UK Power Networks nominated for two awards at European Contact Centre and Customer Service Awards

UK Power Networks has been nominated for the shortlist in two categories at the prestigious European Contact Centre and Customer Service Awards. The shortlist has been drawn up by a panel of expert judges with a wealth of industry experience, and awards exceptional performance in customer service across industries throughout Europe.

The first category, ‘Innovation in Digital Transformation’, reflects UK Power Networks’ work with cloud technology provider, Content Guru, to optimise every stage of their customer journey. As testament to the success of their innovation in digital transformation, the second shortlisting is for the ‘Best Multi-Channel Customer Service’ award.

UK Power Networks’ communications estate runs on storm® LOSS™, Content Guru’s solution for the utilities sector. The storm platform is a multi-award-winning communications platform, including a previous win for LOSS in the ‘Best Enterprise Vertical Solution’ Category at the Comms National Awards in 2014.

From an initial point requirement for a capacity scaling solution in the cloud, UK Power Networks and Content Guru have developed an intelligent service that delivers communications which are both automated and agent-led across a number of different channels, including SMS, voice calls, emails, and more. As a result, UK Power Networks have been able to reduce the rate of repeat callers by over 50%.

These capabilities build on a wide range of integrations. storm works with hundreds of knowledge management systems and communications services, covering everything from workforce management to the UK’s monitoring and control system for distribution networks, ENMAC. These integrations allows storm both to deliver pro-active notifications and to enhance the quality of customer service UK Power Networks agents can deliver through improved access to relevant information. Since UK Power Networks began working with Content Guru, their storm service has seen over 25 major additions to their platform, introducing and continually optimising an advanced and joined-up multi-channel contact centre. These improvements have led to 93% of UK Power Networks’ consumers now self-serving via SMS, web chat, voice and social media.

Sam Fuller, Head of Customer Service at UK Power Networks, commented:

“Keeping customers happy is our number one priority, and so staying ahead of customer expectations in all aspects of their relationship with us is critical. We are constantly working with Content Guru to improve the way our business works and interacts with our customers, and storm is a key part of doing this. It’s great to hear that our efforts have been successful, and we look forward to hearing who the winners are!”

Shub Naha, Business Development Director at Content Guru, added:

“Utilities providers face a number of challenges in delivering outstanding customer service, from spikes in demand following service disruptions to keeping customers aware of any issues that may impact them. On top of this, the importance of utilities to households and businesses means that getting customer service right is critical.

“As the UK’s leading communications provider to utilities, and with an expanding presence in the global utilities sector, we are uniquely placed to help with companies like UK Power Networks to keep ahead of customer expectations. We’re always very pleased to hear that our efforts to push standards in customer service upwards are appreciated, and can’t wait to hear the final result!”

Content Guru Featured in Comms Business’ Annual Channel Cloud Supplement

Content Guru has been featured in Comms Business‘s annual cloud supplement: ‘Channel Cloud: A Comms Business Guide to Connectivity Data Centres and Cloud Based Applications’.

By talking with leading cloud innovators and channel players, the publication examines the current trends in these markets, giving resellers key advice on how to broaden their customer bases in a market that is rapidly evolving.

Content Guru’s inclusion, ‘A Reseller’s Guide to storm®‘ takes resellers on a step-by-step visual journey, showing how they can rapidly configure and deliver uniquely compelling propositions with rapid time-to-revenue through storm‘s powerful customer engagement platform.

Turn to pages 17-18 of Comms Business’ Channel Cloud supplement or find out more by clicking here.

Channel Cloud Supplement September 2016

Redwood Technologies Sponsors Local U11’s Football Team at Pinewood F.C.

Sister company Redwood Technologies is proud to announce its sponsorship of local Berkshire football club, Pinewood F.C., for the next two years.

Founded in 1984 and based on the outskirts of Crowthorne, the club forms part of Pinewood Leisure Centre. With a range of facilities available, Pinewood F.C. caters for boys and girls of all ages and abilities, encouraging children to get active outdoors and have fun through football whilst also developing essential teamwork and sportsmanship skills.

The funds have gone towards the club’s U11’s football team – Pinewood Panthers – providing all children with a brand new Redwood-sponsored team strip in the club’s distinctive red and yellow colours for the upcoming football season.

Read the full story here.

RedNews

RedNews Summer 2016 is Now Available!

The latest issue of RedNews, the newsletter of the Redwood Technologies Group (comprising Redwood Technologies, Content Guru and Radius Communications), is now available for download!

