Content Guru Featured in Ventana Research Analyst Perspectives

Content Guru has been featured in leading US research and advisory company Ventana Research’s Analyst Perspectives blog. Ventana Research provides market research for business, providing insight and guidance about technology.

In the blog, Richard Snow, VP & Research Director for Customer Engagement talks about Content Guru’s cloud offering in the customer engagement space, explaining how storm® works and the different features available. Snow goes on to discuss the future of Content Guru and the storm platform, including the company’s plans to integrate with AI (Artificial Intelligence) and upcoming US events.

Read the full blog on Ventana Research.

Bracknell Athletics Club Snaps a Winner With Photo Finish System

On 11th April, Bracknell Athletics Club hosted an event to celebrate its new photo finish equipment, purchased after a £15,000 donation from Bracknell-based technology provider the Redwood Technologies Group.


Julian Starkey (left), Mayor Tony Virgo, Mayor Ash Merry (centre), Cllr Isabel Mattick, and Sean Taylor (right) with the equipment and score board

Bracknell Athletics Club was established in 1953 and ever since has been developing and training athletes across the track and field, producing competitors at national, European, world, commonwealth and even Olympic level. Redwood’s co-founder and CEO Sean Taylor also holds the position of President at the Club, having taken over from the late John Nike in February 2016, after Nike had held the position for 30 years.

Speaking about Redwood’s support of the Club, Taylor said: “As a company with roots very firmly in Bracknell, it’s fantastic to be able to share our success with local causes, especially one such as the Club, which encourages young people to work hard to achieve their goals and enjoy themselves in the process.”

The Redwood Technologies has sponsored the Club’s Young Athletes Open Meeting for over a decade and has shown its continued support by the donating photo finish equipment. The technology will enable the Club to pinpoint exactly what time each athlete crossed the finish line.

Read the full story on the Redwood Technologies website.

Content Guru Storms Ahead with European Award Triumph

On Thursday 30th March, Content Guru claimed its second major award in 2017 with victory in the ‘Vertical Market Solution of the Year’ category at the IT Europa European IT & Software Excellence Awards.

The award recognises the transformative benefits that the cloud-based storm® ASSIST™ solution continues to deliver to the global healthcare sector internationally, and in particular the positive impact it has had on the NHS 111 service for London. ASSIST combines highly-scalable cloud communication handling with secure integration to medical information systems, optimising how citizens and patients are connected to health advisors and vital clinical data.

The solution was brought in by the NHS to actualise urgent improvements to its NHS 111 telephone service in London, ensuring that calls are prioritised and sent directly to the best operator to meet each patients’ individual needs. ASSIST has also been deployed for Hertfordshire Urgent Care and other international healthcare organisations, such as HAP Zeeland in the Netherlands.


The Content Guru team: Matthew Chadd, centre, with trophy

Held at the Royal Garden Hotel in London, the ninth annual IT Europa Awards saw 100 companies from 28 countries represented amongst the finalists. The Awards recognise those IT solutions that get to the heart of customer issues to deliver better business, and are judged by IT professionals with decades of experience in the industry. The ceremony was presented by actor and comedian Dominic Holland, with a speech from IT Europa’s Editor John Garratt.

Matthew Chadd, Head of Project Management at Content Guru, commented:

“We are immensely proud to see ASSIST recognised with such a prestigious award, especially against strong competition from the very best of Europe’s IT industry. This accolade is a fantastic reflection of the steps the NHS is beginning to make in utilising cloud technology to continually improve patient outcomes, and it’s a great to see that our storm platform is able to play a part in this important digital transformation strategy.”

Digby Jones Inspires at Third Redwood Lecture

On Wednesday 22nd March, the Redwood Technologies Group hosted its annual Redwood Lecture at the Coppid Beech Hotel in Bracknell. The black-tie evening centred on a keynote speech by ex-Minister for Trade and CBI Director-General Digby Jones, Lord Jones of Birmingham.

