Content Guru, global innovator in cloud contact center technology, has been heralded as an ‘Exemplary Vendor’ by specialized industry analyst Ventana Research in its 2022 Value Index on Agent Management.
Content Guru was assessed for the Value Index using Ventana’s well-established evaluation methodology. The Ventana model sees vendors assessed across seven key categories, which are then weighted by contact center buyers’ key requirements, as defined by Ventana’s proprietary sector expertise and research.
Content Guru received the coveted ‘Exemplary Vendor’ rating thanks to its single-stack customer experience solution, storm®, which provides a range of cutting-edge Agent Management functionality to help organizations cope with the many challenges of optimizing their contact center workforces.
During the COVID-19 pandemic, Content Guru helped hundreds of large organizations, such as Britain’s NHS, to keep their essential public-facing operations running in the face of severe disruption. Content Guru’s innovative Workforce Optimization (storm WFO™) suite – which includes predictive Workforce Management (storm WFM™), voice and screen recording (storm RECORDER™), AI-powered knowledge management (storm CKS® KNOWLEDGE MANAGEMENT™), and powerful quality monitoring and analytics technology – enabled organizations to support, monitor and motivate their service agents as they entered the new homeworking era. Alongside substantial in-built WFO and contact center collaboration capabilities, which include agent-to-agent IM, video and voice calls as well as live presence status display, storm integrates with Microsoft Teams and Zoom, ensuring front-office agents can interwork seamlessly with their expert colleagues in the back office.