By enabling customers to deliver a great customer experience (CX) and to architect superior customer journeys through best-in-class native technology, Content Guru has demonstrated world-class technical capabilities with the storm® solution and has earned Frost & Sullivan’s 2020 Technology Innovation Leadership Award. This award recognizes companies that lead the development and successful introduction of high-tech solutions for customers’ most pressing needs, shaping the industry and business landscapes in the process.
Content Guru offers a complete and flexible contact center product portfolio, enhancing customer communication functions and giving customers the power to create consistent experiences for end users. Because Content Guru’s storm solution is cloud based with modular deployments, customers can add to their CX estates with new functionalities as and when required, enabling them to build a CX estate that can evolve with their business needs. Content Guru offers a wide set of complimentary and natively developed modules, including reporting, artificial intelligence (AI), customer relationship management (CRM), and workforce optimization (WFO), bringing together one of the most comprehensive product portfolios in the European contact center-as-a-service (CCaaS) market.
Content Guru provides customers with a series of advantages by directly controlling the technical development of its full suite of cloud solutions for the contact center. Some of these advantages include providing a totally seamless experience to users and enhancing the agent experience (AX) because agents have access to a wide set of functionalities and capabilities through a single interface. In addition, moving easily from one module to another can reduce handling times and improve the CX.
Content Guru’s rich product offering includes cutting-edge AI and intelligent automation features, all of which allow customers to streamline and enhance their CX delivery. Content Guru’s effective, simple-to-use AI solution is leading the charge in practical AI applications and includes natural language processing (NLP), chatbots, and image recognition functionality.
For customers that need tailor-made solutions, Content Guru provides a set of integration tools that enable customers to integrate storm with hundreds of third-party systems. Content Guru offers both off-the-shelf and bespoke integrations to customers, allowing them to unify their legacy systems and databases into storm.
storm provides users with virtually limitless scalability, which can be accessed on-demand to meet spikes in contact traffic without disruption. Coupled with its 99.999% reliability, this functionality has proved to be particularly valuable for the many emergency and mission-critical services that storm supports. During the height of the COVID-19 pandemic, storm scaled to handle a 14 times increase in total call duration, enabling remarkable resilience and reliability. In mid-March, NHS 111 in London, a storm user organization, experienced a total call duration that was 1,400% higher than the equivalent date in January, with the total number of calls more than 500% higher. storm scaled seamlessly to handle these call volumes, allowing NHS 111 to continue with its operations and to ensure callers could get through to the support they needed.
Content Guru’s storm integrates the latest technologies, providing powerful omnichannel experiences and delivering an amazing set of capabilities. With one of the most extensive R&D budgets in the European CCaaS market and a strategic commitment to creativity and innovation, Content Guru provides the right tools to customer organizations to support their ongoing digital transformations successfully.
Content Guru’s world-class innovation process and its ongoing product development initiatives indicate that the company is positioned to continue nurturing and to stay ahead in the CX industry.
This blog post has been re-published by permission of Frost & Sullivan – View the original post