Content Guru Optimizes Voice Channel Experiences

Human with headphones and abstract audio waves

Filed under - Contact Centre News

Content Guru has announced the General Availability of new features that extend the functionality of its popular on-demand video and file-sharing tool, storm LINK.

The new features, which include geo-location sharing, rear camera support for video calls, and a greater range of personalization capabilities, have been refined following a period of real-world customer testing.

The increased versatility of the product allows organizations in all sectors to augment voice channel experiences.

storm LINK’s new features meet the growing demands of both customers and citizens that expect seamless, integrated interactions with organizations. Businesses can locate, and visually interact with consumers without needing third-party apps or pre-scheduling.

Additionally, LINK now offers greater customization capabilities for supervisors and agents, enabling brands to engage with callers more effectively.

Supervisors can define the messaging, styling, and features of each LINK in advance, reducing agent time and effort and ensuring appropriate, consistent communications depending on the type of query.

Alternatively, agents can customize the message, and change the distribution method, to personalize the experience, and make the most appropriate decision for each customer.

Now more than ever, consumers and citizens demand efficient, personalized experiences with businesses through the communication channels of their choice.

A step beyond omni-channel, two-way on-demand video combined with file and geo-location sharing functionalities, removes the barriers many over-the-phone interactions face, and allows organizations to interact in a hyper-visual way with consumers.

As the only Contact Center as a Service (CCaaS) provider to offer a product that combines all three features in one CX tool, Content Guru’s storm LINK allows organizations to deliver personalized experiences on-demand.

Martin Taylor, Co-Founder and Deputy CEO at Content Guru explained:

“storm LINK enables issues to be resolved quickly and conveniently, and the latest features have further strengthened its ability to deliver seamless experiences.

When dealing with increasingly complex customer or citizen interactions, assessing the circumstances of a query and quickly establishing the context powers more effective resolutions. storm LINK provides these additional insights and is a strong asset for brands looking to provide exceptional, single-resolution experiences.

As CX continues to digitize we look forward to increasing storm’s capabilities to best support our customers and ensure they can provide first-class experience through every interaction.”

Author: Robyn Coppell

Published On: 12th Jul 2023
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