In addition, Group colleagues and local community representatives enjoyed a military-themed presentation and Q&A with Campbell Christie CBE, a former Royal Navy Commodore and Commando, who drew on his wide security experience in the Persian Gulf and Northern Ireland.


Redwood Technologies Group CEO Sean Taylor greets Lord Jones

Read the full story on sister company Redwood Technologies’ website.

Content Guru & NHS 111 Triumph at the UK Cloud Awards

Europe’s Cloud Customer Engagement leader, Content Guru, together with its development partner NHS England Healthy London Partnership, has carried off another major industry accolade at the 2017 UK Cloud Awards.


The Content Guru & NHS London team at the Awards Evening

Content Guru took home the ‘Digital Transformation Project’ award for its storm® ASSIST™ solution. storm ASSIST forms the basis of NHS London’s 111 Patient Relationship Management (111 PRM) system. 111 PRM is digitally transforming the way NHS London manages its core Integrated Urgent Care communications through overlaying storm’s cutting-edge Cloud Contact Centre capabilities upstream from the capital’s five Integrated Urgent Care providers.

storm ASSIST, integrally-situated within the UK Vodafone network and securely connected to multiple long-term condition information systems, scales to manage any concurrent level of 111 patient demand. 111 PRM routes calls to the healthcare professional best equipped to deal with each enquiry, augments communications with personalised patient information, and provides specialised dashboards on which commissioners and providers across the capital depend.

111 PRM’s initial goals of improving patient experience and outcomes, whilst increasing efficiency, are being more than achieved, with continual improvement taking place via sector-pioneering Agile programme management methodologies.

Held at OXO2, London, on Wednesday 25th March, the 2017 UK Cloud Awards ceremony saw vendors, channel partners and customers gather to celebrate the best of the UK cloud market. The Awards are run by independent industry body, Cloud Industry Forum, and leading cloud computing resource, Cloud Pro, and have entered a fourth year of celebrating innovation, entrepreneurialism and technical excellence in the UK cloud IT Market.

Martin Taylor, CMO of Content Guru, commented:

“We’re delighted to have won a UK Cloud Award. These Awards celebrate the importance of the cloud model in the wider world and it’s fantastic to see our work with the NHS gain further industry recognition. The immense scalability of cloud has enabled NHS 111 London to significantly improve its service and, crucially, save even more lives.

“This win is also a great achievement for the brilliant team of amazing minds at Content Guru, who work 24/7 to ensure that storm is the first-choice mission-critical communications platform for major organisations such as the NHS, now and in the future.”

Customer Engagement – The Ten New Rules

We like to know we are doing the best we possibly can to engage our customers. After all, Customer Engagement and Experience is now the differentiator. But while we might do just enough now and then, there are always new tools and technologies to which we can turn for help.

You can be forgiven for finding it hard to keep track of all these new developments (though your customers might not go so easy on you). We have seen rapid and momentous transformations in mobile technology, the internet and social media in recent years. They have granted customers unprecedented dexterity and awareness of choice, reshaping customers’ expectations and interactions with organisations.

 
Leverage New Tech for the Best Customer Engagement

What’s more, technology will continue to change how we communicate. Like it or not, we have to keep up. So how exactly do we ‘keep up’? How do we engage customers in the best ways possible without overwhelming or bankrupting our organisations?

The Ten New Rules of Customer Engagement

1. Make contact easy: Here, easy means flexible. Enable customers to interact via any channel, on any device, at any time – from any place.

2. Be consistent: Make sure information and experience are comparable across all channels and that all your teams are on the same page, in style as well as content. How?

3. Integrate: Ensure consistency and accuracy by joining up disparate information systems (CRM, WFO, ERP or home-grown) and communications channels, seamlessly and securely.

4. Automate: Customers aren’t there for a chat. They want information and to transact. Automate the most popular searches and activities and free up staff for the tricky stuff.

5. Personalise: Digital technology has brought the wheel full-circle. Like an old-style village shopkeeper, but mass-scale, recognise your customers and their preferences on sight.

6. Contextualise: What does the customer usually do next? What is the best way to ask the question? Use integration to deliver contextualised customer engagement across all channels.

