Avis et détails du produit de Content Guru storm

I work on the Connexus Homes service desk supporting and providing admin for the the Customer Service teams contact centre from an IT perspective. Since we moved to STORM it has been very reliable and stable and where we had regular issues and outages with our old Contact Centre systems we have rarely if ever had an issue with STORM. Once configured and setup it is solid and just does what is expected. 2 years on we really only provide administration now and very little support.

I have really enjoyed working with and developing my FLOW skills. Took some getting used to but I'm very proud of the main number IVR script I built :) Avis collecté par et hébergé sur G2.com.

A big bug bear from my teams point of view and the only thing that we miss about our old system is that there is no LDAP sync with our Active Directory / Entra. Manual creation of UC users is more time consuming requiring numerous steps with no scope for automation. This means that there is more likelihood for mistakes or steps to be missed out when creating or managing users in UC and contact. Especially compounded because we are integrated with MS Teams rather than using DTA.

Also, the integration with MS Teams is not perfect and has always felt more bolted on rather than seamlessly integrated but it works and we have become used to how it operates.

In the initial building stages of both Phase 1 and 2 there were times where while support and communication were always good and definitely improved to excellent, we struggled to build and implement because we felt there was an expectation for us to know more that we did - a term of phrase used in many of our meetings was 'we do not know what we do not know'. This was particularly prevalent when building FLOWs and more direct one to one help with building out the FLOWs we need with proper explanation and design would have be better. I built and fixed many of our issues through trial and error and some luck rather than what I would have preferred which was more mentoring while we went through this process.

The most disliked part for me though has to be the clunky and dysfunctional way in which was have tried to raise and manage tickets with Content Guru through the Vodafone no dedicated help desk. Countless tickets closed because of the 72 hour closure policy, unable to use use the awful One Portal for raising tickets, difficulties contact directly and so on. We now raise tickets via the web chat which is great when it is available. Avis collecté par et hébergé sur G2.com.

We’ve really enjoyed working with Content Guru, alongside their experienced and knowledgeable team. They are highly communicative, keeping us informed at every stage of the process, and always honest when challenges arise. A special thanks to James Grant for his exceptional support in accommodating our emergent changes and requirements throughout the journey. His professionalism and flexibility made a big difference – we're very happy with the outcome. Avis collecté par et hébergé sur G2.com.

We joined Content Guru on this journey at a very early stage, some things are being fine tuned and in hindsight would have been great when we started. A test environment to trial changes to AI script for RTAS would have been beneficial to trial and error our changes, rather than go into a live environment to gather that data.

A simplified ticketing system for our busy end users would have been ideal also. Avis collecté par et hébergé sur G2.com.

The team at Content Guru are always responsive and the product has enabled us to take the delivery of our service to the next level. The product is intuitive, modern and reliable. The support, guidance and advice we receive is excellent and Content Guru certainly go the extra mile in supporting our journey. Avis collecté par et hébergé sur G2.com.

There isn't much to dislike to be honest. Some of the technical implementation at the very start could have been much better, but this was recognised and a change affected to put it right. Avis collecté par et hébergé sur G2.com.

storm nous permet de fournir des services aux départements du gouvernement central du Royaume-Uni, au NHS et aux clients du secteur privé. La plateforme est très fiable mais aussi facile à utiliser. Ses interfaces intuitives nous permettent de fournir des services gérés en nous permettant d'effectuer des mouvements, des ajouts, des modifications et des suppressions pour les clients.

La solution est expansive, supportant les fonctionnalités de centre de contact, de gestion de l'engagement de la main-d'œuvre, de gestion de la relation client et de communications unifiées, ce qui nous permet d'utiliser une seule plateforme plutôt que d'intégrer plusieurs solutions ensemble. Elle prend également en charge l'activation de l'IA de pointe autour de l'auto-service client, de l'activation des conseillers et de l'analyse des big data.

La solution est facile à déployer et soutenue par un support solide d'experts en la matière avec une résolution rapide des problèmes. La solution peut également être facilement intégrée à une grande variété d'autres systèmes d'entreprise. Avis collecté par et hébergé sur G2.com.

