CM.com vs Kayako
Converge Team
Side-by-side comparison for 2026
| Feature | CM.com | Kayako |
|---|---|---|
| Starting Price | From $83/seat/mo | From $79/seat/mo |
| Best For | Large enterprises and developers needing comprehensive CPaaS solutions with extensive API capabilities | Traditional businesses focused on email and phone support |
| Standout Feature | Comprehensive Communications Platform as a Service (CPaaS) with enterprise-grade infrastructure and extensive API capabilities | Comprehensive knowledge base with customer portal |
| Free Plan | ✗ | ✗ |
| G2 Rating | 4.7/5 | 4.2 |
CM.com and Kayako represent different approaches to customer engagement technology. CM.com functions as a cloud communications platform specializing in SMS, voice, and email infrastructure for marketing and transactional messaging, while Kayako offers a unified customer service platform combining help desk, live chat, and customer journey tracking.
The key distinction lies in their core focus: CM.com excels in outbound communication and messaging infrastructure, whereas Kayako concentrates on inbound customer service and support ticket resolution.
Feature Comparison
CM.com delivers robust messaging infrastructure including SMS campaigns, voice broadcasting, email automation, and WhatsApp Business integration. Their platform excels in high-volume messaging with carrier-grade reliability and extensive API capabilities.
Kayako provides unified customer service tools including omnichannel support, customer journey mapping, satisfaction surveys, and integrated live chat. Their strength lies in creating comprehensive customer profiles and tracking interactions across touchpoints.
CM.com offers superior messaging automation and global reach, while Kayako provides better customer service workflow management and interaction history tracking.
Pricing Comparison
CM.com uses consumption-based pricing starting around €0.05 per SMS, €0.10 per voice minute, and volume-based email pricing. Costs are directly tied to usage volume, making it scalable but potentially unpredictable.
Kayako starts at $15/agent/month for essential features, scaling to $30/agent/month for advanced functionality. Their pricing includes unlimited tickets and conversations with predictable monthly costs.
For customer service teams, Kayako offers more predictable budgeting, while CM.com's model suits businesses with variable messaging needs and high-volume campaigns.
CM.com
Pros
- ✓ Extensive channel coverage including voice and SMS
- ✓ Robust API-first architecture for developers
- ✓ Enterprise-grade infrastructure with high uptime
Cons
- ✗ Complex pricing structure with multiple add-on costs
- ✗ Steep learning curve for smaller teams
- ✗ Limited transparency in pricing details
Kayako
Pros
- ✓ Comprehensive multi-channel support
- ✓ Strong knowledge base functionality
- ✓ Good reporting capabilities
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Limited social media integrations
- ✗ Complex setup for advanced features
Verdict
Choose CM.com if you need powerful messaging infrastructure with SMS/voice capabilities and global communication reach. Choose Kayako if you require comprehensive customer service management with unified customer profiles and journey tracking.
Choose CM.com if: You need reliable messaging infrastructure, operate internationally, or require extensive API integrations for custom communication workflows.
Choose Kayako if: You prioritize comprehensive customer service management, need unified customer profiles, or want detailed interaction tracking and journey mapping.
Alternative consideration: Converge provides excellent customer communication capabilities at $49/month flat rate, eliminating per-agent costs while delivering powerful features that compete with both platforms' core strengths.
Looking for more options? Browse all 750+ platform comparisons, or see all CM.com comparisons and all Kayako comparisons.