7. Listen to customers: It can be easy to focus on social media and neglect other channels of communication. Avoid this traditional pitfall and speak to your customers via every medium.

8. Make informed decisions: Incorporate Big Data from customer interactions as well as information systems to predict customer behaviour and direct your spend to best effect.

9. Become artificially intelligent: Climb the slope from flowcharted services to learning algorithms and machine learning. Become an algorithmic business, step by step.

10. Become future resistant: Future-proofing may never be possible, but at least design your systems architecture such that new technologies can be slotted in, and old ones cycled out.

Show more →

Content Guru Marches On with Major Award Shortlistings

This March, Content Guru will contest four separate categories in the IT Europa and UK Cloud Awards. These major industry accolades recognise best practices in customer solutions and celebrate innovation, entrepreneurialism and technical excellence.

The UK Cloud Awards ceremony – run by independent industry body, Cloud Industry Forum (CIF) and leading cloud computing resource, Cloud Pro – will take place on Wednesday 15th March at OXO2, London. Content Guru and development partner, NHS England, are nominated in the Best in Class, Digital Transformation category for the storm® ASSIST solution. This delivers intelligent, scalable contact routing to transform patient outcomes for the 111 urgent care service across London.

The evening will see leading vendors, channel partners and customers gather for a formal awards ceremony, charity presentation and networking session. Judges include Cloud Pro’s Founding Editor, Max Cooter and several industry experts who will select best projects and providers in the UK Cloud Market.

Next, Content Guru will return as a finalist in the IT Europa Awards on Thursday 30th March, with storm ASSIST up for two awards in the Vertical Market Solution of the Year and Software Innovation Solution of the Year categories, and the market-defining storm CONTACT™ multi-channel customer engagement solution shortlisted in the SaaS Solution of the Year category.

The European IT & Software Excellence (IT Europa) 2017 Awards Dinner will take place at the Royal Garden Hotel in London, where the winners of each category will be announced. This prestigious awards ceremony will be attended by around 400 directors and senior managers of leading vendors, service providers, systems integrators, resellers and distributors, as well as finalists from over 30 countries.

Martin Taylor, CMO of Content Guru, commented:

“I am of course thrilled to see that we are carrying forward the momentum from our record haul of awards in 2016. We are all delighted that Content Guru’s storm platform continues to garner recognition for its transformative impact on the way organisations communicate. This company is all about enabling its clients to engage with stakeholders and connect them to the information they need, when they want it, via their choice of devices and channels. Being able to connect people and information at pace and scale is critical for organisations across every sector, from healthcare to travel to utilities. We are honoured to be able to help vital organisations such as NHS England continually improve the way they manage their communications.

“2017 is already shaping up to be our strongest ever year and we look forward to two highly-enjoyable, and hopefully successful, evenings at the IT Europa and UK Cloud Awards.”

The Customer Engagement Hub – Comms Business March

Rapid advances in technology are fuelling ever-increasing customer expectations, transforming the way resellers need to do business. In the March issue of Comms Business, Content Guru explains why the Customer Engagement Hub is important for the Channel.

CMO Martin Taylor and BDM David Miller discuss the changing reseller market and the increasing impact of the Customer Engagement Hub for both Channel partners and end-users.

Read the article on pages 49-50 of the digital edition of Comms Business.

RedNews Winter 2016-2017 is Now Available!

The latest issue of RedNews, the newsletter of the Redwood Technologies Group, is now available for download!

The Winter 2016-2017 edition sees the Redwood Technologies Group launch its new AI (Artificial Intelligence) engine, brain®, whilst the Technology Focus delves deeper into the Group’s world-leading suite of Cloud Contact Centre capabilities enhanced by WebRTC integration.

This edition reflects back on the Group’s successes in 2016, including its impressive award wins, as well as looking at how storm is being deployed in the Netherlands.

Click here to download a copy.

Content Guru Storms America on Three Fronts

February 24th 2017, Campbell, CA and Bracknell, UK. Europe’s leading cloud communications provider, Content Guru, this week marks its official launch into the North American contact center market with the announcement of a triple-header of exhibitions at leading US industry events.

