Content Guru Products for Public Sector
storm® ANALYTICS™
AI-Backed Customer Journey Analytics
storm ANALYTICS™ is a module of RECORDER. With AI-powered transcription, Natural Language Processing (NLP) sentiment analysis, and script-adherence algorithm capabilities, ANALYTICS ensures that 100% of recorded interactions are reviewed for compliance purposes.
storm® ASK™
Snapshot Surveying
ASK provides instant, multi-channel surveying solutions. storm’s real-time reporting interface, VIEW™, enables supervisors to see survey results as they come in and separate them by channel.
brain®
AI Orchestration Layer
brain® is the framework that supports all Intelligent Automation capabilities within storm, and the conduit through which organisations can leverage market-leading AI in their CX. Through integration with prominent Artificial Intelligence (AI) providers such as Google, Azure, and IBM Watson, as well as generative AI systems like ChatGPT, brain pulls the best AI capabilities into storm to reduce agent handling time, increase first call resolution, and improve CSAT.
storm® CKS®
Customer Data Platform
storm Customer Knowledge System (CKS) is Content Guru’s Customer Data Platform (CDP) – a data fabric that unifies all customer data from third party systems and databases into a single profile within storm. Customer records, cases and tickets made or edited in the third party database or system are dynamically updated within CKS, and vice versa, eliminating data siloes. With a single customer profile, organisations can gain a 360-degree view of the customer through a single application. CKS fully integrates into the Desktop Task Assistant (DTA®), giving agents full visibility of the customer journey all in one place.
storm® KNOWLEDGE MANAGEMENT™
Knowledge Management System
storm CKS Knowledge Management is an intuitive information creation and management tool that gives organisations the power to serve the right knowledge to the right people, via the right channel, at the right time. Through a single, feature-rich portal, organisations can centrally configure and control the information accessible to both internal and external users, across all channels and locations.
storm® CONDUCTOR™
Democratized Service Management
storm CONDUCTOR is a personalized interface for team leaders to control and manage the elements of their services than an administrator has allowed, and enables administrators to simplify and consolidate their service library. Action Cells within FLOW allow team leaders to manage their data driven services in FLOW from within the CONDUCTOR interface.
storm® CONTACT™
Omni-Channel Cloud Customer Experience
CONTACT is an omni-channel and cloud-based customer experience solution. Within CONTACT, organisations can configure queues, agent groups, skill groups, matching rules, and completion codes. Contacts in a queue can be prioritised by category, as well as dynamically changing the priority of an interaction on an individual basis. These elements enable intelligent Automated Contact Distribution (iACD®) technology to route incoming communications to the best available agent through a single blended queue.
storm® DATA MANAGEMENT™
Create databases with third-party data
storm DATA MANAGEMENT allows information to be imported from a third-party database and used to create databases on storm. This data can be applied within storm, for example, to create customised contact lists for effective mass outbound campaigns, and in FLOW to retrieve records for display or deletion.
storm® DTA®
Desktop Task Assistant
The storm Desktop Task Assistant (DTA®) is an intuitive, WCAG 2.1 AA-compliant, browser-based portal that enables agents to handle omni-channel interactions seamlessly and access information sources easily within a unified interface. Within DTA, agents have access to Queue Statistics and Web iPath®. Queue Statistics provide agents with the tools to monitor their own performance, identify areas for improvement, and instantly react to immediate concerns, such as increased wait times. Web iPath allows DTA users to make browser-based voice and video calls, and share their screen with other DTA users for improved collaboration.
storm® FLOW™
Intuitive Customer Journey Orchestration
FLOW is a no-code, omni-channel service creation interface that enables complex services to be created and updated in real time, meaning that changes in service can be rolled out across an entire estate simultaneously without disruption.
storm® INBOUND™
Intelligent Omni-Channel Routing
INBOUND enables administrators to configure inbound contact management using a simple point-and-click portal, and to create menus, including auto-attendants and time-scheduled routing capabilities.
storm® INTEGRATE™
Seamless CX Integrations
storm INTEGRATE facilitates flexible integration with virtually any third-party, back-end system including CRM, Workforce Management (WFM), Workforce Optimisation (WFO), and analytics technology, as well as proprietary systems such as electricity monitoring and patient information resources.
