Based on its recent analysis of the European Contact Center-as-a-Service (CCaaS) market, Frost & Sullivan recognizes Content Guru Ltd. with the 2020 European Technology Innovation Leadership Award. Content Guru’s storm® ecosystem brings together intelligent automation, a wide array of third-party system integrations, omnichannel engagement functionality, and unique scalability capabilities to enhance customer communication functions. Major organizations, such as the NHS, National Rail Enquiries, EDF, Sodexo, Rakuten, and Rightmove, have deployed Content Guru’s storm solution.
“Content Guru’s modular CCaaS architecture allows organizations to unlock new feature-rich capabilities when required, supporting phased migration to the cloud,” said Federico Teveles, Industry Analyst. “Its control of the technical development of a full suite of cloud solutions gives customers a competitive edge by enabling the execution of rapid fixes in the core code of the modules and applications, provision of a totally seamless user experience, and the enhancement of agent experience (AX) by giving them access to all channels and modules through a single interface.”
Content Guru offers one of the most innovative and advanced solutions in the European CCaaS market. The company’s omnichannel capabilities create a single, blended view across multiple channels and converge multiple data sources into a single interface. While storm covers a broad array of channels, including web chat, email, social, SMS, and WebRTC video and voice, Content Guru’s native highly-intelligent AI application, brain®, provides functionalities that can be applied to intelligent chatbots, natural language processing, and image recognition.
The company places strong emphasis on enhancing its technology to offer a competitive portfolio in every sub-sector of the market. For instance, Content Guru evolved its storm Customer Knowledge System™ (CKS) from a relatively lightweight CRM to a competitive CRM. Today, storm CKS integrates cost-effective CRM, case management, and ticketing capabilities into a single environment, creating consistency across all customer data and offering organizations a 360-degree view of end users. As part of the storm ecosystem, CKS is accessed through the same web-based portal as all other modules, thus ensuring a fully unified desktop experience and improved data accuracy, personalization, and customer engagement.
“Content Guru provides scalable capacity so that customers can accommodate thousands of additional users when required. It gives clients access to an almost unlimited number of ports in the cloud and can accommodate tens of thousands of simultaneous calls across time-division multiplexing (TDM) and voice over Internet protocol (VoIP),” noted Teveles. “The solution enables the automation of mass information broadcasts through multiple channels as well as offers self-service options to efficiently resolve and deflect simple requests, allowing agents to deal effectively with more complicated, urgent interactions.”
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality that is gaining rapid acceptance in the market. The award recognizes the quality of the solution and the customer value enhancements it enables.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
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About Content Guru
A leader in cloud communications technology, Content Guru (contentguru.com) supplies mission critical Customer Engagement and Experience solutions to hundreds of large organisations across the globe.
Content Guru’s cloud-native omnichannel solution, stormⓇ, offers virtually limitless scalability, unmatched integration capabilities and industry-leading AI. Content Guru ensures contact centres and customer engagement hubs meet the needs of every customer, seamlessly. storm is used by public and private sector organisations across Europe, the US and Asia-Pac, in sectors ranging from finance and healthcare through to government and utilities. Customers relying on storm for mission-critical services include Sodexo, NHS 111, UK Power Networks, G4S, Serco and Rail Delivery Group.
Media Contact: Ben Ralph - Touchdown PR
P: +44(0)77 4654 8214 - E: contentguru[.]touchdownpr.com.