Content Guru Adds Enhanced Accessibility Features to storm® to Enable Inclusive User Experiences

storm becomes the first Contact Center as a Service (CCaaS) platform to meet WCAG 2.2 criteria

Content Guru, a leading global provider of cloud contact center and Customer Experience (CX) technology, has announced the release of new updates to its award-winning contact center solution, storm®, which will deliver increased accessibility for customer service agents and back-office users. A range of storm modules now meet the most up-to-date version of Web Content Accessibility Guidelines (WCAG) version 2.2, the highest internationally recognized standard for web content accessibility, including for users with auditory, cognitive, physical and visual impairments or difficulties. Organizations that don’t meet the updated standards risk penalization by regulators. 

The new accessibility updates, which are designed to improve productivity and accessibility for contact center workers, especially those with disabilities, meet all WCAG 2.2 requirements to level AA. Products covered include storm DTA®, Content Guru’s omni-channel, intuitive agent desktop, storm WFM™, Content Guru’s workforce management tool, and storm CONDUCTOR™, Content Guru’s new democratized service management tool. WCAG 2.2 AA compliance features are designed to meet a wide range of accessibility requirements, including keyboard navigation, high contrast ratio, corresponding and distinct color and iconography, support for screen readers, and responsive screen and text behavior without loss of functionality.

Over the coming months, customers will see the General Availability of new accessibility features released on additional storm modules, including Content Guru’s powerful recording and reporting modules storm VIEW™ and storm RECORDER™, with additional availability of quality management and unified communications tools, storm QM™ and storm UC™, on the product roadmap for Q4.

Accessible products and solutions give organizations access to a wider pool of potential agents and users, allowing them to hire talent irrespective of disability or impairment. Content Guru is committed to providing inclusive user experiences, enabling contact centers to meet agent needs and increase productivity and job satisfaction. storm’s updates ensure that Content Guru’s customers will be fully compliant with UK government accessibility requirements, ahead of the Government Digital Service (GDS) monitoring the new WCAG 2.2 criteria in October 2024.

“The updated WCAG guidelines represent a material reform of accessibility and inclusivity requirements. Any non-conformance could place organizations, whether private or public, under the scrutiny of local regulators. Compliance teams should adhere to the latest standards or risk legal sanctions and, ultimately, reputational damage,” commented Michael Brook, Senior Commercial Legal Counsel at Content Guru.

“Providing accessible experiences is non-negotiable and we are delighted to announce the release of new, highly accessible, interfaces across a range of products for our customers,” commented Richard Manthorpe, Product Director at Content Guru. “We are the first Contact Center as a Service (CCaaS) provider to announce updates to our products that meet the latest WCAG 2.2 criteria, demonstrating our commitment to be the best provider of accessible cloud customer engagement tools for all organizations. We continuously work to enhance the accessibility of the storm platform and are pleased that an extended range of products can meet all of the WCAG 2.2 design principles and criteria since the release of the guidelines in October 2023. From contact Centre agents to back-office subject matter experts, the new update will enable greater accessibility and improved workflow for all storm users.”