Already identified by US industry analyst DMG Consulting1 as one of the world’s leading cloud contact center providers, Content Guru delivers an extensive range of customer engagement solutions via its multi-award-winning storm® platform. Through storm US, Content Guru Inc will build on its initial North American customer base and drive increased penetration into the world’s largest contact center market.

As a member of the Redwood Technologies Group, Content Guru Inc builds on 20 years of experience in the US market as it positions to deliver transformative cloud communications solutions.

The company will begin its US events calendar this spring, exhibiting at Enterprise Connect in Orlando, FL, from March 27th to 30th alongside some of the industry’s biggest names.
Enterprise Connect
Enterprise Connect has been a major meeting hub in American enterprise communications for over 25 years. The 2017 gathering will bring more than 180 major system and software vendors from across the globe together with key enterprise decision-makers to experience next-generation communications and collaboration offerings. Content Guru will demonstrate the multi-channel customer engagement hub and cloud contact center capabilities of storm – the world’s largest Communications Integration™ platform – from booth 439 within the event’s dedicated Contact Center Zone.

In May, the Content Guru team will return to Orlando for ICMI Contact Center Expo – the highest-rated and most trusted Contact Center event in the industry.
ICMI contact center expo Over 1,500 senior decision makers and contact center professionals from across the globe are expected to attend the three-day event, which will take place from May 22nd to 25th at the Walt Disney World® Resort. With this year’s event aptly focusing on the topical theme of ‘delivering exceptional customer experiences in a complex and changing world’, Content Guru will demonstrate the multi-channel and integration benefits of storm and how it is helping organisations of all types to better manage their customers’ evolving communications needs.

Finally, Content Guru will be heading to the 18th annual Call Center Week (CCW) at The Mirage in Las Vegas, NV, from June 26th to 30th.ICMI contact center expoWidely considered by corporate practitioners and solution providers as the must-attend event for customer care and customer experience professionals, CCW blends conference and expo into one. This allows the event’s 2000+ attendees to learn about the latest new technologies and then experience them first-hand under one roof. Content Guru will be among 1200 organisations exhibiting from across more than 25 countries, and will once again have the opportunity to demonstrate the award-winning features of its storm solution to a US and global audience.

Sean Taylor, CEO of Content Guru, says:

“2016 was a landmark year for Content Guru and the whole Redwood Technologies Group. We not only posted growth of more than 50% in pre-tax profits and 30% in revenues; we acquired a whole new slate of household name customers and gained industry-wide recognition by winning a number of key awards. It’s no surprise that we feel this is the perfect time to push on with our global expansion strategy. We are thrilled to be making our debut at these three nationally-renowned US events.

“The USA represents the world’s largest contact center market, and it is contested by the world’s leading technology companies. Therefore it represents the ultimate stage on which to scale up our storm business. The Redwood Technologies Group has had a long and successful history in the US. I started my career as a software engineer in Silicon Valley and I’m thrilled to be coming back to this country now, at the head of an award-winning cloud provider, equipped with world-beating communications integration services.”

About Content Guru
Content Guru delivers Communications Integration™ services through its storm platform. storm is a feature-rich, multi-channel Customer Engagement Hub which delivers inbound and outbound contact center technology, including iACD® (intelligent Automated Contact Distribution), to customers of all sizes. storm seamlessly integrates with almost any third-party information system, including leading CRM (Customer Relationship Management), WFO (Workforce Optimisation) and ERP (Enterprise Resource Planning) packages.

Founded in 2005, Content Guru provides cutting-edge communications services through its cloud-based delivery model. Clients include large enterprise and government bodies throughout a range of sectors. In 2016, its UK operating company won the Queen’s Award for Enterprise: Innovation, the highest accolade in UK business, and a UK IT Industry Award for its transformational work with NHS England.

1https://www.dmgconsult.com/research-reports-2016-2017-cloud-based-contact-center-infrastructure-market-report/