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News : Content Guru & UK Power Networks Receive Industry Recognition

#contactcenterworld, @cgchirp

Content Guru has picked up a silver award for ‘Most Effective Management of Peak Demand’ alongside its customer UK Power Networks at the European Contact Centre and Customer Service Awards 2022 in London.

The effective management and scalability of support is crucial for utilities, where weather and other unplanned scenarios frequently lead to an influx of customer contact. UK Power Networks bolstered its capabilities to deal with high capacity through Content Guru’s storm(R) cloud communications solution, which enables the energy provider to handle normal contact levels seamlessly when the occasion demands.

UK Power Networks has already seen the benefits of this scalability, such as when Storm Ciara hit the UK in February 2020, bringing 200 flood warnings and winds in excess of 97 mph. Over 675,000 homes were left without power, leading to huge increases in inbound calls to UK Power Networks, which was able to cope with this unprecedented amount of customer contact using the storm solution’s massive capacity.

UK Power Networks also won a gold award in the ‘Large Contact Centre of the Year’ category at the prestigious industry event as it continues to receive recognition for its first-class customer experience.

Martin Taylor, Deputy CEO at Content Guru, commented: "UK Power Networks is setting the standard for customer experience in the utilities sector and beyond. UKPN’s use of storm has allowed it to deliver effective proactive and reactive communications to customers in their time of need. Managing peaks in demand can make or break experiences and thanks to the scalability delivered by storm, UK Power Networks has been able to excel in this area."

Alex Williams, Head of Customer Contact Centre, UK Power Networks, commented: "Our customers rely on us in times of need and it is essential we have the ability to manage demand effectively. Through our work with Content Guru we have benefited from the impressive scalability provided by the storm cloud communications platform, and we are delighted both our customers and industry peers are recognising the standards we are setting. The real-time information provided through storm is also crucial in helping our service agents react to quickly-changing circumstances, safeguarding vulnerable customers who need immediate aid, even when we are faced with huge volumes of customer demand."

#contactcenterworld, @cgchirp


About Content Guru:
Company LogoContent Guru is a global provider in cloud communications solutions. We deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the 𝘀𝘁𝗼𝗿𝗺® platform. 𝘀𝘁𝗼𝗿𝗺 Customer Engagement and Experience platform brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
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Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Friday, November 25, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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