Can your Contact Center take on the World?

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.