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/

The Customer Engagement Hub: a Step Change in the Evolution of the Contact Centre

January 2017 marked the tenth birthday of the iPhone. A decade into the smartphone age, organisations wanting to succeed are reshaping their customer contact strategies around the consumer’s expectation of instant engagement with business and public services. Via the device and channel of their choice, at the time and place of their choosing.


These organisations have found themselves managing disparate information systems and communications channels: social media, web chat, SMS and video chat, on top of old-style calls and emails. Consumers take for granted that responses from these newer channels will be at least as swift, and just as accurate, as those from more traditional means. Consistency and accuracy are also taken as given.

For businesses, the changing face of customer engagement is challenging, but offers huge potential for differentiation and personalisation while delivering immediate and lasting efficiency benefits.

How do these new channels make a difference?

One success story circulating recently tells of how Elon Musk, CEO of Tesla Motors, successfully leveraged social media to enhance his business’s customer experience and increase its sales revenues:

A Tesla driver in Silicon Valley – en route to Palo Alto, so the story goes – tweeted to complain about fellow Tesla motorists using the San Carlos ‘Supercharger’ as a parking facility. A few minutes later, Musk replied, acknowledging the issue and promising to do something about it. After a mere six days, the company announced a new, per-minute idle fee to increase availability at Supercharger spots. Problem solved.

This is a great demonstration of how to use social media effectively: to garner information from consumers quickly and directly at low cost; to communicate en masse with customers; and to turn a complaint into an improvement. Of course, not everyone wields the authority of a founder CEO, or is able to push through new company policy in under a week. The Elon Musk story* not only required a switched-on ‘can do’ attitude, but a large amount of luck – with the customer specifically contacting Musk about a relatively straightforward matter when he had time to deal with the tweet.

Fortunately, the Customer Engagement Hub is about much more than giving power to the CEO’s elbow, or even extra capability to the contact centre agent. It extends all the way to fully-automated, robotized interactions at scale, using Artificial Intelligence to deliver natural consumer interactions directly linked to valuable, actionable and reliable information.

The expansion of communications channels, and the inter-weaving of communications and information systems, comes with its perils as well as its opportunities. Multiple channels increase the complexity of the communications estate, and managing a unified and effective information communications ecosystem properly is a challenge.

Get it wrong, and customer service chaos will be swiftly followed by major brand damage. So how do you make it work?

The Customer Engagement Hub

The Customer Engagement Hub harnesses the innate integrating potential offered by cloud-based technologies in order to bring together multiple, disparate information systems and communications channels. A well-deployed Hub:

  1. Enables customers to interact via their preferred channel
  2. Ensures continuity, transparency & contextualised engagement across multiple channels
  3. Provides digitalized human and robotized interaction and resolution
  4. Synchronises marketing, sales & customer service teams & processes
  5. Tracks structured & unstructured demand with sophisticated real-time & historical reporting
  6. Analyses Big Data to deliver customer insights, predict consumer behaviour, and inform proactive & reactive communications.

*http://www.inc.com/justin-bariso/elon-musk-takes-customer-complaint-on-twitter-from-idea-to-execution-in-6-days.html?cid=sf01002&sr_share=facebook

Find out how Content Guru’s storm® platform can improve your organisation’s communications and customer engagement capabilities.

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Content Guru Partners to Deliver Verint Solutions in the Cloud

Cloud Telephony Provider Becomes Global Hosted Partner of Verint Customer Engagement Solutions

Verint® Systems Inc. (Nasdaq: VRNT) today announced a global partnership with Content Guru, a Communications Integration™ provider, in which Content Guru will deliver Verint customer engagement solutions — including workforce optimization and speech analytics — as an integrated customer engagement suite in the cloud. In addition, Verint’s digital first engagement management solution for government and public sector applications has been fully integrated with Content Guru’s storm® cloud customer engagement platform.

Verint CG

Content Guru’s storm platform is a feature-rich, multi-channel customer engagement hub and CCaaS (Contact Center as a Service) solution that delivers inbound and outbound interactions, including iACD® (intelligent Automated Contact Distribution) to organizations of all sizes to enhance customer experience delivery. Verint Workforce Optimization™ (WFO) and Speech Analytics™ are now available to organizations worldwide via the Content Guru storm cloud platform. With a single user interface and unique business process workflows, Verint WFO features functionality for call recording, quality management, workforce management, performance management, elearning, coaching, and desktop and process analytics, as well as speech analytics.

