For the second year in a row, leader in cloud communications solutions, Content Guru (storm®), has scored highest in the High-Volume Customer Call Center use case in Gartner’s 2019 Critical Capabilities for Contact Center as a Service report.
Content Guru (storm) also came second highest in the Agile Contact Center and Western Europe use cases, in a report that aims to support application leaders in their selection process for CCaaS providers.
The report, published 16th October 2019, presented a number of specific findings. In particular, “Gartner estimates that, by 2022, 50% of contact centers will be using CCaaS, up from approximately 10% in 2019”.
The primary focus of the High-Volume Customer Call Center use case is on scalability, as well as operational effectiveness of a large call center platform beyond 500 seats. There is also a strong focus on carrier services and customer service levels.
Content Guru believes it rated high in this use case due to its extensive experience handling high volume call situations for huge organisations such as the UK’s largest Distribution Network Operator (DNO), UK Power Networks. Content Guru have helped UK Power Networks ensure that customers do not become frustrated waiting for long periods in call queues.
In addition, storm provides the ability for contact centers to rapidly scale up or down. Content Guru believes that this functionality demonstrates how their technology can assist in making high volume call centers more operationally effective.
Martin Taylor, Deputy CEO of Content Guru said: “We think it is fantastic that Content Guru has scored highest in the High-Volume Customer Call Center use case for the second year running. We feel that this is a real recognition of our ability to deploy and support large contact centers. With most CCaaS providers only supporting small contact centers, we believe this result highlights a key differentiator of our business. We are delighted with our position in the Critical Capabilities report, which we believe demonstrates the value we deliver every day to our customers across the globe.”