Tag Archives: Cloud Contact Centre

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.


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

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Zorginstituut Nederland Adopts storm® Solution

Content Guru has deployed a storm® Cloud Contact Centre solution for Zorginstituut Nederland, an independent Dutch administrative authority that is responsible for managing basic healthcare insurance packages for citizens as well as interfacing between government healthcare administration and independent health providers.

Customer Engagement

The flexibility of the storm platform has helped Zorginstituut Nederland to increase the efficiency of its operations and enhance its citizen engagement while cutting costs, due to the flexible and agile nature of its multichannel cloud-based infrastructure.

Read the full case study here.

Proactive Customer Contact

Effective customer contact is all-important for any organisation. As your front door to the outside world, it’s a vital channel for new business. Furthermore, it is how you keep your existing customers.

Without regular contact from their suppliers, it’s no surprise when customers shop elsewhere next time they want a product or service. And yet many companies are still organized according to incoming customer contact, reacting to customer needs, rather than shaping them.

Sarah, for example, buys a new mobile phone from Shop A. After a while she wants a case to protect it and finds Shop B online, who offer her numerous deals and products, sending her regular updates.

Customer Engagement

She hasn’t heard anything from Shop A since she bought the phone. When her mobile subscription eventually runs out, she gets a new contract with Shop B, forgetting Shop A altogether.

The solution, proactive contact, is becoming increasingly important for both customer acquisition and retention – and now more and more organisations are capitalising on its potential.

At the most basic level, customers are often invited to sign up for weekly or monthly newsletters, an inexpensive medium easily adapted from legacy corporate communications. But people are becoming increasingly selective of the newsletters to which they subscribe. As time goes by, many will lose interest, unsubscribe, and their connection to the organisation is lost. At the other end of the engagement spectrum, some companies might invite their customers to complimentary events throughout the year – a highly effective, if expensive, way to stay in touch and, crucially, a difficult approach to scale.

However, there is another way.

Contact Centre

The Proactive Customer Approach contributes significantly to customer loyalty and helps your company differentiate itself from the competition:
Inform customers about the status of an order or repair; send items or invoices; flag up emergency messages on your website. Proactive gestures, such as sending customers discounts for their next order, or additional product information, can also go a long way.

Going further, by feeding back information about the effectiveness of different actions and communications, helps to refine the approach dynamically.
Means of contacting your customers proactively include:

• SMS;
• Personal Email;
• WhatsApp;
• Social media such as Twitter and Facebook;
• And, of course, calls.

So, how do you start?

With the storm® Cloud Contact Centre solution.

storm substantially increases your organisation’s outbound communications efficiency, providing the choice of fully automated consumer interaction or digitally-assisted human agent operation, allowing you to make the best proactive use of SMS, web chat, e-mail, social media and voice.

Will this be the year your organisation takes the Proactive Customer Approach?

Watch this video for examples!

Content Guru N.L. Hosts Successful storm and Cloud Knowledge Event

Content Guru N.L. has hosted its second successful storm® knowledge event (storm kennisevent) with Benelux network provider and partner, KPN, at the scenic lakeside Inn Style conference centre in Maarssen, Utrecht.

Over 90 leading decision makers and influencers from businesses across the Netherlands attended the event, based this year around the theme of how transitioning to the cloud can positively impact organisations and the processes, technology and people within them.

Eric Hartmans

Eric Hartmans, Business Development Manager at Content Guru B.V. kicked off the event, delivering a keynote speech on his vision for the future of customer contact with the uptake of transformative technologies such as Web Real-Time Communications (WebRTC) and Internet of Things (IoT), which are both expected to become significantly more mainstream during 2017. He also explained how people will remain fundamental to the success of any customer contact organisation, even with the advent of such technologies.

