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.

RedNews Autumn 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 Autumn 2016 edition sees Content Guru named as a Challenger in the 2016 Gartner Magic Quadrant for Contact Center as a Service, Western Europe for the second year in a row, whilst the Redwood Technologies Group has stormed into the next phase of its international expansion strategy with the launch of a new Italian regional office in Rome.

This quarter’s Technology Focus looks at the integration between storm® and Verint Impact 360’s market-leading WFO service, while the case study covers how storm helps national Dutch healthcare organisation, Zorginstituut Nederland, to deliver enhanced customer service while cutting costs.

Click here to download a copy.

RedNews Autumn 2016

Content Guru to Sponsor Engage Awards 2016

Next week, Content Guru will be supporting the industry’s inaugural Engage Awards, sponsoring the Best Use of Social Media category.

Engage Awards

The awards, organised by Engage Business Media, celebrate innovation and success in customer and employee engagement, recognising both individual and organisational excellence. The black-tie ceremony will take place on Tuesday 8th November at Westminster Park Plaza in Central London and will see former BBC Breakfast presenter and news broadcaster Bill Turnbull host the awards.

A distinguished panel of 18 judges have narrowed down hundreds of entries across 12 categories, leaving just 91 finalists. Social media is a key channel in the Customer Engagement Hub and the Best Use of Social Media category highlights this, with six finalists recognised for their leading social media strategy.

The awards will be held on the same day as Engage Business Media’s flagship Customer Engagement Summit. Recognised as the largest and most prestigious customer and employee engagement event of its kind in Europe, the summit will this year take on the theme of how rapid advances in technology are transforming the customer and employee engagement landscape.

Best of luck to all the finalists!

Content Guru Positioned as a Challenger in the 2016 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

Content Guru, a UK-based provider of customer engagement and Communications Integration™ services, 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.

Content Guru

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.

Content Guru delivers cloud contact centre solutions through storm® CONTACT™, an enormously scalable customer engagement solution which connects customers and colleagues to information at any time, from any place and across any channel.

Sean Taylor, CEO of Content Guru, commented:

“Over the past couple of years the marketplace for cloud contact centres has really taken off as organisations begin to appreciate the customer service benefits that multi-channel communications through the cloud can bring to enterprise and government bodies.”

Content Guru’s storm platform delivers a range of mission-critical services to organisations from mid- through to large enterprises, and has a portfolio of clients and partners across a wide variety of sectors, including the NHS in healthcare, Sodexo in hospitality, Fleurop Interflora in retail and Vodafone in communications.

Taylor added:

“2016 has been our best year to date, with 30% revenue and profit growth, a huge volume of new customers and industry recognition such as through our Queen’s Award for Enterprise: Innovation. For 2017 our growth forecast is even more aggressive.

“We now want to move from being the leading European manufacturer of cloud contact centre technology to the leading global provider.”

Read the full 2016 Gartner Magic Quadrant for Contact Center as a Service, Western Europe here.

storm

Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, 24 October 2016

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