Leveraging the WFO and analytics solutions, organizations can capture and analyze customer interactions, journeys and sentiments across channels to enhance the quality and security of interactions, drive deeper engagement with customers and employees, improve internal processes and compliance, uncover business trends, and heighten productivity and performance.

Content Guru also now supports the Verint digital first engagement management solution as a fully-integrated part of its storm cloud platform. This suite from Verint includes a full range of digital and non-digital channels for both self and assisted service interactions. Designed specifically for government and public sector organizations, the digital first solution helps serve citizens more effectively in digital self-service, digital-assisted service and human-assisted service scenarios through integrated case management, business process management, knowledge management, real-time analytics and social media capabilities.

Global Consumer Organization Leverages Verint/Content Guru in the Cloud
Following the start of the partnership in October 2016, a major global consumer service organization already using Verint’s WFO solution took advantage of the new combined offering, migrating to a cloud-based iACD by way of the private cloud hosted by Content Guru. This transition to the cloud is helping the service company gain efficiencies in its contact center, branch, marketing, customer care and back-office operations, as well as help reduce risk and overall operating costs.

John Rees, CCO, Content Guru, comments, “Workforce Optimization is an essential part of customer engagement, and we are proud to be partnered with a market leader like Verint. The solution is part of a feature-rich platform and its integration complements storm’s built-in customer engagement facilities extremely well, enabling administrators to better manage workforce distribution, while also enhancing quality management capabilities. Organizations looking to deliver a fully-effective customer experience should leverage best-in-class, compatible components across every area, as only a truly joined-up experience can enhance the levels of customer engagement expected by today’s consumers. This is equally true in the public sphere, which is why we’re excited to support Verint’s digital first engagement management solution on our storm platform, giving citizens the flexibility to communicate more efficiently and effectively with public sector and government organizations via their preferred channels.”

John Bourne, senior vice president, global channels and alliances at Verint, adds, “Verint is pleased to be partnered with Content Guru. Through its cloud ACD and our multi-tenanted workforce and customer engagement solutions, organizations of all sizes can achieve their most important business objectives—from increasing employee and customer experiences to enhancing loyalty, and from driving revenue to lowering the cost of service delivery.”

About Content Guru
Content Guru delivers Communications Integration™ (CI) services, connecting people and devices to information systems through its storm platform. The company was founded in 2005 in the heart of Europe’s Tech Valley in Bracknell, Berkshire, to provide cutting-edge communications services through a cloud-based delivery model. Its clients include large enterprise and government organizations throughout a huge range of sectors, including financial services, online, retail, travel and utilities. Learn more about Content Guru’s customer engagement hub at contentguru.com.

About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in approximately 180 countries—including over 80 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2016, our Quarterly Report on Form 10-Q for the quarter ended October 31, 2016, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE, CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360, WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG, CONTACT SOLUTIONS, OPINIONLAB, CUSTOMER ENGAGEMENT SOLUTIONS, ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.

Contacts:
Verint Media Relations
Candace Flynn
Verint Systems Inc.
(303) 254-7152
candace.flynn@verint.com

Verint Investor Relations
Alan Roden
Verint Systems Inc.
(631) 962-9304
alan.roden@verint.com

Content Guru Media Relations
Sarah-Lee Marchesi
Content Guru Ltd
+44 (0) 1344 852 350
slm@contentguru.com

New Video: This is storm®

Our latest video takes you on a journey through our storm cloud contact centre and customer engagement hub, showing how storm enables organisations to boost their customer experience by always providing customers with the information they need – whenever, wherever and however they need it.

Watch our ‘This is storm‘ video here:
storm

Content Guru Featured in Channel Profiles 2017

Content Guru is one of 31 companies to be profiled in Comms Business‘s Channel Profiles 2017.

This year’s supplement covers those applications and services that are most relevant to the channel, providing a reference point for resellers that are keen to participate in the markets that are sculpting the future of multi-channel communications.

Turn to page 22 of Channel Profiles 2017 to find out more about our cloud contact centre and customer engagement offerings.
Pride of Bracknell

Redwood Technologies Group to Sponsor Pride of Bracknell Forest Awards 2017

Bracknell-based communications technology provider the Redwood Technologies Group has renewed its support for the annual Pride of Bracknell Forest Awards, supporting two categories.

