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/

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