We have worked with Content Guru for the last 3 years we have and now entered into an extension of this contract. We find the product features, flexibility around configuration and ability for us to do this in-house a major attraction. We are very happy with the partnership with Content Guru maintaining a level of engagement that we don't often find with other vendors and have a fast moving roadmap that brings regular feature enhancements and innovation. Review collected by and hosted on G2.com.

We don't have large areas of dislike from the product, the licencing structure is initially a little complex but received enough support to work through this. The extensive roadmap and feature release is really positive but also brings a higher level of product review with regards to these. Review collected by and hosted on G2.com.

The best aspect of Content Guru STORM is the platform's stability. Its is exponentially more stable than any other phone system, on-prem or CCaaS, that we have ever used in our contact center. The Content Guru support team is also outstanding. From onboarding to ongoing support they have ensured we have the tools and knowledge to be successful. Review collected by and hosted on G2.com.

License clarity and role administration could use some improvement but overall they aren't really issues and are solves easily. Review collected by and hosted on G2.com.

Easy to adapt on the go (creation of new queues, flows and routing), reliable queue routing, good visibility/reporting for agent and call monitoring for quality control and customer surveys. Review collected by and hosted on G2.com.

Some Organisation-level settings can't be changed on the user/customer-side. A number of the different modules require separate logins/accounts that are controlled by support. Agent licenses do not auto-flex based on usage/requirements (ie: a reduction of charges if certain accounts are not used in a billing period, or allow for the addition of more agents without first increasing license numbers with Support). Review collected by and hosted on G2.com.

Comprehensive product portfolio for a contact center operation from a single source. Regular expansions of the products. The administration environments, especially the FLOW module. Our agents praise the client DTA v2. The new licensing model is also very good for us. Review collected by and hosted on G2.com.

There are many good products with basic and also advanced features, but the process for feature requests to improve functionalities or for individual software extensions is somewhat tedious. Review collected by and hosted on G2.com.

I work on the Connexus Homes service desk, supporting and administering the Customer Service contact centre from an IT perspective. Since moving to STORM, the platform continues to be extremely reliable and stable. Where we previously experienced regular issues and outages with our old contact centre systems, we’ve had very few if any issues with STORM. Once configured, it’s solid and simply does what it’s supposed to do. Three years on, my yeam's involvement is largely limited to user setup and administration, FLOW configuration and raising tickets with Vodafone for the occasional technical issue or advice or help.

I continue to enjoy developing my FLOW script knowledge and general understanding of the application and working with STORM and the helpful people at Content Guru. Review collected by and hosted on G2.com.

A big bug bear from my teams point of view and the only thing that we miss about our old system is that there is no LDAP sync with our Active Directory / Entra. Manual creation of UC users is more time consuming requiring numerous steps with no scope for automation. This means that there is more likelihood for mistakes or steps to be missed out when creating or managing users in UC and contact. Especially compounded because we are integrated with MS Teams rather than using DTA.

Also, the integration with MS Teams is not perfect and has always felt more bolted on rather than seamlessly integrated but it works and we have become used to how it operates.

In the initial building stages of both Phase 1 and 2 there were times where while support and communication were always good and definitely improved to excellent, we struggled to build and implement because we felt there was an expectation for us to know more that we did - a term of phrase used in many of our meetings was 'we do not know what we do not know'. This was particularly prevalent when building FLOWs and more direct one to one help with building out the FLOWs we need with proper explanation and design would have be better. I built and fixed many of our issues through trial and error and some luck rather than what I would have preferred which was more mentoring while we went through this process.

The most disliked part for me continues to be raising STORM tickets with Content Guru and managing them through the Vodafone . The webchat function with the non dedicated helpdesk is a lot better now and and the Vodafone agents are great but the disconnect between talking directly with Content Guru can cause delays and issues getting issues resolved and tickets can sometimes get auto closed because of the 72 hour closure policy. Review collected by and hosted on G2.com.

Account management, direct support and the product features backed by high levels of system stability. Review collected by and hosted on G2.com.

No dislikes. The product is a mature and very capable contact centre feature wise. As a result it requires a reasonable amount of considered effort to implement, something which Content Guru implementation team support you with. Review collected by and hosted on G2.com.

Professional and friendly service, they are responsive to any issues or problems we have and willing to work with us and make suggestions for continual improvement.

Provide a stable and innovative product, with barely any down-time on the telephony side in the 2+ years we have been with them. A range of digital platforms that enable us to offer choice to our customers.

The product is easy to use and we have started to link it with our new CRM system for seamless and efficient working. Review collected by and hosted on G2.com.

We have had some issues with the product that we are unable to fix, but these are small scale in reality. Some parts of the product are not cost effective for us to take on, as whilst we may get some benefit from them, this would not be large-scale enough to warrant the additional licenses for us. Review collected by and hosted on G2.com.

The STORM product is highly adaptable to meet customer/business needs and is rapidly evolving into new areas such as AI. The support from Content Guru is also excellent. Review collected by and hosted on G2.com.

The support service from Content Guru is vastly improved from when we first obtained the product, and there is ongoing work to improve their licence purchasing process, but even that has already recently improved Review collected by and hosted on G2.com.

I really appreciate how Content Guru storm brings all channels for contact into one place, so I don't need to sign in to multiple platforms and systems. The ease of use is great for both the end user and in terms of configuration and system setup, as changes can be made and applied instantly. We've experienced very few reliability issues with Storm, which is a big plus. Also, the initial setup was really easy. Review collected by and hosted on G2.com.

The wallboard displays can be overly detailed. I would like the ability to select how many tiles you want displayed and then options to fill those tiles with the data you need. Review collected by and hosted on G2.com.

It's a reliable cloud based omnichannel solution which we can scale to our demand and it's modular design means we only need to choose the features we need and want including it's it's AI capabilities of live call transcriptions and call summarisation, integrated QAM solution and WFM for forecasting and scheduling. It supports IVR, ACD and even AI driven routing which enhances efficiency and better customer experience. Mostly the system itself is user friendly. Review collected by and hosted on G2.com.

The licencing model can be quite confusing to ensure individual users have the correct licences assigned but the Content Guru team have always been on hand to support our understanding. Review collected by and hosted on G2.com.