Google Contact Center AI and Content Guru

Content Guru is a world leader in driving communications and CX success for organizations of all sizes worldwide, specializing in large-scale, omni-channel and mission-critical operations. storm®, Content Guru’s market-leading Contact Center as a Service (CCaaS) solution, has integrated with Google Contact Center AI in order to utilize its powerful Natural Language Processing and conversational AI capabilities.

Driving great CX is crucial for the success of your business. A loyal client base, and a profitable organization, relies on balancing the expectations of your customers with the needs of your people. storm has a rich heritage of helping companies of every size stay compliant, keep data secure, and scale their CX services up – or down – as required.

Google Contact Center AI

Scale Up – Without Sacrificing Your CX

Google Contact Center AI

Reduce Agent Strain With Accurate & Targeted Information

Google Contact Center AI

Boost Your Reporting & Compliance Without Added Complexity

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How storm Helps

Boost CX

Google Contact Center AI Boost Customer Experience

  • Customers always receive fast, relevant information, as customer service representatives are provided with key contextual information and automated Knowledge Management prompts.
  • Automated triage processes mean that customers are routed through to the right team, and even the right agent, based on a huge range of factors – including area of expertise, language, and more.
  • Text-to-Speech also enables organizations to have voice prompts, which can be rapidly updated without the need for manual re-records.

Machine Agents

Machine Agents

  • Machine Agents automate simple, repetitive tasks, helping your organization resolve more customer inquiries than before, while boosting the agent retention.
  • Machine Agents using Google Natural Language Processing and Wavenet text-to-speech allow organizations to deliver fully-automated customer engagement, including over voice.
  • Build new Machine Agents in minutes through a simple drag-and-drop interface.

Support Your Agents

Google Contact Center AI Agent Experience

  • Machine Agents support live agents by automatically identifying and providing relevant information for each inquiry.
  • Targeted Knowledge Management allows organizations to ramp up new agents quickly, and help experienced agents work better, faster, and smarter.

Reporting & Compliance

Google Contact Center AI Reporting & Compliance

  • Sentiment analysis and speech-to-text transcription creates rich customer interaction data that is searchable regardless of the channel.
  • Automatically check whether necessary phrases, such as terms and conditions, have been stated.
  • Reduce wrap times and time-consuming manual processes with automated wrap-up processes.

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About Content Guru storm

One of the world’s largest suppliers of communications solutions, Content Guru’s award-winning Customer Engagement and Experience solutions are used by hundreds of leading enterprise and government organizations across the globe.

Content Guru’s cloud-native CPaaS solution, storm®, offers modules including omni-channel communications and industry-leading AI, backed by virtually limitless scalability and unmatched integration capabilities. Content Guru ensures businesses are able to meet the communications needs of every customer and user, seamlessly. storm is deployed in mission-critical applications across Europe, the US and Asia-Pacific, in sectors ranging from finance and healthcare through to government and utilities. Customers relying on storm include Sodexo, Chubb, Serco and NHS England.

Find out More about storm CCaaS
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About Google Contact Center AI

Google Cloud utilizes Google’s infrastructure to deliver cloud computing services for organizations of all sizes, from individuals to enterprise.

Google Contact Center AI leverages cutting-edge technology to deliver a wide range of functionality, including:

  • Wavenet, which allows for instant, natural-sounding text-to-speech.
  • Natural Language Processing, allowing users to automatically scan for meaning and intent.
  • A wide range of insights, including sentiment analysis.
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