We are happy to share some insights about CM drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.
We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined 
Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite use-cases.
In all of our Buyers Guides, we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and provider selection process for digital communications. We evaluated CM in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).
In the Digital Communications Platform Buyers Guide, our analysis classified CM as a provider of Assurance, receiving an overall grade of B+ with a 73.5% performance. CM’s best
grouped results came in Product Experience at 74.6% performance and a B+ grade due in part to its A- in Adaptability. In Customer Experience, CM received a B+ grade with a 68.8% performance due to its 73.4% performance in TCO/ROI.
CM’s B+ grade in Product Experience was impacted by its B in Usability, where it should improve on role-based custom UI requirements and breadth of its NLP capabilities. Customer Experience was impacted by its B in Validation, where it could enhance its services breadth and quality of service and showcase references and success stories.
CM performed best in Product Experience with a B+ grade, notably in Adaptability, receiving an A- due to its exceptional scope and depth of integration options made available to users. Moreover, the customization options and API availability are noteworthy in Adaptability. In Customer Experience, the ease of accessing tools to evaluate cost-saving opportunities along with key references were some of the highlights in the category.
CM did not meet the inclusion criteria for the Digital Communications Overall, Digital Communications Basic Suite or Digital Communications Premium Suite Buyers Guides and thus was not included.
This assessment was based on CM Mobile Service Cloud, Conversational AI Cloud, v. March 2024, and was available in March of 2024.
This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports:
Digital Communications Overall
Digital Communications Basic Suite
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