Executing CX excellence: Content Guru and the Gartner® Magic Quadrant™ for CCaaS 2022

It’s that time of year again when the customer experience (CX) industry is abuzz with anticipation. The Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) report for 2022 has been released.

This year, Content Guru has been named a Challenger in the Gartner® Magic Quadrant™ for CCaaS.[1] Content Guru believes this is a testament to its customers and partners; from the ones who have been with Content Guru every step of the way, to those who are taking their first steps into the world of cloud. Together, Content Guru’s vision of delivering CX excellence across the globe is becoming a reality.

A year of global growth and CX successes

2021 was an exceptional year of growth for Content Guru, both from direct deployments of storm® cloud solutions and through its partner ecosystem, in which the business continues to invest.

Content Guru’s network of established worldwide partners is special. It empowers Content Guru to reach those in need of its transformative cloud solutions in every corner of the globe. Over the last 12 months, Content Guru has strengthened ties with existing partners and expanded the partners it works with. Looking forward to the next 12 months, Content Guru is set to drive further growth in the Americas with prominent soon-to-be partner Intelisys, a ScanSource company, who are one of the largest Technology Services Distributors in the US.

The post-COVID economy has been a huge catalyst for organizations adopting cloud technology, as evidenced by the influx of customers placing their trust in Content Guru to support their transition from an on-premise or legacy solution to the ultra-reliable storm CONTACT™ cloud CCaaS solution. With its virtually limitless scalability, storm supports hundreds of businesses and their mission-critical priorities across the globe, and would be nowhere without the trust of its worldwide customers. The high level of trust they place in Content Guru to deliver tailored solutions that not only meet, but exceed their needs to drive lasting results, is a testament to the strength of the storm platform.

The journeys taken with customers, working together closely to overcome their CX challenges, have forged strong global relationships, and led to outstanding success. Long-standing customer, UK Power Networks, recently achieved the highest CSAT score out of any organization in the UK Customer Satisfaction Index (UKCSI).[2] It is synergistic relationships like these that enable customers to challenge and redefine the boundaries of CX excellence in their industries.

 

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Content Guru.

 

What’s new in the Gartner Magic Quadrant for CCaaS this year?

In Content Guru’s opinion , the 2021 Gartner Magic Quadrant for CCaaS report was different from previous years, in that the focus of the report shifted to the future needs of end users, instead of the market as it is today. The 2022 report follows suit, with a strikingly similar set of observations of customer demands and desires, but there is something new.

Gartner has made a new observation. According to Gartner:

the market has seen a notable increase in demand for systems that can support greater levels of sophistication in support of digital channels, self-service, interaction and journey analytics, and artificial intelligence (AI) and machine learning (ML) to provide enhanced levels of automation.[3]

 

Innovating into the future

What Gartner has pointed out comes as no surprise. The digital generation is here, and Content Guru has long been preparing for its arrival.

Designed from the ground up to handle any type of contact, storm CONTACT helps organizations to innovate and evolve alongside their customers and the market. With digital channels now overtaking voice as the preferred CX medium, it is essential that organizations’ contact centers understand, coordinate and track customer interactions through these emerging channels. To help its customers stand out in the CX arena, Content Guru has integrated its CCaaS solution with Instagram. Mirroring its existing social media provision for Facebook, WhatsApp, Twitter and others, Content Guru enables organizations to provide fully omni-channel customer engagement for the consumer of today – and tomorrow.

Content Guru is committed to innovation, ensuring its customers always have access to cutting-edge CX advancements, particularly in AI. Content Guru is already making strides in AI-driven self-service, which will enable its customers to create intelligent conversational chatbots to meet the changing demographics of their customer base, and deliver instantly memorable omni-channel interactions.

Sean Taylor, CEO of Content Guru, commented:

There are so many exciting things to work on as we continue to innovate in areas such as AI-driven automation, digital and video channels, customer data platform functionality, and the use of data from Internet of Things devices. The CCaaS marketplace will mutate over the coming years into next-generation customer experience (CX) that leverages omni-channel and data aggregation, i.e. “omni-data”.

Cross-channel, and cross-system intelligence is the crux of holistic customer engagement. This is why Content Guru is investing its efforts into enhancing its aggregation layer and CRM tool, storm CKS® (Customer Knowledge System). By leveraging omni-data in addition to omni-channel, customers have the power to harness data from every angle, and use it effectively across every interaction, regardless of channel. In the future, storm will connect to digital customers and devices from the ‘Internet of Things’, further enriching the data fabric of the contact center with additional customer data points.


[1] Gartner® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 22 August 2022.

[2] https://www.instituteofcustomerservice.com/research-insight/ukcsi/

[3] Gartner® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 22 August 2022.

 

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in our 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.

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.