Leading cloud communications technology provider, Content Guru, has been Highly Commended in the Cloud Innovation Provider of the Year category at the 2021 UK IT Industry Awards for its innovative storm® contact centre and customer experience platform.
Known as “Britain’s IT Oscars”, the UK IT Industry Awards celebrate the work of individuals, organisations and technologies in the use, development and deployment of IT. Having been winners multiple times over the years, Content Guru has been recognised at the 2021 awards for its essential role in enabling large organisations to cope with massive increases in customer demand and implement homeworking during the pandemic.
When COVID-19 hit, Content Guru’s storm solution enabled NHS 111 London to scale instantly, handling an increase in call volumes of up to 500%. 111 service users were offered a new option to receive a link via SMS to the latest Public Health England information about coronavirus, helping to reduce call queues. Alongside this, Content Guru set up new dedicated numbers within the NHS 111 providers so that patients with symptoms of COVID-19 could be routed directly to specialised healthcare advisers.
Content Guru’s customer HUC operates the NHS 111 telephone line and General Practitioner (GP) out-of-hours services for over 3.3 million people in the East of England. Content Guru developed the storm LINK On Demand Video Consultation application, which can be launched by any clinician mid-call, in response to HUC’s need to manage urgent cases without the need for face-to-face appointments. The solution does not require advanced booking or the installation of a mobile app. It is simple to use, clinically safe and approved by the NHS – all achieved within a period of only a few weeks.
Martin Taylor, Deputy CEO and Co-Founder of Content Guru, commented: “We are delighted to be recognised by this long-established and esteemed awards programme. Content Guru continues to invest heavily in keeping our storm cloud communications at the cutting-edge of innovation. This in turn ensures that our clients can deliver a world-class customer service to the public, even in the face of unprecedented disruption. As businesses all over the globe adapt to a permanently changed reality of digital-first customer experience, our teams are enabling contact centres to evolve rapidly into digital customer engagement hubs, staying ahead of ever-evolving consumer demands in a world where the only constant will be change itself.”
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