Next Level CCM: kwsoft® has released version 6.26 of its Serie M/ CCM solution. With this release, AI becomes an integral part of the CCM system. And there are other exciting new features.
An overview of some highlights from Release 6.26:
AI Readiness for Integrated Workflows
The new Release 6.26 introduces a standard that makes it easier to connect AI systems to the Serie M/. This is based on the Model Context Protocol (MCP), which enables seamless integration. This allows AI to provide practical support throughout the entire customer communication lifecycle—for example, by connecting M/TEXT, M/OMS, or the M/TEXT TONIC Editor with AI systems. Additionally, chatbots, customer service agents, and operational AI applications can now leverage Serie M/ features more directly.
End-to-End Monitoring of Live Operations
With new metrics based on OpenTelemetry & Micrometer, CCM teams gain better insights into the overall system performance as well as key process activities along the entire call chain and can more easily link these to monitoring and analytics platforms.
Output Management System becomes an integrative platform
With M/OMS Input X, incoming documents from various sources and formats can be consolidated into a centralized process. Documents are normalized, converted, and enriched in M/OMS for downstream processing. This allows teams to integrate new sources faster, reduce manual effort in mixed environments, and better support the gradual replacement of legacy systems.
Would you like to learn more about the new features of the Serie M/ or see the Serie M/ in person?
