Convergence
The next generation of technological development is coming up from the streets. With social networks like Facebook and instant messaging systems like Twitter, consumers are driving technology innovation in a way that has never been possible before.
Multi-channel
Content Guru allows enteprises and public sector organisations to ride the wave of change by bringing highly diverged technologies onto unifying, integrated platforms. It means you can meet and exceed the expectations of your customers by communicating with them through the channels they choose, in ways that even they may not have expected.
Integration
Example: EDF Energy uses SMS messages to contact customers almost instantly when a power cut occurs. It reassures them, and mitigates the inevitable surge in calls to the company’s contact centres. It sounds simple, but the integration of CRM systems and mobile messaging functions required is complex and challenging. Content Guru’s LOSS™ service manages the process effortlessly.
Innovation
The EDF Energy Example illustrates the cultural shift that has taken place in the last ten years. Mobile phones and smartphones have become the first line of communication for consumers, and LOSS makes intelligent use of the channel. It’s convenient for the customer, it’s the fastest way to get an urgent message to thousands of people and it demonstrates that EDF Energy is innovative in its approach to customer service.
Converged dialogue
The diagram above illustrates the multitude of channels now available to consumers – and to the organisations that are trying to communicate with them. Content Guru integrates the layers of corporate systems, infrastructure and content delivery networks to enable a converged, consistent and effective dialogue between end-users and the organisations that serve them.