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News : Northern Powergrid to Transform Contact Centre and Enhance Customer Support

#contactcenterworld, @cgchirp

Newcastle, UK, July 7, 2021 -- Northern Powergrid, the company responsible for the electricity distribution network across the North East, Yorkshire and northern Lincolnshire, is set to transform its contact centre for the customers whose everyday life it powers.

The electricity distributor has awarded a contract to cloud communications provider, Content Guru, to enhance its contact centre technology and help improve the experience for customers calling the company for advice and support.

Managed by teams who live and work in the communities the network operator powers, Northern Powergrid’s contact centre will be upgraded with Content Guru’s storm(R) contact centre solution.

Delivered in partnership with the network operator’s IT partner, Tata Consultancy Services (TCS), the deployment of the new technical solution will provide seamless and real-time information to Northern Powergrid’s customer base. The investment is part of Northern Powergrid’s commitment to increasing customer satisfaction, including associated industry customer satisfaction (CSAT) scores, delivering customer service experience and improving the systems its colleagues use every day to deliver their vital role as part of the team that manages the region’s essential electricity infrastructure.

As part of the contract, Northern Powergrid will replace its legacy customer communications technology with Content Guru’s storm cloud solution which will provide intelligent automation and mass-messaging technology for proactive outbound communications to support customers who need information and advice.

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The upgrade will provide Northern Powergrid’s local teams with enhanced information capabilities and an agile omni-channel customer engagement hub. This means both voice and digital communication channels can be processed together to provide a seamless customer experience. The new hub will help the network operator meet consumers’ aspirations for choice in the ways they access Northern Powergrid’s support. This support includes everything from getting advice and updates during a power cut to finding out how to organise a new electricity connection.

Chris Morris, Head of Customer Service Operations at Northern Powergrid, said: "Empowering our teams to better support our customers and meet their needs both now and in the future is key.

"With around nine out of 10 customers happy with the services we provide, we want to take the next step to further improve customer satisfaction. This technology will provide firm foundations for our customer service operations so we can respond to the different needs of our customers and the diverse communities we power. By using Content Guru’s extensive experience, we will be able to deliver more efficient, effective and bespoke customer communication using the channels our customers want and value. This will be particularly important when supporting our customers who may be more vulnerable.

"As the region decarbonises and low carbon technologies, such as electric vehicles increase, our customers will increasingly rely on us to power every element of their life from heat and lighting to how they travel to work. They will interact with us more in the future so having a system that can scale and adapt to our future needs is a positive step as we prepare our plans for 2023 and beyond."

Varun Kapur, Vice President and Head of Manufacturing & Utilities for the UK and Ireland at Tata Consultancy Services (TCS), said: "TCS is excited to be part of this flagship transformation as a Strategic Partner. We welcome Content Guru in the digital transformation journey for Northern Powergrid. TCS believes this transformation will pave the way for a flow of sustained and effective communication to the customers using AI-driven intelligent automation and ramp up high volume call handling capability for critical business scenarios."

Shub Naha, Head of Utilities at Content Guru, added: "Content Guru is thrilled to welcome Northern Powergrid as our newest utilities customer. We have a wealth of experience in the energy sector, connecting the public with the critical information they need, especially during power outages when speed, accuracy and high capacity are all required. We have a record of helping our customers achieve impressive satisfaction scores, and we’re excited to see what we can achieve with Northern Powergrid.

"With virtually limitless scalability and deep integration to utilities’ IT systems and Artificial Intelligence, our award-winning storm solution is a great fit for any organisation contemplating digital transformation."

Northern Powergrid’s contact centre is based in Penshaw in the North East of England. The new technology will be trialled over the coming months ready for wider implementation this year.

As part of its draft plan the network operator proposes to improve customer satisfaction by introducing new channels, greater on-site support and choice when booking planned services, and providing greater choice and flexibility for customers on how and when they can interact with Northern Powergrid.

#contactcenterworld, @cgchirp

Posted by Veronica Silva Cusi, news correspondent

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 ๐˜€๐˜๐—ผ๐—ฟ๐—บยฎ platform. ๐˜€๐˜๐—ผ๐—ฟ๐—บ 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, ๐˜€๐˜๐—ผ๐—ฟ๐—บ 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 - Choose Your Response Method Carefully

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

Published: Thursday, July 8, 2021

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonixโ€™s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more โ€“ rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24ร—7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

๐Ÿ“ž Virtual Switchboard
๐Ÿ”Œ SIP trunk
๐Ÿ”ข Virtual number
๐Ÿ“  Call Center Solutions


Our SNAPsolution โ€“ UC and Collaboration tools โ€“ can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

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