The game has changed. The CCaaS market is becoming more global, making it harder than ever to choose the best solution for your business. In acknowledgement of the maturing market, Gartner Inc., the world’s leading research and advisory company, has produced an international report on the industry’s prominent providers and their solutions.
This blog dives into the Gartner 2020 Critical Capabilities Report for CCaaS, and highlights Content Guru’s top 3 components of a truly world-class solution.
Having the right connections makes a huge difference. This is especially important for businesses looking to scale up rapidly and globally. Without the right telecom relationships, your contact centers will find it impossible to provide the availability needed to handle high call volumes and spikes in demand.
In order to scale rapidly in the region you want, for the price you want, you should look for a CCaaS vendor who partners with global telecommunications giants to deliver carrier services.
In Gartner’s Critical Capabilities Report, Content Guru received the joint-highest score for the High-Volume Customer Call Center use case – a use case that focuses strongly on carrier services. Committed to providing unmatched scalability to organizations worldwide, Content Guru enables customers to connect to your business, from wherever and whenever, even in the face of unparalleled disruption.
Convenience is crucial for customers. Therefore, offering a wide variety of communication channels, both voice and text-based, with assisted and self-service options, will give your organization a competitive advantage on a global stage. This was particularly apparent in 2020, where organizations that were well positioned to pivot to digital channels did better in the face of the COVID-19 crisis. However, with variety comes complexity. As the number of channels increases, so does the difficulty in managing those channels, and delivering a connected customer journey.
To ensure that great customer experience is delivered via every channel, the perfect CCaaS solution includes highly intelligent routing and queuing abilities, dynamically diverting interactions to the best available live, or machine, agent based on contextual clues, such as message content. Even previous correspondence is factored into routing decisions, allowing agents to own relationships, and deliver seamless and personalized customer journeys.
In the Critical Capabilities Report, Multichannel Contact Management makes up part of the Customer Engagement Hub use case, in which Content Guru fared well. Omni-channel engagement within one easy-to-use browser based solution is fundamental to the Content Guru vision. Organizations need to ensure that their standard for customer experience is consistent across the entire contact center, regardless of which channel the customer chooses. To be able to ensure this consistently smooth end-to-end customer journey for all of your customers is a key part of what allows Content Guru to make engagement easy for you and your customers.
On top of power, the best solution is the one that is easiest to use. If your solution is too complex to adapt to changing circumstances on the fly, then that impressive functionality is wasted. The user experience must be front of mind when deciding on the best option for your contact centers, because when the going gets tough, an intuitive interface will empower supervisors to react quickly to any challenge.
CCaaS solutions that have what it takes to deal with unexpected demand will leverage cloud-native technology, and have in their arsenal an extensive toolkit to manage inbound and outbound services in real time. This provides the ability to reallocate resources from any location with the click of a button.
Content Guru were positioned as one of the highest 3 global CCaaS providers for the Agile Contact Center use case in the Gartner Critical Capabilities Report. As one of the first to market with cloud-native CCaaS technology, Content Guru understands the importance of flexibility for both a solution and its users, delivering superior functionality regardless of location.
Interested in what else Gartner identified as a critical capability for CCaaS?
 Gartner, Critical Capabilities for Contact Centre as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 10 November 2020.
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.