Keith Dawson's Analyst Perspectives

Content Guru is Exemplary in 2021 Value Index for Contact Centers

Posted by Keith Dawson on Jun 17, 2021 3:00:00 AM

We are happy to share some insights about Content Guru drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

VR_VI_Contact_Center_in_the_Cloud_Logo (1) (1) (4)Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’ requirements for contact center software. The index is structured to replicate an RFI/RFP process by incorporating all criteria needed to evaluate, select, utilize and maintain technology, and maintain relationships with vendors.

In all of our Value Indexes we utilize a structured research methodology that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center in the cloud. We evaluated Content Guru and 13 other vendors in seven categories, five relevant to the product and experience (adaptability, capability, manageability, reliability and usability) and two related to the customer experience (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research. Content Guru performance rating in the Value Index is overall at 89.5% and for customer experience is 90.2% and product experience is 89.4%.

Ventana_Research_Value_Index_Contact_Center_in_the_Cloud_2021_Content_GuruContent Guru is a global provider of Contact Center as a Service (CCaaS), and while newer to the North American market, its efforts across the world are well noted. Content Guru ranked fourth overall and was categorized as an Exemplary Vendor, as well as a Value Index Leader in the Customer Experience categories of TCO/ROI and Validation. Content Guru performed its best in Manageability. Its core offering, storm, is an omnichannel platform that blends interactions from across channels into a single queue. Its strengths are in its openness and flexibility.

Content Guru performed well in Customer Experience with its depth of information for potential and existing customers as they proceed along the relationship’s journey. In addition to the depth in TCO/ROI and guide organizations on the value of its offering to their requirements. The company’s high performance in Capability is due to its breadth and depth of its approach to an entire contact center.

Content Guru could improve in Usability across an array of personas, and its depth of information on Reliability and in its application and data integrations.

This assessment was based on Content Guru’s products available at end of March in 2021. When cloud contact centers first emerged a decade ago, the focus for many was on finding the lowest cost provider. Today’s CCaaS buyers should consider a broader range of criteria in their selection process, which we outline in this Value Index. A modern contact center requires a technology base that provides continuous innovation and a product and customer experience to meet their long-term goals. With this in mind, when organizations begin the process of evaluating their efforts, they might consider Content Guru.

This research-based index is the most comprehensive assessment of the value of contact center in the cloud software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.

Regards,

Keith Dawson

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Keith Dawson

Written by Keith Dawson

Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes. His focus areas include: agent management, contact center and voice of the customer and technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes for two-way engagement with customers. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.