Case Study: Content Guru Office Move

How Content Guru utilised its own storm® technology to seamlessly transition between offices and maintain critical communications.

The Problem

To support its rapid growth, CG needed to quickly relocate its UK operations to larger premises.

As the service provider behind storm®, Content Guru provides support services that thousands of end-user organisations depend on. Customers running mission-critical services in sectors such as Health, Utilities and Travel rely on CG’s operations and support teams on a 24/7 basis.

To facilitate a smooth transition, departments were migrated to the new office in phases, resulting in essential support staff becoming distributed across the two locations with no common infrastructure to share inbound and outbound communications.

CG’s network providers were unable to deliver connectivity to the new offices by the time all staff had relocated.

The business was faced with teams spread across two sites, no unified communications network and a need to continue providing high-quality 24/7 support.

The Solution

CG utilised storm’s capabilities to unify both sites in the cloud and maintain continuous communications during the relocation process.

In the absence of either traditional telecoms or dedicated data connectivity at the new office, CG set up voice over broadband through storm at its new site and SIP trunking to a legacy TDM PBX at its old offices. Calls could be seamlessly transferred between sites, creating the impression of a single unified contact centre. Enhanced services such as intelligent routing, switchboards and fixed-mobile convergence were provisioned on storm to ensure that customers could be immediately directed to the best possible contact, upholding service levels.

With the last departments migrated to the new site, the old TDM circuits were decommissioned and all voice traffic was routed through QoS-enabled data circuits via storm. This has enabled CG to significantly reduce the cost of its telecommunications whilst enjoying the latest in Unified Communications services.

The Problem

To support its rapid growth, CG needed to quickly relocate its UK operations to larger premises.

As the service provider behind storm®, Content Guru provides support services that thousands of end-user organisations depend on. Customers running mission-critical services in sectors such as Health, Utilities and Travel rely on CG’s operations and support teams on a 24/7 basis.

To facilitate a smooth transition, departments were migrated to the new office in phases, resulting in essential support staff becoming distributed across the two locations with no common infrastructure to share inbound and outbound communications.

CG’s network providers were unable to deliver connectivity to the new offices by the time all staff had relocated.

The business was faced with teams spread across two sites, no unified communications network and a need to continue providing high-quality 24/7 support.

The Solution

CG utilised storm’s capabilities to unify both sites in the cloud and maintain continuous communications during the relocation process.

In the absence of either traditional telecoms or dedicated data connectivity at the new office, CG set up voice over broadband through storm at its new site and SIP trunking to a legacy TDM PBX at its old offices. Calls could be seamlessly transferred between sites, creating the impression of a single unified contact centre. Enhanced services such as intelligent routing, switchboards and fixed-mobile convergence were provisioned on storm to ensure that customers could be immediately directed to the best possible contact, upholding service levels.

With the last departments migrated to the new site, the old TDM circuits were decommissioned and all voice traffic was routed through QoS-enabled data circuits via storm. This has enabled CG to significantly reduce the cost of its telecommunications whilst enjoying the latest in Unified Communications services.

Before

After

Content Guru’s new location had no access to telephony and the network providers were unable to deliver the necessary connectivity for the beginning of the scheduled move. A storm® routing solution was rapidly configured and deployed over a temporary broadband connection, enabling calls to be seamlessly transferred from the old office.
All inbound calls terminated via TDM on the legacy PBX at the original office, becoming subject to limited and inflexible routing plans and incurring line rental fees. All inbound and outbound calls are made through storm, enabling complex call routing plans to be rapidly created and updated in real-time. The IP solution makes ISDN line rentals redundant.
CG needs capacity to handle increasing volumes of demand and a rapidly growing workforce, but the existing PBX infrastructure had an inherently limited number of ports. storm has the scale to provide a huge number of extensions and to service any level of demand, enabling CG communications to keep pace with rapid expansion.
Reporting on ISDN calls was carried out entirely through bespoke applications, and the PBX did not offer any inbuilt recording facilities, impairing visibility of communications.

Call recording and reporting are fully integrated with the storm platform, enabling CG to improve internal and external interactions and optimise customer service.

How it Works

1. Callers dial one of Content Guru’s numbers into the PSTN/GSM network.
2. During the transition, calls are routed to the legacy PBX at Office A.
3. If the call needs to be handled by staff at Office B, or if the call requires a specific routing treatment, Office A agents transfer it to the storm® platform.
4. storm intelligently routes the call over a temporary broadband connection to the most appropriate agent to handle the enquiry. Agents at Office B are equipped with iPath hard and soft phones, and make outbound calls using the same broadband connection, being routed directly through storm to the PSTN/GSM network.
5. All remaining agents at Office A migrate to Office B, and a permanent fibre connection is installed. Administrators can make service updates in seconds, or view detailed real-time and historical reporting over all inbound and outbound interactions.
6. All calls from the PSTN/GSM network come directly into storm and are processed accordingly.

“We needed to relocate our UK headquarters to new larger premises in a very short timeframe. This had to be done in a seamless manner and it was critical that our 24/7 customer support services were not impacted.
Unfortunately the telecommunications providers of our dedicated data circuits were unable to deliver circuits to the required timeline. Using storm® over the internet meant we were able to continue providing service regardless, with all of our complex routing and other services operating as normal. Although I know how it all works I still can’t help being impressed with storm’s Cloud PBX and Contact Centre services. It’s great being a happy customer of our own products.”
Sean Taylor, Managing Director

Learn More

To find out more about our award-winning contact centre solutions, please get in touch with us through a method below:

Message: *

Your Contact Number: *

Validation (please enter in numerical format e.g. 1 rather than one): *
seven-3 =


six × = 30

UK Contact Details

T: +[44] (0) 1344 852 350
F: +[44] (0) 1344 852 351
Directions

Benelux Contact Details

T: +[31] (0) 88 5769 289

USA Contact Details

T: +[1] 408 559 3988
F: +[1] 408 559 3977