Content Guru storm Reviews & Product Details

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 :) 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 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

storm allows us to provide services for UK Central G0vernment Departments, the NHS and private sector customers. The platform is highly reliable but also easy to use. Its intuitive interfaces allow us to provide managed services by allowing us to make moves, adds, changes and deletions for customers.

The solution is expansive supporting Contact Centre, Workforce Engagement Management, Customer Relationship Management and Unified Comms features which allows us to use a single platform rather than integrate multiple solutions together. It also supports leading AI enablement around customer self-service, advisor enablement and big data analysis.

The solution is easy to deploy and backed up by solid support from subject matter experts with timely resolution of issues. The solution can also be easily integrated with a wide variety of other business systems. Review collected by and hosted on G2.com.

Very few downsides, I'd like to see more desktop level integrations like the one supported for Salesforce. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

Some of the predefined reporting variables lack obvious definition, which can raise uncertainty around report building/stats. Review collected by and hosted on G2.com.

The team are focused on providing the best customer journey possible, for our clients and are happy to engage from the start of all new service lines to ensure the value add.

They also continually to look to develop solutions leveraging AI and ensuring efficiencies for the end user. Review collected by and hosted on G2.com.

When transitioning products to updated versiosn these should not be released until all existing functionality is ready. Review collected by and hosted on G2.com.

Customer support from the team has been great, we have weekly (now mnthly) catch up's with peope from CG. Voda and GES to keep lines of communication open and on top of any issues which is working well. Currently looking at enancemets thrugh new AI features and making plans arounf that for the new year, agreed date in principal to look at ease of use and ease of implementaion of AI Review collected by and hosted on G2.com.

Hard to say, we did have some issues inthe past but all is now fine Review collected by and hosted on 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. Review collected by and hosted on G2.com.

There is some time before newly purchased licenses for new users are assigned to the Storm platform. 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. 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 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.