Get Ready for Outstanding Omnichannel Customer Experiences
Content Guru is a cloud communications provider that creates omnichannel customer experiences through seamless engagement and data-driven insights. We recently sat down with Content Guru’s VP of Sales, Rodrigo J Garcia. We discussed the demand for their product, their superpower as a company, and the business challenges they are helping users solve.
Q: What can you point to in the marketplace that demonstrates the demand for your product?
A: According to a report by Allied Market Research, the global cloud contact center market was valued at $5.2 billion in 2019 and is expected to reach $22.9 billion by 2027, growing at a CAGR of 21.7 percent from 2020 to 2027. Another report by MarketsandMarkets estimates the global cloud contact center market size to reach $16.8 billion by 2023, growing at a CAGR of 18.1 percent from 2018 to 2023.
The growth of the cloud contact center market is driven by factors such as increased demand for remote work, the growing use of cloud-based solutions, and the need for better customer experience management.
This demand has helped us become the fastest-growing CCaaS technology supplier in Asia and has the leading position for high-volume contact center sales in Western Europe (The second largest market). In years past, US sales were primarily global accounts and Federal Government entities. Because North America is expected to dominate the cloud contact center market in the coming years, we’ve invested heavily in five availability zones and two centers of excellence (East and West coasts) with sales, support, and infrastructure teams.
Q: What does your company do best, and what makes you stand out from the rest?
A: Not all networks are created equal and the unique architecture of our storm solution allows us to be the preferred cloud vendor for highly sensitive applications and emergency services worldwide. We are the only vendor to offer a 99.999 percent reliability track record; the last core platform outage was in 2011.
We provide businesses with an omnichannel customer experience through seamless engagement. Omnichannel means embracing the challenge of integrating into every data source and communication channel our customers use. Our cloud communication suite enables businesses to quickly deploy omnichannel applications and services with minimal effort and cost.
The superpower of storm is its optional Customer Data Platform, which acts as a data aggregator, providing valuable insight from internal and external data sources. These insights are all in a single pane of glass.
It comes down to this. Our products are robust yet easy to use, allowing us to help businesses improve customer service while meeting their bottom-line goals.
Q: Let’s talk more about storm. What business challenges does storm solve for users?
A: It was the first CCaaS solution deployed in Europe for Emergency Blue Light Services due to its unrivaled high availability and security. It offers unparalleled scalability compared to other cloud communication solutions on the market.
Customers love the fact that they can trust that this system will provide reliable service 24/7, no matter what kind of unexpected events may arise.
The solution also provides valuable features for organizations looking to build value. It offers omnichannel capabilities so customers can communicate via email, webchat, SMS, or even social media channels like Facebook Messenger or Twitter DM without interruption, service quality, or speed of response time. Additionally, users have access to advanced analytics, which enables them to gain insights into customer trends and better understand customer needs and preferences to create more personalized experience.
Q: Who is your ideal customer?
A: Any organization looking for an easy-to-implement solution to meet their ever-evolving business needs. We serve various industries, from retail and restaurant to financial services and healthcare. Think of an ideal customer as businesses that need the ability to integrate at speed and see customer experience and loyalty as a core element of who they are. Our customers value high availability, the ability to integrate into any system and handle all aspects of CX technology needs, from data management to digital channels and analytics.
Q: Who is the right “persona” to target at these companies, and why would they find your solution appealing?
A: The most desirable “persona” at these companies has shifted. In the past, key decision-makers focused on IT-centered purchases. Now, Finance, Business Process, and Marketing are all targets. At large-enterprise customers, there is a mix of personas responsible for procurement, including those responsible for Customer Experience, IT Directors, system users such as Admins, Supervisors, and Agents, plus the CFO or CEO accountable for the budget.
Q: What is your value proposition to decision-makers?
A: It’s all about the benefits of moving to the cloud without compromising reliability (if still on-prem), including reducing their carbon footprint. And the reliability, scalability, intelligent automation, and integration ability that the platform provides, as well as the rich functionality in a single-stack, full-stack solution.
Q: This is great. Thanks for taking the time, Rodrigo. What’s the best way for our sales partners to engage with you on an opportunity? A: Register it with your Intelisys BDM. They will connect you with the appropriate sales and engineering resources to win the deal. Check out our MyIntelisys page for more help and information.
