News 01/09/21

Content Guru Named in Independent Research Firm’s Recent Report

Innovator in cloud contact center solutions, Content Guru, today announced that it has been included in leading global research and advisory firm Forrester’s Now Tech: Workforce Optimization Platforms, Q3 2021 report1 in the contact center as a service functionality segment, which includes vendors that deliver value with full-stack contact center competencies.

The report recognises vendors offering a workforce optimization (WFO) solution designed to improve operational efficiency, enhance employee engagement, and enable compliant customer service.

Content Guru offers an enhanced WFO suite as part of its full-stack Contact Centre as a Service (CCaaS) platform, storm®storm provides both APIs for bespoke integration into in-house WFO systems, and also a full-stack solution including powerful voice and screen recording, omni-channel capabilities (IM, Video, Voice, etc.), Artificial Intelligence (AI) backed Analytics and Quality Management tools.

storm’s award-winning capabilities include: CKS® Customer Relationship Management (CRM); omnichannel customer journey recording; and new cloud stereo recording to provide limitless capacity for analytics through improved audio quality and transcription to enable AI-backed analytics and comprehensive reporting.

Martin Taylor, Deputy CEO and Co-Founder of Content Guru, commented:

“We are delighted to be included in this report by Forrester. Forrester reported that among global infrastructure decision-makers, 39% expect their firm to use more WFO technologies in the next 12 months. There is a clear link between customer satisfaction and WFO implementation, and we’ve worked hard to ensure that storm’s innovative features enable an unbeatable customer experience.”

1 Now Tech: Workforce Optimization Platforms, Q3 2021 Forrester Research, Inc.