Announcement

Mobile Service Cloud | Basic Packaging Update

If you do not yet have a transition planned from Customer Contact to Agent Inbox Basic, please contact success@cm.com immediately !

We would like to inform you about a key change in our service offering. Due to rapid technological advancements, particularly the rise of generative AI, it has become unfeasible to continue the development of two separate customer service tools within our Mobile Service Cloud offering. Therefore, we've made the decision to gradually phase out Customer Contact (CuCo) and replace it with the more advanced Agent Inbox solution as the Mobile Service Cloud basic tier. This means the CuCo solution will reach its end-of-life status on September 1, 2024.

We understand that this change may prompt questions and potentially cause inconvenience. Therefore, we are pleased to offer our existing clients an our new Mobile Service Cloud Basic solution, The Agent Inbox. We are confident that this will be a fitting replacement and will support your team with the latest functionalities and technologies.

What exactly are the benefits of switching to Agent Inbox for you?

• Enhanced Functionality: With Mobile Service Cloud, you gain access to a wider range of features that will elevate your customer service. This allows you to integrate more communication channels without adding to the workload

• Seamless Integration: Mobile Service Cloud seamlessly works alongside other solutions within our Engagement Platform. This means you'll have direct access to all relevant customer data from the Customer Data Platform (CDP) right in your agent inbox.

• Increased Scalability: Mobile Service Cloud provides greater scalability. The incorporation of generative AI enables swift deployment of colleagues from other departments during peak periods, ensuring more efficient resource use and better support.

This transition is designed to make your customer service more efficient and effective, while we continue to provide you with the best and most advanced tools. To ensure no disruption in service, we recommend that you transition to Mobile Service Cloud Basic as soon as possible. If you wish to learn more about this or our other more advanced packages, please view the packages here. Should you have any questions about this transition or if you're ready to take immediate action, please feel free to contact our customer support department at support@cm.com.