CCW Braces Itself for storm®

Content Guru is delighted to be exhibiting at CCW in Berlin from 20th to 23rd February 2017. As the largest international conference and trade show for contact centre management in Europe, CCW last year featured 267 exhibitors from 19 different countries, attracting more than 7,600 visitors from around the world. This year’s four-day show will once again be based at the Estrel Congress & Messe Centre in Berlin as CCW marks its 19th year. With wholesale expansion, transformation and automation sweeping through the European customer engagement space, 2017’s visitor numbers are predicted to exceed those of last year.

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The proceedings will open with an Innovation Day on 20th February, during which attendees will be able to experience innovative uses of new technologies and new methods of interaction up close. Content Guru will be showcasing the customer engagement and Cloud Contact Centre capabilities of its storm® Communications Integration™ platform at the show, courtesy of its Düsseldorf-based operating company Content Guru GmbH. Visitors to the Content Guru pavilion will also be able to order complimentary smoothies and juices over multiple automated communication channels via Content Guru’s innovative storm BAR™ solution. This showcases the platform’s multi-channel processing and iACD® (intelligent Automated Contact Distribution) and alerting capabilities at first-hand.

The Innovation Day will be followed by a three-day trade show and conference, based around the theme of ‘customer services of the future’. Martin Taylor, Chief Marketing Officer of Content Guru, will deliver a keynote address entitled ‘Automatic for the people: the rise of mass automation communication technologies’ at the International Plaza – the trade show’s first stop for international visitors and those interested in the latest trends and innovative solutions on offer from the industry’s global technology leaders.

Taylor commented:

“CCW is the premier contact centre event for Europe and, as we look to enlarge our presence in the substantial German market with Content Guru GmbH, this exhibition and conference represents a great forum for both European and local German contact centre operators to meet us and see what our technology can deliver for their organisations. We had a great debut at this show in 2016 and we are looking forward with pleasure to this next step in our European storm odyssey.”

Redwood Technologies Gets Involved with Befrienders Christmas Party

Sister company Redwood Technologies was delighted to continue its support of the local community by sponsoring involve’s annual Befrienders Christmas party.

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Held at the Parish Church of St John the Baptist in Crowthorne, the event saw over 60 people enjoy sandwiches, mince pies and good company in an effort to address the issue of social isolation, which can become more prevalent over the Christmas period. The event saw local handbell ringers The Crowthorne Chimes perform a medley of classic Christmas songs and share a few humorous readings on the festive season. Volunteer staff from Redwood Technologies also attended the event and spent time socialising with guests.

Read the full story here.

Content Guru Celebrates Trio of Awards

Content Guru, a UK-based provider of customer engagement and Communications Integration™ services, has had its most successful year to date. The company has enjoyed 30% revenue and profit growth, as well as extensive industry recognition, and a range of new clients.

Hundreds of the world’s largest organisations are already powered by storm®, Content Guru’s communications integration platform, in sectors ranging from utilities through finance to travel.

Awards Recognition
Content Guru began a winning streak of awards with a 2016 Queen’s Award for Enterprise: Innovation for its storm CONTACT™ cloud contact centre product. The Queen’s Awards celebrate outstanding achievement in UK enterprise and are the highest business accolades available in the United Kingdom. Content Guru was formally presented with the award at their headquarters in Radius Court by Mr James Puxley, Lord Lieutenant of the Royal County of Berkshire.

Queen's Award

This award was swiftly followed by the Comms National prize for Best SME Telephone System. This was given for the company’s storm PBX™ solution, which enables organisations of any size to take advantage of the platform’s enterprise–grade capabilities.

storm ASSIST™, which has been deployed for NHS England’s London Region Patient Relationship Management (PRM) initiative, earnt Content Guru another two awards. storm has been instrumental in implementing a range of mission-critical communications integration capabilities that have transformed the capital’s NHS 111 service, delivering adaptive intelligent automation, unparalleled real-time visibility and secure integration to healthcare information systems.

In the first triumph for ASSIST, Content Guru was delighted to come home with a prize for the second year running at the UK IT Awards. After winning ‘Cloud Provider of the Year’ in 2015, the storm team was delighted to take the 2016 award for ‘Best Use of Cloud Services’ in conjunction with its development partner, NHS England’s London Region.