The Summer 2016 edition covers how Content Guru delivers a transformative customer engagement and storm® Cloud Contact Centre solution to the world’s largest flower ordering service, Fleurop Interflora, whilst also deploying its award-winning storm LOSS™ solution for Electricity North West.

Meanwhile, this edition’s Technology Focus looks at how storm INTEGRATE:Teleopti enables organisations to optimise their customer service and resource distribution, while the case study features St Albans City and District Council.

Click here to download a copy.

RedNews

Content Guru & Teleopti to Optimise Customer Engagement through Exciting New Partnership

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.

With the global customer experience market set to become worth £10.77billion by 2020(1), the move marks a critical juncture in the evolution of the contact centre into the customer engagement hub – and the incorporation of crucial internal management features as a part of the mix.

Teleopti

John Rees, Chief Commercial Officer at Content Guru, commented:

“WFM is an increasingly important element of the customer engagement hub, and plays a vital role in driving staff efficiencies in combination with more traditional contact centre functions. We’re delighted to partner with Teleopti to deliver best-in-class capabilities across both front-end routing and back-end staff distribution, using a cloud model to open up the benefits of converged WFM and contact centre capabilities to any size of organisation.

“Teleopti’s ability to manage staffing on a per-country basis is a crucial element of the service and aligns well with our global growth model. The potential inherent across both the WFM and customer engagement markets is tremendous, and we look forward to a very exciting few years!”

A custom-built integration connects Teleopti’s WFM client with the dynamic agent environment within Content Guru’s award-winning storm® CONTACT™ solution, enabling contact centre and workforce managers to continually evaluate and adapt their resourcing and customer engagement strategies. The partnership has already seen a number of key clients onboarded in the UK and looks to expand into a truly global collaboration.

Nick Smith, Business Manager UK & Ireland at Teleopti, commented:

“The workplace is constantly changing, and as customer demand continues to evolve, is becoming an increasingly complex and dynamic environment. The workforce is no different. Not only customers but now colleagues bring expectations of interacting anywhere, any how and at any time, making WFM more important than ever in responding to these unstructured demands. The integration between our WFM capabilities and storm’s customer engagement suite allows Teleopti to deliver unrivalled, end-to-end customer experience solutions while optimising the way our clients manage staff distribution. The global potential of this partnership is really quite significant and we look forward to building on our existing successes.”

About Content Guru & Teleopti

Content Guru, winner of the Queen’s Award and UK IT Industry Awards, deliver a robust mix of Cloud Contact Centre and Unified Communications capabilities, converging multiple channels to many practical applications with their single, multi-tenanted, storm cloud offering.

Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest pure-play vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling with cutting-edge features to empower and engage employees. Find out more: www.teleopti.com

Footnotes
(1) MarketsandMarkets: http://www.marketsandmarkets.com/PressReleases/customer-experience-management.asp

Content Guru Hires New Business Development Manager

David Miller has joined Content Guru as Business Development Manager, responsible for the growth of the storm® portfolio of solutions throughout the channel and for managing key partner accounts such as Panasonic, Vodafone and Vapour Media.

“Content Guru is making waves across the industry at the moment and it’s a fantastic time to join. There’s a real sense of momentum and we are now fully in the stage of scaling up, which brings its own exciting breadth of challenges and opportunities. Our channel partners continue to play an important role in our growth and continued success, and I very much look forward to developing these accounts and opportunities,” commented David.

David has held senior positions within the UK telecoms industry for the past 26 years with companies such as Panasonic, Crane (now Westcon), MTV Telecom (now Scansource), PSU Technology Group and most recently with Commsoft. He continued:

“When deciding to make the move from on premise to cloud, I wanted to join a UK company that was not only winning complex private and public sector CCaaS opportunities, but one that also understood the UK channel and its resellers.”

Content Guru Awarded a Place on G-Cloud 8 Supplier Agreement

Content Guru has been listed 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, providing an update to the previous iteration, G-Cloud 7, which went live in December 2015.

G-Cloud is a Crown Commercial Service (CCS) initiative to encourage public sector adoption of cloud services by connecting government organisations with providers of all sizes in a secure and open environment. The CCS acts on behalf of the Crown in order to drive savings for the taxpayer and improve the quality of commercial and procurement activity across both local and central government.

In order to qualify for inclusion in G8, organisations need to prove that they are a suitable and secure potential partner for government technology projects. They must also be prepared to list the capabilities of their products, along with indicative pricing. As a result, G8 provides public sector bodies with an open, secure and transparent digital marketplace in which to search for cloud solutions.

