Tag Archives: Cloud Contact Centre

Content Guru and Serco to Deliver Citizen Engagement Hub

Content Guru has entered into a ground-breaking new partnership with international public services provider Serco which will bring the next generation of multi-channel contact centre capabilities to its public sector customers, by enabling organisations to implement the Citizen Engagement Hub.

Content Guru’s award-winning storm® platform seamlessly integrates different channels of communication, such as web chat, SMS, email, and social media, into a single interface. This will enable Serco to provide a consistent level of customer service regardless of how individual citizens choose to get in contact.

storm supports the growing customer expectation for flexible, multi-channel communications through the Citizen Engagement Hub. The introduction of the new platform underpins Serco’s ambitions to significantly grow its contact centre service for public sector customers over the coming years. Serco currently provides contact centre services and complex case management to a range of high-profile local and central government customers across the UK & Europe, including the Department for Work & Pensions and European Union.

Sean Taylor, CEO of Content Guru said:
“Serco’s clients are high-profile and expect the best quality of communication services to be delivered in a cost-effective manner. storm has a proven track record for delivering complex services on a large scale for a variety of industries, including the public sector, and this partnership represents an excellent opportunity to further transform the way that Serco and its clients engage with end-customers.”

Faye Shaw, Serco’s Managing Director of Citizens Services said:
“Every year we’re seeing a significant increase in the use of smartphones, with citizens wanting to contact us by their preferred channel – be that social media, web chat, email, or SMS – at a time that suits them. Citizens rightly expect a rapid response and for all these channels to be handled in a consistent high-quality way.

“By combining our contact centre services experience and expertise with the flexibility of storm, we will be able to improve citizens’ experience across all channels and offer longer opening hours. The analytics that the platform provides will support the shift towards using more effective channels, driving both improvements in service and cost benefits. We know this is important to our public sector customers and will support them to deliver better frontline services and reduce the overall cost of delivery.”

Mark Mamone, Serco’s Group CTO and CIO for the UK & Europe LRG Division said:
“This is a key milestone in delivering our strategy to leverage cloud based platforms as a core enabler in the delivery of service excellence to our customers. It provides the flexibility, agility and capability to offer transformative services, underpinned by our strategic service integration capability and aligned to the digital agenda.”

For further information, please contact:
Madeleine Keenan, Marketing Executive, Content Guru
Tel: 01344 852 350 or Email: msk@contentguru.com

Adam Williams, Head of Media Relations, Serco
Tel: 07718 025 085 or Email: adam.willams2@serco.com

Notes to editors:

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 centre features, including iACD® (intelligent Automated Contact Distribution) to customers of all sizes. storm can seamlessly integrate with almost any third-party system, supporting WFO (Workforce Optimisation), WFM (Workforce Management), and CRM (Customer Relationship Management).

Founded in 2005 in the heart of Europe’s ‘Tech Valley’ in Bracknell, Berkshire, Content Guru provides cutting-edge communications services through a cloud-based delivery model. Its clients include large enterprise and government bodies throughout a huge range of sectors. In 2016, the company won a Queen’s Award for Enterprise: Innovation, the highest accolade in the UK, and a UK IT Industry Award for its transformational work with NHS 111 London.

Visit www.contentguru.com for more information

About Serco
Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East.

More information can be found at www.serco.com

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/

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/

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.

storm

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.

storm