chatbots that can effectively engage citizens and guide them in municipal and administration, healthcare, security, and welfare services.
Putting AI at the heart of its solutions, CM.com will continue to help many more companies across industries enhance their customer experience with the power of Conversational AI.
CM.com News
Together, the companies will leverage SpeechLogix's advanced contact center solution and CM.com's omni-channel business messaging API to deliver enhanced customer engagement experiences for businesses of all sizes.
"We are excited about our partnership with CM.com," says Haitham El-Hanafi, Head of Sales at SpeechLogix. "CM.com’s Business Messaging API has added the omni-channel capabilities to XLogix Platform, which is nominated as one of the best overall platforms by Enterprise Connect in 2023, and we are confident that this collaboration will result in even more success for our customers."
The integration of CM.com's API into SpeechLogix's contact center solution has expanded its range of services, including WhatsApp, Apple business messaging, Twitter, Instagram, Facebook messenger, and VOIP. This provides customers with a streamlined experience, allowing them to connect with agents seamlessly across all channels.
SpeechLogix Smart Agent Routing, supported by CM.com’s omni-channel communication technology, ensures customers are directed to the same agent, regardless of the channel they use. This means that if there is a disconnection, customers can be confident that when they redial, they will be reconnected with the same agent who was previously helping them. Even if the customer decides to use a different channel or calls back later, they will still be connected to the same agent. This not only increases customer satisfaction but also streamlines the process and saves time.
Both companies are confident that this partnership will enhance the customer experience and improve business service delivery. They are committed to providing businesses with best-in-class customer service solutions that meet their needs. The integration of their platforms is the first step towards achieving that goal.
The partnership with CM.com has already seen significant success, with SpeechLogix deploying its solution for service providers such as Zain Group in the Middle East. The simplicity of CM.com's API has eased the integration process across all channels, providing customers with a complete all-in-one platform.
Alessandro Melotti, Partnership Manager of CM.com North America, added, "We are excited to join forces with SpeechLogix; the integration of both solutions will enable businesses to engage with their customers more personally and intelligently, which will drive better results and increased customer loyalty."
The partnership with CM.com is a win-win for SpeechLogix and its customers, providing a complete, all-in-one, streamlined, and user-friendly platform, providing businesses with cutting-edge solutions to streamline customer interactions and enhance overall customer engagement.