Following Content Guru’s successful exhibition at Salesforce World Tour Boston, the cloud provider will be in New York City and Washington D.C. in May further showcasing how its award-winning storm® platform simplifies complex communications for some of the world’s largest organisations.
Salesforce World Tour New York City will take place on 7th May 2019 at the Javits Center, while Salesforce World Tour Washington D.C. will be on 14th May 2019 at the Walter E. Washington Convention Center. Content Guru, a leader in omni-channel cloud communications solutions, will demonstrate how storm’s best-in-class features ensure customers avoid long waiting times and can self-serve when they want to, freeing up contact center agents to handle more complex cases.
Users of Salesforce, the world’s foremost customer relationship management (CRM) solution, can transform their customers’ and agents’ experience with storm. Through a unified interface, operators can take advantage of storm’s features of unlimited scalability and intelligent automation, while being able to view and optimise their customer data from Salesforce.
storm CONTACT™ utilises an easy-to-use browser-based portal, available for purchase from the Salesforce AppExchange as an application that can be launched from within the Salesforce Console. Using storm CONTACT, businesses can personalise the customer experience by feeding in information from Salesforce to their omni-channel contact center. This includes storing recordings against agent contacts in Salesforce, as well as data on Integrated Voice Response (IVR) prompts selected by customers, and wrap codes inputted by agents at the end of a communication.
Today’s organisations handle enormous amounts of information, and failing to have multiple sources of data in one place can lead to customer dissatisfaction and high call handling times. storm’s INTEGRATE™: Salesforce.com® module gives contact center agents access to information in one place. Through an embedded solution, Salesforce is used as a fully-unified communications desktop. The module also enables single sign-on capability, and a ‘Click-to-Contact’ feature from the Salesforce web portal desktop.
Ed Winfield, Global Partnership Director at Content Guru, said: “Content Guru received an overwhelmingly positive response at the World Tour event in Boston. It is a real pleasure for us to be attending the World Tour in New York and Washington D.C., and we are looking forward to showing how storm, the top cloud contact center solution for hundreds of the world’s largest enterprises, ensures high levels of customer and agent satisfaction.”