KPN and Content Guru Enter into New Deal with Sanoma

Leading European media and learning company Sanoma has entered into a new deal with KPN and Content Guru. The new agreement defines Sanoma’s move from outdated, legacy systems to a single, centralized, Cloud Contact Center architecture for Sanoma Group companies in Belgium (VanIn) and the Netherlands (Aldipress).

The Sanoma Group provides information and entertainment to millions of people across Europe, generating net sales of €1.6 billion. In the Netherlands, Sanoma is known for brands such as Libelle, Margriet, Donald Duck and

VanIn and Aldipress’s previous contact center facilities were outdated and disparate. With two necessary new procurements to undertake, Sanoma Group saw the opportunity to take a strategic business-architectural approach, which would create a template for future customer engagement facilitites across its Group companies. Sanoma published a Request for Proposal (RFP) in the summer of 2016, with the aim of harmonising different contact centre solutions across Europe, and integrating with its Skype4Business office telephony environment.

Sanoma chose the storm® Cloud Contact Center, providing one central environment that can be set up and managed individually by any subsidiary organisations in any countries. Sanoma can now fulfil different locations’ needs, whilst operating a single integrated, multi-channel, contact center platform.

Arnold Preusterink, Service Manager Technical Services at Sanoma:
“Because storm works through the cloud, we can quickly deploy the solution and set and manage all our secondary branches separately. This gives us the flexibility to see what’s actually needed by location. All of our locations are also connected to each other via the cloud and we can manage the entire system from one place.”

More information
For questions or more information, please contact Michael van den Brink, Country Manager, Content Guru Benelux, on +31 885 769 289 or by email.

Content Guru and NHS 111 London Named Technology Leaders

Cloud communications and citizen engagement provider Content Guru, and its collaboration partner NHS Healthy London Partnership, were last night recognised at the Computing Digital Technology Leaders Awards, winning the ‘Best Public Sector Digital Project’ category.

(Left to right) Awards host Ellie Taylor, Content Guru’s Matt Chadd, and NHS London’s Craig Tucker and Mark Bamlett

Held at the Jumeriah Carlton Tower in London, the Awards celebrated the achievements of those individuals and companies at the cutting-edge of digital technology, from website design and coding, to user experience and project management. Attendees enjoyed a black-tie dinner and drinks, with proceedings orchestrated by comedian Ellie Taylor.

Content Guru’s storm® ASSIST™ solution competed against 10 other technology industry leaders and their most prestigious government contracts to gain the title of ‘Best Public Sector Digital Project’. ASSIST has been deployed for NHS England’s London Region Patient Relationship Management (PRM) initiative, and has been instrumental in implementing a range of mission-critical communications integration facilities that have transformed the capital’s NHS 111 service. This has delivered adaptive intelligent automation, unparalleled real-time visibility, and secure integration to multiple healthcare information systems.

The Content Guru Team

Martin Taylor, CMO of Content Guru, said:

“We are very proud to have won another industry accolade for our storm ASSIST implementation for Patient Relationship Management. Our ongoing engagement with NHS Healthy London Partnership has been a great success and it’s fantastic to see that our technology has had a transformative impact on the lifesaving 111 service.

“It’s excellent to gain further recognition from leading industry publication Computing, which also sponsors the prestigious UK IT Industry Awards, at which we were fortunate enough to take home the ‘Best Use of Cloud Services’ award last November.”

Case Study: How storm® Allows Sodexo to Improve Quality of Life Services for its Customers and Colleagues

Sodexo is the world’s 19th largest employer, offering a wide range of facility services globally, designed to improve the quality of life for customers across multiple sectors. In the hugely competitive services and facility management sector, customer service and the effective connection of people to information is vital. Sodexo turned to the storm® platform’s range of Customer Engagement capabilities to help meet these challenges.

Read the full case study to find out more.

Content Guru is the Key to Enhancing Housing Communications

Content Guru will be the Key Supporter at Enhancing Housing Services Through Innovation & Technology 2017, organised by GovNet. The conference will take place on Tuesday 11th July at Victoria Park Plaza, London, and will include a variety of talks and seminars, as well as an exhibition showcasing innovative digital solutions for social housing.

The conference will bring together leading organisations that provide technological solutions to the social housing sector, with senior leaders from central and local government, Housing Associations and related charities in attendance. The event aims to increase operational efficiency and overhaul industry practices across the social housing sector, through digital transformation and raised levels of tenant engagement.

