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The Best of Content Guru – Unrivalled Scalability
Published: 07/20/2021
Updated: 07/20/2021
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This last installment in the ‘The Best of Content Guru’ series explores the unrivalled scalability of the storm® platform, the final of Content Guru’s five core differentiators.
The scalability challenge
Great customer experience is crucial. But too often, high contact levels can make it difficult to bring continued delight to your customers. Even in the face of uncertain demand and peak events, your customers:
Hate waiting for services.
Expect great service.
Contact you in the way that’s best for them, not you.
Your organization must take steps to mitigate extreme contact volumes before a crisis strikes. However, this alone is not enough. You need to be ready to tackle unpredictable hyper-demand head-on should the need arise suddenly.
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The five nines promise
Every organization wants to ensure that their contact center services remain stable all year round. Therefore, you must look for a CCaaS provider with a platform that guarantees high availability as part of their service level agreements (SLAs).
The industry standard for availability is 99.999% – ‘five nines’ – but not all vendors deliver on this promise. Although the difference between four and five nines may seem small, the average downtime caused by this difference is considerable. In fact, it is around 47 minutes greater per year. With five nines often being used as a bragging point by CCaaS providers, it’s crucial to separate the wheat from the chaff. Be sure to identify those who stick to their SLAs and deliver on service quality, even in a crisis.
Content Guru and scalability
Content Guru’s cloud-based platform, storm®, keeps true to its ‘five nines’ promise, and smoothly handles unpredictable spikes in contact demand. storm’s virtually limitless capacity in the cloud provides unmatched scalability to organizations worldwide, wherever and whenever, even in the face of major disruption. As a result, Content Guru is able to serve global, and mission-critical clients in industries such as healthcare and utilities.
Prominent industry analysts acknowledge the scalability of Content Guru’s CCaaS solution, storm CONTACT™. In the 2020 Gartner® Critical Capabilities Report for CCaaS[1], Content Guru received the joint-highest score for the High-Volume Customer Call Center use case.
Learn more about the storm platform, and Content Guru’s scalability success in the CCaaS industry today.
[1] Gartner, Critical Capabilities for Contact Centre as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 10 November 2020.
Disclaimer
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.