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.”
 Now Tech: Workforce Optimization Platforms, Q3 2021 Forrester Research, Inc.
About Content Guru
A leader in cloud communications technology, Content Guru 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 London, G4S, and Serco.
For more information, visit: https://www.contentguru.com/ or follow us on Twitter here: @CGCHIRP