Later on in the year, the NHS service was recognised internationally in the European Contact Centre and Customer Service Awards, as a ‘Silver Winner’ in the ‘Most Effective Improvement Strategy’ category.

Comms Business December

Analyst recommendations
Content Guru has been named as a challenger in Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe for the second year in a row, positioned highest for ability to execute. Within the report, Gartner evaluated contact centre providers in the Western European market against seven criteria for their ability to execute, and across eight criteria for their completeness of vision.

Meanwhile, influential US technology magazine CIOReview has chosen Content Guru as one of its Most Promising Contact Center Solutions Providers 2016. The acclaimed annual listing positions Content Guru, and its storm Communications Integration™ platform, as one of the 20 leading worldwide providers of contact centre technology.

Listings and Accreditations
The Redwood Technologies Group – which comprises sister companies Content Guru, Radius Communications and founder Redwood Technologies – has had its environmental credentials awarded with ISO 14001:2004 certification, following an independent assessment by Lloyd’s Register Quality Assurance (LRQA), a world leading UKAS (United Kingdom Accreditation Service) accredited provider of independent assessment services.

The company’s security credentials were also awarded in 2016. Content Guru was delighted to achieve the highest level of PCI DSS Compliance – Version 3.1 – as a member of the Redwood Technologies Group. The certification is recognised by the global PCI Security Standards Council, and builds on the company’s existing Level 1 compliance. This compliance certifies the security of Content Guru’s multi-channel payment processing processes.

Content Guru has also been listed by the Crown Commercial Service as a G-Cloud 8 (G8) Software-as-a-Service provider for its suite of storm communications, payment and management services. G8 services became available on the Digital Marketplace on 1st August.

New partnerships
Content Guru and Teleopti have whipped up a storm in the customer engagement space with a ground-breaking fusion of best-in-class workforce management (WFM) and Cloud Contact Centre capabilities.
Sean Taylor, CEO of Content Guru, commented:

“In the eleven years since we founded Content Guru, we have watched the company grow from strength to strength to become one of the world’s most experienced, and Europe’s largest, cloud communications provider.”

“We are especially pleased to announce our 30% growth in 2016, and hope to use this as a stepping-board for even more aggressive growth in 2017. The recognition brought by our success with awards, both royal and international, will be of tremendous benefit as we continue our international expansion.”

storm® CONTACT:IM™

As the traditional contact centre morphs into the multi-channel customer engagement hub, consumer expectations of communicating at any time, from any place and through any medium, are only increasing. Instant Messaging (IM) is now one of the most popular methods of conveying information and it figures prominently in millions of customers’ personal lives.

However, IM adoption within organisations is often limited and siloed, with some businesses even outsourcing their web chat functions. Incorporating IM alongside traditional contact centre functionality can be challenging, as allocating high-value agents to service web chat and other forms of communication, such as email and voice, can impact efficiency and service quality. Implementing a separate team to handle IM enquiries can create siloes of information, while outsourcing IM to third-party providers risks consistency and even brand damage.

Find out more about how storm® CONTACT:IM™ converges traditional communication channels with IM, processing messages, calls, emails and social media to deliver a seamless customer experience here.

How to Implement a Next Generation Customer Engagement Hub

Content Guru’s latest white paper uses recent Gartner research to outline how to elevate your customer experience to the next level. This document advises on how organisations can combine contact centre features and emerging technologies such as Artificial Intelligence (AI) to create an always-on, multi-channel Customer Engagement Hub which will scale with your business.

CEH

Click here to download the white paper.

The Mobile Office – Comms Business December

In the December issue of Comms Business, Martin Taylor, CMO of Content Guru and the Redwood Technologies Group, shares his thoughts on the emergence of the Mobile Office, and how the prevalence of technologies, such as mobile devices and social media, mean that customers increasingly expect it to be a standard offering within resellers’ portfolios.

Comms Business December

Click here to see the digital edition of Comms Business, and turn to pages 41-43 to read the full market report.

