Innovator in cloud contact centre solutions, Content Guru, today announced that it has been included in leading global research and advisory firm Forrester’s Now Tech: Workforce Optimization Platforms, Q3 2021 report¹ in the contact centre as a service functionality segment, which includes vendors that deliver value with full-stack contact centre competencies.

The report recognises vendors offering a workforce optimization (WFO) solution designed to improve operational efficiency, enhance employee engagement, and enable compliant customer service.

Content Guru offers an enhanced WFO suite as part of its full-stack Contact Centre as a Service (CCaaS) platform, storm^®. storm provides both APIs for bespoke integration into in-house WFO systems, and also a full-stack solution including powerful voice and screen recording, omni-channel capabilities (IM, Video, Voice, etc.), Artificial Intelligence (AI) backed Analytics and Quality Management tools.

storm’s award-winning capabilities include: CKS^® Customer Relationship Management (CRM); omnichannel customer journey recording; and new cloud stereo recording to provide limitless capacity for analytics through improved audio quality and transcription to enable AI-backed analytics and comprehensive reporting.

Martin Taylor, Deputy CEO and Co-Founder of Content Guru, commented: “We are delighted to be included in this report by Forrester. Forrester reported that among global infrastructure decision-makers, 39% expect their firm to use more WFO technologies in the next 12 months. There is a clear link between customer satisfaction and WFO implementation, and we’ve worked hard ensure that storm’s innovative features enable an unbeatable customer experience.”

[1] Now Tech: Workforce Optimization Platforms, Q3 2021 Forrester Research, Inc.