For the second year in a row, leader in cloud communications solutions, Content Guru (storm®), has scored highest in the High-Volume Customer Call Centre use case in Gartner’s 2019 Critical Capabilities for Contact Centre as a Service report.
Content Guru (storm) also came second highest in the Agile Contact Centre and Western Europe use cases, in a report that aims to support application leaders in their selection process for CCaaS providers.
The report, published 16th October 2019, presented a number of specific findings. In particular, “Gartner estimates that, by 2022, 50% of contact centres will be using CCaaS, up from approximately 10% in 2019”.
The primary focus of the High-Volume Customer Call Centre use case is on scalability, as well as operational effectiveness of a large call centre platform beyond 500 seats. There is also a strong focus on carrier services and customer service levels.
Content Guru believes it rated high in this use case due to its extensive experience handling high volume call situations for huge organisations such as the UK’s largest Distribution Network Operator (DNO), UK Power Networks. Content Guru have helped UK Power Networks ensure that customers do not become frustrated waiting for long periods in call queues.
In addition, Content Guru’s storm platform provides the ability for contact centres to rapidly scale up or down. Content Guru believes that this functionality demonstrates how their technology can assist in making high volume call centres more operationally effective.
Martin Taylor, Deputy CEO of Content Guru said:
“We think it is fantastic that Content Guru has scored highest in the High-Volume Customer Call Centre use case for the second year running. We feel that this is a real recognition of our ability to deploy and support large contact centres. With most CCaaS providers only supporting small contact centres, we believe this result highlights a key differentiator of our business. We are delighted with our position in the Critical Capabilities report, which we believe demonstrates the value we deliver every day to our customers across the globe.”
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.