Product roundup: July and August 2020

The importance of internal communications in delivering great customer experience (CX) cannot be overstated. But with so many communications platforms out there, it can be hard to connect with the right person, at the right time. This will ultimately impact the speed and quality of your CX.

To help your employees connect instantly with the expertise of their colleagues, and deliver the quick and informative service your customers expect, storm has expanded its range of communication and collaboration tools. With unified communications features such as instant messaging (IM), video calling and screen sharing, all accessible remotely and through a single interface, your staff can work effectively as a team from any location.

In the June Product Roundup we revealed storm LINK™. This feature establishes a link between an agent and a customer to share files and even start a live, one-way video session, whilst on a phone call.

To help build even greater rapport between customer and agent, storm LINK™ now supports two-way video. As part of this update, users can toggle the size of the video display to fit a larger viewing space. This update will hugely benefit organizations that depend, and thrive, on in-person interaction, as it has already done in the healthcare sector.

In a healthcare setting, storm LINK™ has allowed clinicians to have virtual face-to-face consultations with customers from any location with an internet connection. Combined with the ability to adjust the video display, clinicians now have the ability to better examine patients.

Back in June, Content Guru announced the new version of FLOW™. In this upcoming deployment, users will be greeted by a refreshed interface to complement the existing powerful functionality.

Soon, users have access to even richer functionality with the Machine Agent action cell. This feature will enable users to apply simple, yet intuitive intent-based routing to their service orchestration. This functionality provides customers with the high quality conversational experience that they expect, and lays the framework for superior self-service.