Content Guru storm Reviews & Product Details

I work on the Connexus Homes service desk, supporting and administering the Customer Service contact centre from an IT perspective. Since moving to STORM, the platform continues to be extremely reliable and stable. Where we previously experienced regular issues and outages with our old contact centre systems, we’ve had very few if any issues with STORM. Once configured, it’s solid and simply does what it’s supposed to do. Three years on, my yeam's involvement is largely limited to user setup and administration, FLOW configuration and raising tickets with Vodafone for the occasional technical issue or advice or help.

I continue to enjoy developing my FLOW script knowledge and general understanding of the application and working with STORM and the helpful people at Content Guru. Review collected by and hosted on 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 continues to be raising STORM tickets with Content Guru and managing them through the Vodafone . The webchat function with the non dedicated helpdesk is a lot better now and and the Vodafone agents are great but the disconnect between talking directly with Content Guru can cause delays and issues getting issues resolved and tickets can sometimes get auto closed because of the 72 hour closure policy. Review collected by and hosted on G2.com.

Professional and friendly service, they are responsive to any issues or problems we have and willing to work with us and make suggestions for continual improvement.

Provide a stable and innovative product, with barely any down-time on the telephony side in the 2+ years we have been with them. A range of digital platforms that enable us to offer choice to our customers.

The product is easy to use and we have started to link it with our new CRM system for seamless and efficient working. Review collected by and hosted on G2.com.

We have had some issues with the product that we are unable to fix, but these are small scale in reality. Some parts of the product are not cost effective for us to take on, as whilst we may get some benefit from them, this would not be large-scale enough to warrant the additional licenses for us. Review collected by and hosted on G2.com.

I really appreciate how Content Guru storm brings all channels for contact into one place, so I don't need to sign in to multiple platforms and systems. The ease of use is great for both the end user and in terms of configuration and system setup, as changes can be made and applied instantly. We've experienced very few reliability issues with Storm, which is a big plus. Also, the initial setup was really easy. Review collected by and hosted on G2.com.

The wallboard displays can be overly detailed. I would like the ability to select how many tiles you want displayed and then options to fill those tiles with the data you need. Review collected by and hosted on G2.com.

It's a reliable cloud based omnichannel solution which we can scale to our demand and it's modular design means we only need to choose the features we need and want including it's it's AI capabilities of live call transcriptions and call summarisation, integrated QAM solution and WFM for forecasting and scheduling. It supports IVR, ACD and even AI driven routing which enhances efficiency and better customer experience. Mostly the system itself is user friendly. Review collected by and hosted on G2.com.

The licencing model can be quite confusing to ensure individual users have the correct licences assigned but the Content Guru team have always been on hand to support our understanding. Review collected by and hosted on G2.com.

Storms UI is great and really user friendly, especially with the integrations it offers to our other systems. We rarely have any issues with it's performance and find it reliable as a team. Review collected by and hosted on G2.com.

Whilst the system is reliable, there are times when it runs slow - bit nothing major. Review collected by and hosted on G2.com.

I like the dashboard as a supervisor as its clear and bespoke to what we can see. I can see at a quick glance who is logged on and if I need to move resources around Review collected by and hosted on G2.com.

The emails can sometime be tricky to manage and we are not able to forward some on, we have to download and send from outlook. Also we dont have the address book of our colleagues in there, so have to type the email addresses manually Review collected by and hosted on G2.com.

The core product gives you a fantastic degree of control over your telephony system. You are able to customise call delivery throguh FLOW and you can see the data as you want to with prsonailsed dashbords. When making changes you can do these in real time if you wish to allowing the business to respond to unexpexted spikes or issues quickly. Review collected by and hosted on G2.com.

You need to book developer time to make any significant changes well in advance, the best way to navigate this is to run Agile sprints instead of Waterfall style developments. Review collected by and hosted on G2.com.

My team being able to find, listen to and download calls between our advisors and customers quickly and easily is important. The Storm platform allows me to do this quickly and with the built in tools, I can halve the time it took with our previous provider/system. Review collected by and hosted on G2.com.

If I was to make a suggestion, it would be to make the search system smarter. This would include the ability to search for a list of outbound AND inbound calls from/to a phone number, rather than having to do them separately. Review collected by and hosted on G2.com.

Content Guru provides a great solution for cloud-based telephony, they lead the way in IVR and multi-media systems, giving SMS, Voice, Email, Social media, and CRM light solutions that are always innovating their patform

The Support and service are of a very high level, they are constantly adding new capabilities and functions, proactively offering new solutions and highlighting areas of improvement via Forum days

The system is reliable and always available for our customers and staff

Innovation across the board using the latest technology and AI, call transcription, summary and agent assist driving performance improvements Review collected by and hosted on G2.com.

As the company has got bigger and a larger client base we now have to order any custom work with a longer lead time which means we have to plan a lot further ahead in our own roadmap. Review collected by and hosted on G2.com.

Very approachable and knowledgeable. They also provide good support. Review collected by and hosted on G2.com.

Nothing as we all work very well as a team Review collected by and hosted on G2.com.