News : Content Guru and Serco to Deliver Citizen Engagement Hub
London, UK, May 8, 2017 -- Content Guru has entered into a new partnership with international public services provider Serco which will bring multi-channel contact centre capabilities to its public sector customers, by enabling organisations to implement the Citizen Engagement Hub.
Content Guru’s storm(R) platform seamlessly integrates different channels of communication, such as web chat, SMS, email, and social media, into a single interface. This will enable Serco to provide a consistent level of customer service regardless of how individual citizens choose to get in contact.
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Sean Taylor, CEO of Content Guru said:
"Serco’s clients are high-profile and expect the best quality of communication services to be delivered in a cost-effective manner. storm has a proven track record for delivering complex services on a large scale for a variety of industries, including the public sector, and this partnership represents an excellent opportunity to further transform the way that Serco and its clients engage with end-customers."
Faye Shaw, Serco’s Managing Director of Citizens Services said:
"Every year we’re seeing a significant increase in the use of smartphones, with citizens wanting to contact us by their preferred channel – be that social media, web chat, email, or SMS – at a time that suits them. Citizens rightly expect a rapid response and for all these channels to be handled in a consistent high-quality way.
"By combining our contact centre services experience and expertise with the flexibility of storm, we will be able to improve citizens’ experience across all channels and offer longer opening hours. The analytics that the platform provides will support the shift towards using more effective channels, driving both improvements in service and cost benefits. We know this is important to our public sector customers and will support them to deliver better frontline services and reduce the overall cost of delivery."
Mark Mamone, Serco’s Group CTO and CIO for the UK & Europe LRG Division said:
"This is a key milestone in delivering our strategy to leverage cloud based platforms as a core enabler in the delivery of service excellence to our customers. It provides the flexibility, agility and capability to offer transformative services, underpinned by our strategic service integration capability and aligned to the digital agenda."
#contactcenterworld, @cgchirp, @serco_inc
Posted by Veronica Silva Cusi, news correspondent
Source: Content Guru
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About Content Guru:
Content Guru helps organizations to communicate better, enabling them to satisfy the increasing expectations of both customers and colleagues. Our innovative cloud-based technology reduces the cost and complexity of managing diverse channels of communication, making it easy for organisations to give people access to relevant information – whether that comes from a person or a database. By allowing people to use the channel of their choice and work from any location, we allow organisations to drive transformational service improvements while making the most of their existing technology.
Serco’s Business Process Outsourcing (BPO) capabilities offer middle and back office solutions to public and private sector organizations globally. With a presence in ten countries, 98 locations and a strong workforce of more than 50,000 employees it is among the top 20 global BPO players with onshore, offshore and near shore capabilities in the US, UK, Europe, Middle East, India, Mauritius, Philippines, Guatemala and Australia. With flexibility in designing solutions to suit client requirements, Serco’s BPO capabilities have helped clients to re-engineer processes across industry verticals such as Banking & Financial Services, Travel, Transportation & Hospitality, Healthcare, Logistics, Utility, Retail & Manufacturing, Telecom, IT & Online services, Media, Education and Entertainment. We provide transactional, process and voice support, finance and accounting services, and business transformation consulting, making us strongly placed to provide our customers with a broad range of end-to-end business services.
Published: Tuesday, May 9, 2017
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