NHS 111 PRM in London Named Silver Winner at ECCCSAs 2016

NHS England’s London Region has gained Europe-wide recognition, with its storm-based NHS 111 Patient Relationship Management (PRM) service receiving a major accolade at the European Contact Centre & Customer Service Awards (ECCCSAs). NHS London’s 111 PRM service, which leverages Content Guru’s storm® ASSIST technology, was named ‘Silver Winner’ in the ‘Most Effective Improvement Strategy’ category.

ECCCSA

CG Sales Director Shub Naha accepts the award from Fiona Bruce

The ECCCSAs are the longest established contact centre awards in Europe, recognising exceptional performance in customer service across the region. The awards ceremony took place at the Hilton Park Lane Hotel in Mayfair on Monday 21st November 2016 and saw hundreds of industry professionals attend a gala dinner and after-party. The ceremony was hosted by journalist, newsreader and television presenter Fiona Bruce and there was a special guest appearance from Olympic gold medallist Rebecca Adlington OBE.

NHS 111 PRM featured in the ‘Most Effective Improvement Strategy’ category, which celebrates those organisations who have implemented a change in their business processes that has significantly improved the customer journey and experience. storm ASSIST has been deployed for NHS England’s London Region PRM initiative, enabling all 111 medical calls made in the capital to be routed efficiently to the healthcare professional best equipped to deal with the enquiry. storm has delivered tangible benefits to service users and healthcare providers alike, throughout the capital, introducing mass-personalised communications capabilities that improve patient experience and outcomes.

ECCCSA

NHS London’s Mark Bamlett & Craig Tucker and CG’s Matt Chadd with Rebecca Adlington OBE

Martin Taylor, CMO of Content Guru, commented:

“We’re immensely proud of our work with the NHS, and to see NHS England’s London Region receive another major industry award for its 111 PRM service is fantastic. The ECCCSAs focus on customer experience, which is always important – but nowhere more so than in the delivery of public health services. The ‘Most Effective Improvement Strategy’ category highlights the transformational impact that the best customer engagement solutions can bring, and it’s great to see storm achieving this kind of impact in a major NHS service.”

Content Guru Wins ‘Best Use of Cloud Services’ Award at UK IT Industry Awards 2016

Content Guru has triumphed for the second year in a row at the UK IT Industry Awards, this year taking the award for ‘Best Use of Cloud Services’ in conjunction with its development partner, NHS England’s London Region.

UK IT Industry Awards

These most prestigious awards, run in association with Computing Magazine and BCS (The Chartered Institute of IT), celebrate excellence across all areas of the IT industry. The ceremony was hosted by comedian Josh Widdicombe and saw over 1300 industry professionals enjoy a champagne reception, three-course meal and after-party.

Content Guru took the award for ‘Best Use of Cloud Services’ for its product storm® ASSIST, which has been deployed for NHS England’s London Region Patient Relationship Management (PRM) initiative. storm has been instrumental in implementing a range of mission-critical communications integration capabilities that have transformed the capital’s NHS 111 service, delivering adaptive intelligent automation, unparalleled real-time visibility and secure integration to healthcare information systems.

Martin Taylor, CMO of Content Guru, commented:

“We are very proud to have won this UK IT Industry Award. These awards are highly respected in our industry and we are honoured to have again been recognised amongst some of the most prominent names in IT.

“It’s fantastic to gain recognition of how storm is helping to transform NHS 111 London through the seamless combination of cutting-edge technology and expert medical knowledge. The NHS is an essential service in the UK, which saves so many lives, and it’s an honour to be involved like this.

“The award is also a great accolade for our hard-working Content Guru team, who are dedicated to ensuring excellence in customer experience, and who have worked so brilliantly with their NHS counterparts to make this transformation happen.”

Redwood Technologies to Sponsor Slough Voluntary Sector Awards 2016

Sister company Redwood Technologies is delighted to be one of the sponsors of this year’s Slough Voluntary Sector Awards (SVS) in celebration of the great work of local charities and voluntary groups in the region.

RedNews Autumn 2016

Organised by Slough Council for Voluntary Service (CVS), the SVS Awards night will bring together over 200 guests, including The Mayor of Slough, Councillor Arvind Dhaliwal and Fiona Mactaggart MP, for a gala awards dinner on the evening of Friday 18th November at the Heathrow Windsor Marriott Hotel.

Read the full story here.