Content Guru’s CMO and Head of Public Sector Martin Taylor will be giving a speech in the main plenary at 10am, demonstrating how the multi-channel storm® platform can transform social housing communications. For example, mass outbound SMS and voice calls to alert tenants of safety or maintenance issues, active use of tenant feedback to enhance services, and integrated PCI-secure payment for self-service rent collection. The platform’s cloud-based model facilitates the integration of legacy information systems with all channels of communication, making storm an essential element of Housing Associations’ consolidation processes.

Martin Taylor, CMO and Head of Public Sector at Content Guru, commented:

“The social housing sector is under increasing pressure to solve the housing crisis and improve tenant experience through innovation and cost-effectiveness. The spotlight is now firmly on the safety requirements of social housing, adding this to the list of key issues to address. The storm cloud platform provides the essential infrastructure to enhance tenant experience and improve Housing Association practices, while easing the Housing Association consolidation process and reducing costs. As well as giving a speech in the main plenary, we will be discussing and demonstrating our platform’s capabilities at stand no. 16. We look forward to attending what is sure to be a stimulating and exciting conference.”

RedNews Spring/Summer 2017 is Now Available!

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

This edition takes a look back at stories such as Content Guru’s announcement of its ground-breaking partnership with leading public services provider, Serco, and its recent award wins for its work with the NHS. The Technology Focus takes a closer look at storm® INTEGRATE™:Verint, with a focus on speech analytics and public sector digital engagement.

Click here to download a copy.

Content Guru to Launch Knowledge Management System at CCW Vegas

Leading European cloud contact center provider Content Guru has announced that it will launch a new hybrid of CRM (Customer Relationship Management) and case management solutions, its storm® Customer Knowledge System™ (CKS™), at the 18th annual CCW Conference & Expo, which will be held from 26th – 30th June at the Mirage, Las Vegas.

The product is designed to address the gap in the marketplace for customers who want lightweight CRM at a cost-effective price, seamlessly connected to their multi-channel communications estate. CKS can also act as an overlay solution, connecting to multiple third-party CRM and case management systems, enabling unification of the desktop.

CKS within the DTA® interface; an agent interacts with a customer via SMS, while automatically being provided with all relevant information

CKS sits within the storm DTA® (Desktop Task Assistant®) environment, which enables users to receive inquiries from any channel, such as web chat, SMS, email, social media and voice through a single portal. The combination of CKS and the DTA means that core customer information and the ability to use that information when communicating with the customer are seamlessly integrated.

CKS also enables customers to automatically access information such as FAQs, updates on ticket status, or case resolutions through multi-channel self-service applications, while ensuring consistency across every stream of interaction.

Richard Manthorpe, Product Director at Content Guru, commented:

“Information is at the heart of the Customer Engagement Hub. Through CKS we’re able to converge all the traditional siloes of customer knowledge and make it quick to access and digest for users. Combined with the omni-channel storm CONTACT™, this means that customers can interact with organisations however they choose, whatever the time and wherever the place, and receive an extremely personalised, efficient and consistent service level across every touchpoint, automated or live.

“We’ll be demonstrating CKS and CONTACT on stand #1127 at CCW and look forward to another exciting US show.”

About Content Guru and storm
Content Guru is a leading European-based provider of cloud contact center and customer engagement solutions. Its cloud Communications Integration™ platform, storm, has won multiple awards for its highly-scalable, omni-channel contact center services and rich breadth of integration capabilities, including the highest UK business award (the Queen’s Award for Enterprise: Innovation in 2016) and back-to-back wins of the highest UK IT award (Cloud Provider of the Year in 2015 and Best Use of Cloud Services in 2016 at the UK IT Industry Awards).

Content Guru and NHS Shortlisted for Major Digital Technology Leaders Award

Content Guru has been named a finalist in the ‘Best Public Sector Digital Project’ category at the 2017 Computing Digital Technology Leaders Awards.

Winners will be announced at a black tie ceremony to be held on Thursday, 6th July at the Jumeriah Carlton Tower in London, where finalists will enjoy a drinks reception followed by a celebrity-hosted gala dinner.

The Computing Digital Technology Leaders Awards recognise today’s digital pace-setters. Content Guru and its collaboration partner, NHS Healthy London Partnership, have been nominated in the awards’ ‘Project Excellence’ division. Their storm® ASSIST™ solution for Patient Relationship Management will be competing against other technology industry leaders’ most prestigious government contracts to gain the title of ‘Best Public Sector Digital Project’.

storm ASSIST for Patient Relationship Management uses an automated and dynamic triage process to effect transformational upstream digital improvements for London’s NHS 111 Integrated Urgent Care service, radically improving both patient outcomes and efficiency. The use of Agile Sprint programme management has furthermore enabled continuous improvement and enhancement of the Capital’s 111 service throughout its operation, with new features and integrations coming on stream every fortnight.