At the same time, it provides a boost to businesses that are able to pass the checks required to qualify for G8 status. Crown Commercial Service suppliers are given an opportunity to advertise their services to a wide range of interested public sector bodies in a competitive environment.

Since it became available in 2012, UK government organisations have placed over £1.33 billion worth of orders before VAT through the service. This has provided a boost for UK businesses like Content Guru, with 62% of orders by volume being placed with small- to medium-sized organisations.

Martin Taylor, Chief Marketing Officer, commented:

“Content Guru has over a decade of experience in providing advanced cloud solutions to the public sector, and G-Cloud has proven an important route for us to reach government organisations whose needs we can meet. As such, we are delighted to have been awarded a place on the G8 Agreement, the latest iteration of G-Cloud, and can’t wait to take advantage of the many opportunities that the initiative offers for both suppliers and government bodies.”

storm® Powers Up Customer Engagement for Electricity North West

Electricity North West has gone live with an automated Cloud Contact Centre service through the award-winning storm® LOSS solution.

Electricity North West owns, operates and maintains the North West’s electricity distribution network, connecting 2.4 million properties and more than 5 million people to the National Grid. The storm solution overlays Electricity North West’s existing contact centre deployment and scales on-demand to handle the huge volumes of concurrent interactions which can occur during service disruptions.

The North West’s proximity to the Atlantic Ocean and Irish Sea makes it particularly exposed and prone to severe weather conditions which can cause unpredictable power outages. These cause large numbers of customers to simultaneously enquire about the status of their electricity supplies, placing strain on Electricity North West’s contact centre.

With a strong commitment to delivering the highest levels of customer service – even during such incidents – Electricity North West chose storm for its proven scalability in handling these volatile levels of unstructured demand.

Integration with Electricity North West’s custom Property Management database enables storm to automatically identify customers and connect them to mass-personalised information on power supplies, allowing huge volumes of enquiries during outages to be fully automated. This significantly reduces the demand on the contact centre, with agents freed up to handle more complex enquiries and to ensure consistently high levels of customer engagement.

Stephanie Trubshaw, Head of Customer Experience at Electricity North West, commented:

“We are committed to building strong and long lasting relationships with our customers and we work hard so that they can enjoy a reliable and efficient electricity supply. The weather can have completely unpredictable effects on our network, but storm ensures that we never have to compromise on service quality and can always connect our customers to the vital information they need.”

Shub Naha, Business Development Director at Content Guru, added:

“Utilities providers are often subject to unforeseeable spikes in demand, but customers still expect the same high levels of service regardless of the situation – especially those with a life-critical dependence on power. Effective customer engagement requires always-on accessibility and we’re delighted that our storm LOSS solution is able to deliver this to Electricity North West.

LOSS has now seen adoption by over half of the UK’s and Ireland’s electricity distributors and we look forward to continuing to help utilities clients with their mission-critical communication demands.”

Content Guru to Sponsor Comms National Awards 2016

Content Guru will be supporting the Comms National Awards 2016, sponsoring the Unified Comms Category.

Now in its 15th year, the Comms National Awards are one of the most respected and prestigious awards in the communications channel. Organised by Comms Dealer Magazine, the awards recognise the best vendors and resellers in the channel and are judged by an independent panel of experts.

The awards ceremony will be held at the Hilton Park Lane, in the heart of Mayfair, on the 13th October. Around 700 professionals from the industry are expected to attend, where they will enjoy a three-course meal and drinks reception, as well as entertainment throughout the evening from a celebrity host. In keeping with awards tradition, the host will not be announced until the night of the ceremony itself. Previous hosts have included comedy greats Ronnie Corbett, Michael McIntyre and Hugh Dennis.

In previous years, Content Guru supported the Network Category but this year it will be sponsoring the Unified Comms Category, presenting both awards: Best SME UC Solution and Best Enterprise UC Solution. These awards recognise the resellers who have delivered the most innovative solutions, offering good return on investment for both SME and enterprise end user customers.

Martin Taylor, CMO of Content Guru, commented:

“We are very pleased to be renewing our sponsorship of the Comms National Awards for yet another year. The communications channel is undergoing rapid development as the multi-channel customer engagement hub begins to overtake the traditional contact centre, and unified comms is at the core of this. We look forward to recognising those outstanding resellers who are harnessing the power of unified comms to transform the communications channel.”