Très peu d'inconvénients, j'aimerais voir plus d'intégrations au niveau du bureau comme celle prise en charge pour Salesforce. Avis collecté par et hébergé sur G2.com.

The storm product roadmap allows us to see the future of the system and continuous enhancement, and shows that they're listening to their clients and their needs. We are also seeing continuing improvements of the system, especially the user experience, design and helpful features for customer service. PADLOCK has greatly improved our compliance and the efficiency for taking donations over the phone, a key part of our day to day business. FLOW is an extremely helpful feature which has allowed us to direct and handle anticipated increases in inbound traffic over the last year which has alleviated heavier workloads on our team. It also allows us to have autonomy over mapping out inbound comms across all the channels and promote self-service and improve the customer experience and the agent experience, helping us to have more engaging conversations with our supporters. Avis collecté par et hébergé sur G2.com.

The inability to select and handle items, such as emails, in bulk which doesn't suit a smaller contact centre such as ours. An ongoing issue with 'stuck' emails in queues. Limited search functionality such as keywords or email content. Reporting limitations on interactions that haven't yet been handled such as emails waiting in queues. Lack of a 'ban' feature on Live Chat. Avis collecté par et hébergé sur G2.com.

The product is easy to manage, which is key to our rapidly evolving business. The initial implementation was reasonably painless as the support team were able to prompt us with questions so we could provide the answers based on our business requirements. Avis collecté par et hébergé sur G2.com.

Some of the predefined reporting variables lack obvious definition, which can raise uncertainty around report building/stats. Avis collecté par et hébergé sur G2.com.

L'équipe est concentrée sur la fourniture du meilleur parcours client possible pour nos clients et est heureuse de s'engager dès le début de toutes les nouvelles lignes de service pour garantir la valeur ajoutée.

Ils cherchent également à développer des solutions en tirant parti de l'IA et en assurant des efficacités pour l'utilisateur final. Avis collecté par et hébergé sur G2.com.

Lorsque vous passez des produits à des versions mises à jour, ceux-ci ne doivent pas être publiés tant que toutes les fonctionnalités existantes ne sont pas prêtes. Avis collecté par et hébergé sur G2.com.

Le support client de l'équipe a été excellent, nous avons des réunions de suivi hebdomadaires (désormais mensuelles) avec des personnes de CG. Voda et GES pour maintenir les lignes de communication ouvertes et au-dessus de tout problème, ce qui fonctionne bien. Actuellement, nous examinons les améliorations grâce aux nouvelles fonctionnalités d'IA et faisons des plans à ce sujet pour la nouvelle année, une date a été convenue en principe pour examiner la facilité d'utilisation et la facilité de mise en œuvre de l'IA. Avis collecté par et hébergé sur G2.com.

Difficile à dire, nous avons eu quelques problèmes dans le passé mais tout va bien maintenant. Avis collecté par et hébergé sur G2.com.

With the Storm services we use, we can easily set up and customize our call centers ourselves, among other things. Since it is a cloud-based platform, we don't need to invest in hardware or infrastructure except for a fixed phone and a headset. However, if there is something we need help with, all it takes is a call or an email to the support desk to be helped quickly. It is also nice that the support desk is also available in Dutch during office hours.

During the corona period we experienced that we could switch our accessibility quickly and easily in order to continue working from home without the callers noticing anything. Avis collecté par et hébergé sur G2.com.

There is some time before newly purchased licenses for new users are assigned to the Storm platform. Avis collecté par et hébergé sur G2.com.

Le produit principal vous offre un degré fantastique de contrôle sur votre système de téléphonie. Vous pouvez personnaliser la distribution des appels via FLOW et vous pouvez voir les données comme vous le souhaitez avec des tableaux de bord personnalisés. Vous pouvez effectuer ces modifications en temps réel si vous le souhaitez, permettant à l'entreprise de répondre rapidement à des pics ou des problèmes inattendus. Avis collecté par et hébergé sur G2.com.

Vous devez réserver du temps développeur pour apporter des modifications importantes bien à l'avance. Avis collecté par et hébergé sur G2.com.