Europe’s cloud leader for Customer Engagement and Experience technology, Content Guru, has been Highly Commended at the European Contact Centre and Customer Service Awards (the ECCSAs). The company was recognized in the Responding in a Crisis – Supporting Customers (Utilities, Telecoms and Technology) category.
Responding in a Crisis – Supporting Customers (Utilities, Telecoms and Technology) is a new category in this established and prestigious awards program, celebrating those organizations who best supported their customers during the Coronavirus crisis. Due to the pandemic, the delayed virtual ceremony for the 2020 ECCSAs took place on Tuesday 16 March 2021.
The judges recognized Content Guru for its work throughout the pandemic in enabling large organizations to move to homeworking. These Content Guru customers spanned all sectors, from Travel to Utilities, with ‘WFH’ enabled by the company’s browser-based cloud solution, storm®. At the start of the COVID-19 crisis, storm enabled customers such hotel chain, Jurys Inn, and rail industry body, Rail Delivery Network, and a number of large airlines to move their contact center agents to a remote working model in just days.
This meant that consumers were able to obtain up-to-date information, make cancellations and obtain refunds for their disrupted travel and accommodation plans.
storm’s cloud-based model and virtually limitless scalability enabled large organizations to handle spikes in inbound contact seamlessly throughout the pandemic. storm allowed NHS 111 London to deal with up to 1400% increases in call traffic of from patients concerned that they had symptoms of the virus. storm also enabled a leading airline to scale to cope with a 242% increase in the number of inbound calls received.
Martin Taylor, Co-founder and Deputy CEO at Content Guru, commented:
“Content Guru has worked extremely hard to assist our customers throughout COVID-19. This has meant that millions of people needing to get through and talk about their health, access to benefits or cancelled flights received the help they needed. We’re delighted to be recognized with this esteemed award, which is testament to the commitment of our dedicated teams in providing world-beating cloud contact center technology to our customers.”