Content Guru Deputy CEO Martin Taylor Presents on Using Intelligent Automation to Provide Higher Quality Customer Service at CCW

By CIO Story

Content Guru, a global leader in large-scale cloud-based contact center technology, recently joined with Japanese electronic commerce company Rakuten, Inc. at Customer Contact Week (CCW) in Las Vegas to showcase how intelligent automation is being used to deliver superior customer engagement and experience.

This was the 20th anniversary of the Customer Contact Week conference and expo for customer experience, contact center and customer care professionals, taking place June 24 – 28, 2019 at The Mirage Hotel. At the show, Content Guru was joined by “the Amazon of Japan,” Rakuten who told the story of their relationship with Content Guru, which began at CCW Las Vegas in 2017. Rakuten revealed how the organization successfully uses Content Guru’s cloud-based storm® platform to transform customer experience.

storm® is being used to target the rapidly-growing Japanese cloud contact center market, which is set to rise to 39% of overall contact center seats in the country by 2020. The platform enables Rakuten to more effectively communicate with customers through channels such as SMS, web chat, email, voice and social media, unified within a single interface for contact center agents. It also integrates with hundreds of third-party CRM, WFO, and ERP systems, and scales to handle any concurrent demand.

At the show, Content Guru hosted a workshop titled “Next Generation Omni-Channel Contact Center: AI, NLP, Web Chat & Chatbots,” led by Deputy CEO Martin Taylor. At the center of this discussion, Mr. Taylor spoke of how Content Guru has been utilizing intelligent automation through storm to enable organizations to provide high-quality customer service.

The Storm DTA – Desktop Task Assistant

According to Taylor, “The quality of customer service has become the crucial differentiator between businesses. The CCW conference allows us to put front-and-center Content Guru’s vision to place organizations head-and-shoulders above their competition by providing the best customer engagement and experience.

Content Guru is a leader in simplifying complex communications, supplying mission critical customer engagement and experience solutions for hundreds of large-scale organizations globally. The company’s cloud-first platform, storm®, offers virtually limitless scalability, unmatched integration capabilities and industry-leading AI, seamlessly meeting the needs of enterprise customers. The platform is used by hundreds of organizations across the US, Europe and Asia-Pac, in sectors ranging from finance and government to travel and utilities.