We are happy to share some insights about Content Guru drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Content Guru and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Content Guru as Exemplary, ranking fourth in the overall research with a 73.2% performance. Content Guru’s best performance came in Product
Content Guru’s Product Experience was impacted by its 70.8% performance in Reliability, where it could incorporate sentiment analysis into its Quality and improve its automated chat system as well as include support for advanced interaction analytics. Customer Experience was impacted by its 73.2% performance in TCO/ROI, where it could provide more documentation to its customers for identifying quantifiable results.
Content Guru performed best in Product Experience, notably in Manageability, where its 82.1% performance was due to its very strong privacy and security capabilities, and ease of administration. In addition, Content Guru’s good interaction routing across the board, agent desktop environment and useful features for a remote workforce led to its 70.8% performance in Capability.
In the Agent Management Buyers Guide, our analysis classified Content Guru as Innovative, ranking fifth in the overall research with a 73.5% performance. Content Guru’s best performance came in Product
Content Guru’s Product Experience was impacted by its 71.9% performance in Adaptability, where it could improve its features related to automation and self-service. Customer Experience was impacted by its 73.2% performance in TCO/ROI, where it could show more current TCO/ROI investment examples.
Content Guru performed best in Product Experience, notably in Manageability, where its 82.1% performance was due to its high-quality privacy and security methods. In addition, Content Guru’s accessibility of necessary administration functions by non-IT administrators led to its performance in Manageability.
In the Contact Centers Buyers Guide, our analysis classified Content Guru as Exemplary, ranking third in the overall research with a 73.8% performance. Content Guru’s best performance came in Product Experience
Content Guru’s Product Experience was impacted by its 76.8% performance in Reliability, where it could look to improve the scope of performance metrics available to users.
Customer Experience was impacted slightly by its 73.2% performance in TCO/ROI, where it needs to showcase more investments being made into the ROI processes.
Content Guru performed best in Product Experience, notably in Manageability, where its 82.1% performance was due to its strong privacy and security initiatives. In addition, Content Guru’s good interaction routing led to its 71.2% performance in Capability.
This assessment was based on Storm Contact, v. 4.01.19.00 and was available in March of 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
Contact Center Suites Buyers Guide