Content Guru, which forms the cloud services arm of the Group, will once again sponsor the ‘Health and Sport – Young Person’s Award’, whilst founding member Redwood Technologies will sponsor the newly renamed ‘John Nike Pride of Bracknell Forest Children’s Award’ in honour of the late Bracknell hero, John Nike.

The Pride of Bracknell Forest Awards will once again bring together people and organisations from across the area, including charities, children, teachers and businesses, in recognition of the borough’s highest achievers and unsung heroes.

Pride of Bracknell

Now in their 12th year, the highly-anticipated Awards are set to take place on Friday 21st April at Bracknell & Wokingham College, where attendees will be welcomed for a glittering black-tie evening of dining and entertainment to suit all generations. Former Welsh international footballer and BBC Radio Berkshire presenter, Ady Williams, and co-presenter Andrew Peach will be the evening’s hosts.

This year, ten Awards are up for grabs, including ‘School of the Year’, ‘Business of the Year’ and ‘Charity of the Year’, with sponsors confirmed as Redwood Technologies, Waitrose, Panasonic, Honda, Boehringer, Shorts Group, Content Guru, Appledore, SAR Transport Laithwaites, and Bracknell and Wokingham College.

Sean Taylor, CEO of the Redwood Technologies Group, commented:

“We are delighted to once again be involved in the organisation and sponsorship of such a fantastic local cause that recognises the outstanding contributions and efforts of so many talented and deserving people in the Bracknell area. Last year’s event was such a great success, and this year we are hoping to build on this and to get as many people involved as possible.”

“We are especially excited to be supporting the coveted ‘John Nike Pride of Bracknell Children’s Award’ and ‘Health and Sport – Young Person’s Award’, and are looking forward to seeing all the nominations come in and learning of the great contributions that young people are making to the area.”

If you would like to nominate a community hero, team, school or business for their outstanding contribution to Bracknell Forest, email your nomination into news@bracknellnews.co.uk or visit the Bracknell News Website for more information. Nominations will close on Friday 22nd March.

Content Guru Ranked as One of the Leading Worldwide Cloud Contact Centre Vendors by DMG Consulting

Content Guru has been ranked within the top handful of largest cloud-based contact centre infrastructure vendors in Europe and worldwide by number of seats, according to US-based industry analyst firm DMG Consulting LLC.

A leading independent analyst firm, DMG Consulting LLC provides research and consulting services focusing on contact centres, unified communications, back-office operations and analytics. The 2016–2017 Cloud-Based Contact Center Infrastructure Market Report provides an overview of the market as well as in-depth technical and functional analyses of 10 featured vendor solutions.

Content Guru, winner of the Queen’s Award 2016 and consecutive UK IT Industry Awards in 2015 and 2016, delivers a robust mix of Customer Engagement solutions. The company’s multi-tenanted storm® cloud offering converges multi-channel Cloud Contact Centre capabilities with Unified Communications and incorporates emerging technologies such as AI and WebRTC for many practical applications.

DMG Report

The report provides an overview of cloud-based contact centre infrastructure technology, architecture and core applications, an examination of the features and functionality in cloud-based contact centre infrastructure solutions, covers market and business trends and challenges, and ¬helps decision-makers select the right cloud-based contact centre infrastructure vendor and solution for their organization.

It finds that the vast majority of contact centre infrastructure solution seats that were sold in the last two years have been replacements of existing premise-based contact centre solutions1

Another of its key findings points to a major technology refresh in the market with companies being forced to replace their 18- to 20+ year-old premise-based solutions.

“Ten or more years ago, a large percentage of companies stayed with their incumbent solutions, but due to turmoil in the premise-based contact center infrastructure market, this is no longer the case,” said Donna Fluss, President of DMG Consulting LLC. “In this era of customer engagement, where service enhancements are a necessity, enterprises need solutions that give them an ongoing flow of new features and functionality. The cloud-based vendors are introducing innovation to the market much faster than their premise-based counterparts.”

Sean Taylor, CEO at Content Guru, commented:

“2016 marked a tipping point in the Cloud Contact Centre marketplace. It was our strongest year and provides a fantastic springboard to help us realise our global ambition of becoming the leading global provider of Cloud Customer Engagement Hubs. It is fantastic to see how we’re performing in DMG Consulting’s Cloud-Based Contact Center Infrastructure Market Report and we look forward to enhancing our position during 2017.”

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

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.

ccw2017

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.

involve

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.