storm® LINK®
On-Demand Video, File, and Location Sharing
storm LINK is a powerful and feature-rich customer engagement tool that allows organisations to deliver video, file and location sharing services over a phone call. Through a secure, single-use WebRTC link sent to the customer’s device via email or SMS, organisations can migrate customers from a phone call to a multi-media LINK interaction. A LINK interaction can include video, file or location sharing, a combination of these features, or all three.
storm® LOCK® & PADLOCK™
Secure PCI Compliant Payments
storm LOCK enables organisations to process automated payments, and storm PADLOCK to process agent-assisted payments. Both methods provide PCI-DSS Version 3.2.1 Level 1 compliance, ensuring cardholder data is processed in a secure environment. When making payments over the phone, tone masking enables agents to stay on the line with customers to offer assistance without breaching PCI regulations.
storm® Machine Agent®
Automation, Agent Assistance and Generative AI
storm MACHINE AGENT is storm’s virtual customer assistant; an AI agent that delivers conversational self-service across voice, digital channels, and social media.
MACHINE AGENT leverages its AI capabilities including Natural Language Processing (NLP), speech-to-text, and generative AI, through brain®.
MACHINE AGENT is configurable using AI providers such as Google Dialogflow CX and Cognigy, and added into services using the storm® FLOW™ no-code, customer journey orchestration tool.
Machine Agent Capabilities:
- Enabling the caller to self-serve by answering common questions and processing transactional journeys utilising storm INTEGRATE.
- Intent-based routing to direct queries to the best-suited automated resource or agent
- Automation of processes before connecting to an agent such as capturing intent and Identification and Verification (ID&V) using NLP and voice biometrics.
- Seamless handover from a Digital Machine Agent to a storm CONTACT™ agent, sharing the full transcript.
storm® MATRIX™
Real-Time Cloud Conferencing
On-demand and managed conferencing can be scheduled to automatically dial contacts at a predetermined time. Email and SMS reminders can also be sent.
storm® MTA™
Mobile Task Assistant
storm MTA (Mobile Task Assistant) is a mobile app that lets storm users stay connected in the cloud while on the move. MTA allows users to make and receive calls from other storm users and external callers using Wi-Fi or cellular data network connection. This gives MTA users the flexibility to work in areas with poor cellular coverage, avoid roaming charges while abroad, and remain free of call forwarding charges.
storm® OUTBOUND™
Powerful Outbound CX Campaign Builder
OUTBOUND offers fully integrated outbound campaign management with support for various voice dialling modes (e.g. predictive, preview, and progressive) as well as digital channels such as email and SMS. This enables organisations to deliver compelling outbound communication on any scale.
storm® QM™
Quality Monitoring
storm QM is a module of RECORDER. QM offers the functionality to gain full control over CX quality standards, including powerful post-interaction analysis and reporting facilities, as well as customisable score sheets which can be adapted to unique evaluation criteria and KPIs. QM provides everything needed to analyse omni-channel interactions, meet quality objectives, as well as training new staff in best practices. storm QM integrates into other storm modules such as VIEW and CKS for greater analysis and reporting.
storm® RECORDER™
Compliant Omni-Channel Recording
storm RECORDER is an omni-channel recording solution. All channels entering storm including voice, digital, and social, unified communications such as Microsoft Teams, and end-user screens can be recorded and stored for quality control and regulatory compliance. RECORDER can also aggregate data from other recording solutions. Recordings can be accessed and reviewed using the WCAG 2.1 AA-compliant browser-based portal. RECORDER stores data securely on an ISO27001 accredited system.
storm® STUDIO™
Administrator Portal
storm STUDIO is a unified portal to all administrator interfaces, which provides users with easy access to all storm applications and service creation abilities. For instance, INBOUND, OUTBOUND, and FLOW.
storm® UC™
Unified Communications
Storm UC™ unifies all fixed and mobile communications, and collaboration tools used across a business—including storm MTA™, Microsoft Teams, and Zoom—to keep the workforce connected from any location. storm UC offers intelligent call routing and IVR services, hunt group and treatment configuration, and one-click or call-activated disaster recovery.
storm® VIEW™
Real-Time & Historical Reporting
Supervisors can view and export real-time and historical reports in the highly customisable VIEW dashboard. A huge variety of key metrics can be monitored and displayed in a single interface.
storm® WFM™
Workforce Management
storm WFM is an intelligent workforce scheduling solution that empowers organisations to generate detailed, omni-channel interaction forecasts and optimal agent schedules.