CX Excellence Made Easy: Content Guru recognized in 2023 Gartner® Magic Quadrant™ for CCaaS

It’s the moment the Customer Experience (CX) industry has been waiting for. The Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) report for 2023 has been published.

This year, Content Guru has been named a Challenger in the Gartner® Magic Quadrant™ for CCaaS.[1] Content Guru believes this is due to its ongoing commitment to delivering innovative CX solutions to its clients, and the continual expansion of its customer and partner network across the globe.

Rapid Growth Through Turbulent Times

The last year saw strong growth for Content Guru, even in the face of economic uncertainty. Over the last 12 months, Content Guru left no region untouched, with new customers onboarded in the Americas, AsiaPac and Europe. These include organizations across the full range of sectors; from Financial Services and Insurance, to Blue-Light and Non-Profit.

What’s more, Content Guru has continued to invest in and expand its global partner network. New partners include Intelisys in North America, as well as NTT Data and VR-Voice in Germany. The growth of these relationships enable Content Guru to reach a wider network of organizations looking for better CX. It sits at the heart of a technical ecosystem, spanning thousands of organizations and a workforce of millions.

Covid-19 and the popularization of hybrid working models triggered a tidal wave of interest in cloud technologies. Content Guru has seen an ever-growing influx in organizations turning to it to support the move from on-premise to cloud CX solutions with its award-winning storm® platform. To ensure it can keep up with demand, Content Guru opened a new development hub in Porto, Portugal, this summer as it continues to expand in the region.

Keeping Up With Market Trends

It’s no secret that Artificial Intelligence (AI) is top of every CX leader’s wish list. But as Gartner observes in the 2023 report, new technologies have made an impact.

According to Gartner: “But, GenAI is expected to see adoption in some use cases, such as agent assist and process automation, over the next 12 months.”[2]

In Content Guru’s opinion, it is keeping ahead of the curve by investing significant capital and time into developing its AI capabilities. Most notably, it expanded the capabilities of its storm Machine Agent, or chatbot, to offer users effortless, high-speed self-service and accurate answers as part of a conversational experience through voice and digital channels.

But that’s not all. Content Guru is working with industry experts to blend Generative AI into the contact center. This will enable hyper-intelligent machine agents as a reliable channel, while empowering more accurate routing, instant script building and customer journey mapping.

A View to the Future: Excellence in CX

Content Guru is constantly looking to the future when planning its innovation timeline.

Content Guru recognizes the impact the Metaverse will have on modern consumers. storm Trust Center was launched this year, a collaborative space in the metaverse, designed to engage and support clients and partners. From live events and product updates to interactive experiences with other customers and opportunities to provide feedback, the storm Trust Center provides a new digital channel for Content Guru’s customers and partners. This will be further developed to allow metaverse engagement for general contact center activities.

What’s more, Content Guru is working on an API gateway and developer environment that will make it easier for customers, partners and system integrators to leverage storm’s open APIs via storm Exchange, Content Guru’s marketplace.

Sean Taylor, Global CEO of Content Guru, commented: “This marks Content Guru’s fourth successive year in this Magic Quadrant.  We are pleased to maintain our position as Europe’s leading CCaaS vendor and are the only European-headquartered company to feature in the report. The cloud contact center marketplace continues to grow strongly and is becoming a core component of next-generation Customer Experience. The rapid adoption of generative AI over the past year to provide a range of intelligent automated services has made this an even more exciting market to be part of.”

“In addition to our work providing AI-driven services we have continued to see strong sales of our Customer Data Platform, increased adoption of ‘digital customer’ services through connection to Internet of Things devices such as telecare and the increased innovative use of digital channels such as video to enrich interactions between customers and enterprises and public sector organizations.”

CX Excellence Made Easy

Content Guru makes CX excellence easy. From cutting-edge innovation to prosperous partnerships, to creating outstanding customer and agent experience, Content Guru continues to realize its vision for the CX sector.

Get a complimentary copy of the 2023 Gartner Magic Quadrant for Contact Center as a Service report.

[1] Gartner® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 7th August 2023

[2] Gartner® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 7th August 2023

Gartner®, Magic Quadrant for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 07. August 2023.

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