Welcome back -

Services for Organizations

Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection

Consulting & Strategy Sessions

Ventana On Demand

    Services for Investment Firms

    We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

    Consulting & Strategy Sessions

    Ventana On Demand

      Services for Technology Vendors

      We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

      Analyst Relations

      Demand Generation

      Product Marketing

      Market Coverage

      Request a Briefing

        Market Perspectives

        << Back to Blog Index

        Content Guru Is Rated Innovative and a Leader in Customer Experience Management

        We are happy to share some insights about Content Guru drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

        In all of our Value Indexes, we utilize a structured research methodology built on evaluation categories designed to reflect real-world criteria and derived from RFP responses and a VR_VI_CXM_Logo (2)vendor selection process for analytics and business intelligence. 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 Customer Experience (CX).

        Content Guru is a cloud communications provider based in Bracknell, U.K. The company provides services in over 60 countries through its Contact-Center-as-a-Service (CCaaS) platform, known as storm. It Ventana_Research_Value_Index_CXM_2022_Content_Guru-1was categorized as an Innovative Vendor and ranked eighth overall in this Value Index evaluation. Content Guru placed first and was a Value Index Leader in the categories of Usability and Manageability. It was also a Value Index Leader in Reliability, placing second. The company benefits from its expertise in providing high-capacity cloud services to contact centers in the public sector and utilities.

        The storm platform extends from the contact center into back offices and other parts of the organization through combinations with Microsoft Teams and other collaborative integrations. Content Guru does well in areas related to processing interactions at scale and keeping them secure and optimized for compliance and speed. storm’s features encompass broader CX through modules like the Customer Knowledge System (CKS), a data-aggregation layer that can be deployed as a stand-alone CRM tool or as an integrated tool that unifies data across the contact center architecture.

        Content Guru ranked highly in Reliability and Adaptability due to its excellence in data, process and application integrations and its scalable and secure environment.

        It could improve its Capability ranking by investing in customer journey functions that facilitate a 360-degree view of customers and present insights to personas based on outcomes and projections of the future value of customer relationships.

        This assessment was based on Content Guru’s customer experience management (CXM or CEM) products available in September, October and November of 2022.

        Content Guru, like all vendors in this space, should continue working towards a holistic, integrated CX platform that addresses the needs of users across the enterprise. Connecting workflows from marketing, sales and service teams should be a key priority.

        This research-based index is the most comprehensive assessment of the value of CXM software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.

        Ventana Research

        Ventana Research

        Ventana Research, now part of Information Services Group, provides authoritative market research and coverage on the business and IT aspects of the software industry. We distribute research and insights daily through the Ventana Research community, and provide a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Sign up for free community membership to receive email notifications on research and insights.


        Our Market Perspective Policy

        • Ventana Research’s Market Perspectives are fact-based analysis and guidance on a vendor’s business, industry and technology trends. Each Market Perspective presents the view of Ventana Research using its established subject matter expertise on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity to ensure it delivers reliable and actionable insights. It is reviewed and edited by the firm’s product management team and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Market Perspective before it is published. If you have any issue with a Market Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

        View Policy

        Subscribe to Email Updates

        Posts by Topic

        see all

        Market Perspectives Archive

        See All