Martin Taylor, CMO and Head of Public Sector at Content Guru, commented:

“Every day NHS 111 in London communicates with thousands of service users to provide trusted medical interventions and information. Intelligent processing and secure integration with health and care information systems are allowing NHS Healthy London Partnership to connect users with optimal care services faster, and in a much more personalised way than was previously thought possible.

storm ASSIST for Patient Relationship Management has made a significant contribution to the development of Integrated Urgent Care in London, and we are honoured to be playing our part in this ground-breaking digital transformation project. I look forward to a highly enjoyable, and hopefully successful, evening at the Computing Digital Technology Leaders Awards.”

KPN and Content Guru Target Decade of storm® Benelux

Leading Dutch communications provider KPN and award-winning customer engagement provider Content Guru have announced the renewal of their storm® partnership for another five-year period.

Since 2012, the storm platform has been KPN’s cloud contact center solution of choice across the Benelux, delivering a signature blend of highly-scalable, multi-channel contact routing and Communications Integration™ to enable existing information systems to interoperate. Through the partnership, some 100 clients now use the platform in the region, including world-leading brands such as Chubb, Fleurop Interflora and Sodexo.

The contract renewal will see KPN and Content Guru build on their existing cloud contact centre portfolio and introduce new and upcoming storm capabilities into the Benelux market, such as advanced WFM (Workforce Management) integration, additional WebRTC-based solutions and Artificial Intelligence (AI).

Michael van den Brink, Country Manager for Content Guru Benelux, said:

“It has been a very successful first five years with storm in the Benelux. The relationship enables us to work together to quickly deliver new technologies and capabilities needed by customers in the region. The rapid deployment combined with the rich functionality and scalability of the platform gives us a strong position in the market, and we are excited about this close working relationship.”

Alphons Evers, Director Data & Applications at KPN, commented:

“The relationship between KPN and Content Guru has been running for some time and is particularly fruitful. The storm platform’s services and collaboration with Content Guru are an excellent addition to our service offerings for the contact center market. Content Guru offers our clients a future-proof platform with a range of additional services that can be implemented as and when they are needed. KPN can offer storm services as part of a flexible licensing model, and benefit from the scalability of a reliable cloud platform.”

Sean Taylor, CEO of Content Guru and the Redwood Technologies Group, commented:

“The Benelux market is one of the world’s most advanced adopters of cloud contact centers and customer engagement hubs. It’s a very important indicator of global trends and highly innovative and demanding. We’re delighted to have worked with KPN to establish the leading position in the region and look forward to building on that success over the next five years.”

Content Guru Returns to Sponsor Comms National Awards

Content Guru will be sponsoring the Reseller – Best Contact Centre Category at the Comms National Awards 2017.

This staple event of the UK reseller community, organised for many years by Comms Dealer magazine, was created in order to recognise excellence and innovation in the communications sector. The awards celebrate both resellers and vendors across small and medium sized enterprises (SMEs) and larger businesses alike. The award categories on offer range from contact centre and vertical market solutions, to telephony systems and mobile network providers, and are judged by an independent panel of experts. In previous years Content Guru has won both Best SME Telephony System (2016) and Best Enterprise Vertical Market Solution (2014).

The Awards’ 16th annual ceremony will be held on 12th October at London’s Park Lane Hilton in Mayfair. The evening will consist of a three-course meal, drinks and entertainment with a celebrity guest presenter who, by tradition, will be revealed on the night itself. Last year’s host was presenter and former gymnast Gabby Logan, with past hosts including the likes of comedians Patrick Kielty and Hugh Dennis, and television presenter Vernon Kay.

Previously, Content Guru has supported both the Unified Comms and Network Categories, recognising resellers who have developed innovative, cost-effective solutions for SME and enterprise end user clients. This year Content Guru will sponsor the Contact Centre Category, reflecting on its own focus on the multi-channel Customer Engagement Hub, and celebrating others who are innovators in the cloud contact centre space.

Martin Taylor, CMO of Content Guru, commented:

“We are delighted to be renewing our sponsorship of the Comms National Awards, and looking forward to what is sure to be another fantastic evening. Contact centres remain at the heart of the customer engagement hub, a key component in any innovative customer service solution. We will be celebrating resellers who excel in this sector, and are helping evolve the traditional contact centre to meet the ever-expanding demands of today’s consumer.”