storm CONTACT

The STORM platform from Content Guru is the most stable CCaaS solution I have used in the past 10 years. Our agents love how easy it is to use and IT loves how simple it is to manage. My IT team raves about how user-friendly the experience is for managing the call flow. As an operations leader, I love how easy it is to gain insights through their reports and dashboards. CG prioritizes stability while driving their products forward with constant improvement. They are open to feedback and implement positive changes rapidly to support all of their users.

With its wide range of storm products, Content Guru offers virtually all the products currently required from a single source. The roadmap for further improving these products is very extensive. It is possible to use the products individually so that you have the option of adapting them to your own processes in the company instead of having to adapt the company processes to the product. If something is not customizable, they make every effort to find solutions or integrate feature requests. They can be uses directly for the German market, especially with regard to GDPR. More and more of the products are getting a modern interface with even more individuality for the user. The stability of the platform is excellent.

Content Guru's Storm platform has been a strong underpinning capability within our broader contact centre transformation programme. The solution has proven robust and scalable, supporting a complex platform & business unit consolidation process (3 to 1). It has performed consistently, with reliable connectivity across our environment. From a call & channel routing perspective, the platform provides the flexibility required to manage diverse customer journeys, while maintaining stability under significant volumes. The ability to integrate the platform with our wider technology ecosystem has been a key enabler in progressing our Strategy, particularly as we continue to evolve capabilities across telephony, digital channels & operational tooling. The Content Guru team has been a positive partner throughout - Responsive, engaged and willing to work through the complexities inherent in a large-scale transformation. Their collaborative approach and adaptability have helped navigate integration challenges and align delivery with our programme objectives. There remain opportunities to further areas such as workforce management alignment, enhanced reporting/insight and tighter integration with knowledge management capabilities, but these are recognised and actively progressing. Overall Storm is a dependable, enterprise-grade platform and content guru continue to demonstrate the qualities of a committed and capable delivery partner.

The platform and organisation looks to provide full support to its customers, from regular check in sessions, to high priority ticket escalation. We have introduced call transcription and summarisation for our advisors, which has greatly improved both their efficiency and engagement. We have expanded our products to include live call transcription and AI led Quality management, this has improved the contract elasticity based on good pricing structures on usage. New Event Handler module has really improved the Agent Assist element of the platform. The AI is actively improving the Advisor experience.

Content Guru have been innovative and flexible in their engagement with us. They have worked to understand our challenges and tailor their solutions to provide most benefit.