Over the course of the afternoon, delegates listened to a number of interlinked presentations from key influencers. Eric Peeters, Managing Director of IoT at KPN, explained how the advent of IoT technology could fundamentally alter the face of customer contact, provided that IoT applications present clear benefits to consumers. Meanwhile, storm user Hans Udink explained his experience of how Zorg Instituut Nederland smoothly transitioned to the cloud with Content Guru’s storm platform. Nicole Urlings, Contact Centre Manager at Efteling, wrapped up the event, stressing the importance of people, processes and teamwork in the adoption of new contact centre technologies, and emphasising the power that cloud can offer to organisations.

Michael Van Den Brink, Country Manager for Content Guru B.V. reflected on the event:

“Customer contact is a hot topic in the Netherlands at the moment, with more businesses across various sectors recognising the security and flexibility that cloud solutions have to offer. I was really impressed with the level of interaction that took place over the course of the day, as well as the quality of speakers, who really brought their experiences within the industry to life and encouraged some thought-provoking discussion. It was fantastic to have the opportunity to collaborate with so many like-minded individuals and I look forward to welcoming delegates back to next year’s event.”

storm knowledge event

Content Guru Featured in Comms Business’ Annual Channel Cloud Supplement

Content Guru has been featured in Comms Business‘s annual cloud supplement: ‘Channel Cloud: A Comms Business Guide to Connectivity Data Centres and Cloud Based Applications’.

By talking with leading cloud innovators and channel players, the publication examines the current trends in these markets, giving resellers key advice on how to broaden their customer bases in a market that is rapidly evolving.

Content Guru’s inclusion, ‘A Reseller’s Guide to storm®‘ takes resellers on a step-by-step visual journey, showing how they can rapidly configure and deliver uniquely compelling propositions with rapid time-to-revenue through storm‘s powerful customer engagement platform.

Turn to pages 17-18 of Comms Business’ Channel Cloud supplement or find out more by clicking here.

Channel Cloud Supplement September 2016

storm® CONTACT:WebRTC™

In today’s digital age, consumers and colleagues have increasingly high expectations of technology, particularly when it comes to communication. People are accustomed to immediately accessing the information they need on the channels they want, seamlessly shifting between voice, email, SMS, webchat, and video.

With flexibility and accessibility at the forefront of great customer service, how can you converge your communication siloes to deliver immediate accessibility for your customers, and instant person-to-person communications within your own organisation?

Click here to learn how storm® CONTACT:WebRTC™ brings browser-to-browser communications to your organisation, helping to break down technological siloes and increase efficiency and customer service levels across multiple channels.


Content Guru Featured in DMG Cloud Contact Center Report

Content Guru has been profiled in DMG Consulting’s 2015-2016 Cloud-Based Contact Center Infrastructure Market Report, as one of ten companies to be featured in-depth.

Based in the US, DMG Consulting LLC is a leading independent research, advisory and consultancy firm, specialising in the contact centre and analytics landscapes. Its annual ‘Cloud-Based Contact Center Infrastructure Market Report’ is recognised as a key reference point for this sector, providing over 500 pages of detailed analysis of the latest market trends, challenges, technologies and vendors.

UK IT Awards

Content Guru makes its second successive appearance in the report, receiving a comprehensive in-depth feature following on from a high level overview last year. The report quantifies the success that Content Guru has enjoyed this year, revealing a 50% (like-for-like) increase in seats and 66.7% increase in customers over the last 12 months to make up a market share of 3.8% (by seats).

Sean Taylor, Managing Director of Content Guru commented:

“2015 has been a milestone year for Content Guru. We celebrate our tenth anniversary with growing industry recognition and international expansions into Germany and the USA. I am delighted that we have been recognised by DMG and have had our service offerings showcased on such an important platform within the industry.”

Donna Fluss, President of DMG Consulting added:

“2015 was an outstanding year for the cloud-based contact centre infrastructure market and 2016 is looking to be even better. Enterprises of all sizes, in many countries, are either adopting or considering the use of cloud-based contact center systems. Adoption is being driven by increased platform reliability, improved system usability and flexibility, as well as the traditional benefits from cloud-based solutions.”