In today’s competitive world, the right contact centre is a must-have investment. Customers need to know they’ll get an excellent experience from the companies they choose, whether they’re asking common questions, or seeking help with an issue.
Today’s leading contact centres combine omnichannel interactions across a host of platforms, with artificial intelligence, analytics tools, and a huge range of flexible integrations. Content Guru and Genesys are just two of the market-leading companies offering versatile, scalable solutions for communication with customers.
Content Guru’s “storm” contact centre is a highly flexible solution with hundreds of integrations to choose from. Genesys’ Cloud CX solution is an all-in-one environment for contact centre support, analytics, and workforce management.
Let’s compare the two.
Content Guru storm Features:
Content Guru’s cloud contact centre solution promises companies a powerful way to upgrade customer experience and generate loyalty among clients. The omnichannel “storm” contact centre helps agents and customers to interact conveniently across any channel with the same level of routing, reporting, and functionality. The blended queue across all communication channels ensures every conversation with customers is contextual and consistent.
With advanced routing features to ensure customers reach the right agents to solve their problems, Content Guru can reduce the amount of time customers spend on hold or being transferred to other agents. Access to in-depth reports and customisable insights ensures businesses can make the right decisions to strengthen their brand. Features include:
- Storm CONTACT intelligent routing
- Comprehensive omnichannel communications
- Single interface for agent efficiency
- Personality and skill-level routing
- Integrations with third-party tools
- Secure PCI payment integrations
- Easy-to-use interface for agents
- Advanced reporting features
- Quality and performance monitoring
- Full intelligent automation with Content Guru “brain”
- CRM and Workforce Optimisation access
Content Guru offers a wide range of tools for transforming the contact centre. The “storm” ecosystem is built around ensuring customers get to the right agent to solve their problems as quickly as possible. With access to add-on features like “brain,” customers can also access things like automation and intelligent tools to improve efficiency.
Genesys Cloud CX Features:
Genesys is another solution for omnichannel communications in the evolving customer service landscape. Recognised by leaders like Gartner, Genesys delivers the perfect combination of comprehensive communication tools and workforce management. The Cloud CX CCaaS platform comes with all the tools companies need to build personalized, memorable experiences for customers, including access to integrations for leading CRMs.
From immersive analytics for behind-the-scenes insights into customer journeys to extensive self-service solutions for customers in the modern age of service, Genesys has it all. Companies can even build service workflows across popular apps like WhatsApp and Apple Business Chat. Features of Genesys Cloud CX include:
- AI solutions for virtual agents and chatbots
- Access to AI assistants and insights
- Custom chat experiences across multiple channels
- Integrations with leading tools, like CRMs
- Immersive predictive analytics and task suggestions
- Co-browsing for insights into customer issues
- Inbound contact centre routing with skills-based guidance
- Screen pops and notifications for agents
- Outbound contact centre with predictive or progressive dialling
- Workforce management and forecasting tools
- Automated customer call back and SMS notifications
- Extensive training and interaction analytics
- Supervisor tools with barge-in
- Insights into real-time metrics and historical performance
From proactive machine learning tools to help companies strengthen their understanding of the customer journey, and a host of solutions for improving employee performance, Genesys can make a real difference to any business. Access to Genesys workforce management tools is particularly attractive for companies looking to empower their remote and hybrid workers.
Content Guru or Genesys: Which Is Best?
With both Genesys and Content Guru, companies get access to an intelligent omnichannel environment for customer service and support. Both tools are highly flexible, with a range of integrations to choose from, and each of these offerings can adapt to suit businesses of different sizes, with excellent security and reliability built in.
Content Guru’s storm cloud contact centre is a state-of-the-art solution for intelligent routing across an omnichannel environment. The blended queue approach from Content Guru ensures team members can stay as productive and efficient as possible across multiple channels. The intelligent routing capabilities can ensure customers are always routed to the best department, with routing based on customer status, skills, query complexity, and even personality.
Genesys is a fantastic product for boosting employee performance in the contact centre. The omnichannel solution also comes with routing across a range of channels, including popular options like WhatsApp and Apple Business Chat. There’s even access to things like AI tools to help you better understand how customers move through their journey with your team.
Perhaps the most appealing part of Genesys is its access to a host of workforce management, scheduling, and training tools, to help keep your team performing at their best, no matter where they are. Content Guru does have its own workforce management integration, though this isn’t quite as comprehensive as the solution from Genesys yet. As an added bonus from Content Guru, you can access a host of popular tools from other providers too.
Which Contact Centre is Right for You?
Content Guru and Genesys are two of the top options on the market today for omnichannel contact centre solutions. If you need an all-in-one environment where you can track your conversations with customers across multiple channels, both companies have a lot to offer.
Content Guru is an immersive blended contact centre designed to make managing customer queries and questions as quick and simple as possible. Tools like “brain” available as an added extra can even enhance the performance levels of your employees with automated workflows. You’ll also have access to a host of reports to help you make better business decisions.
Genesys is another leading contact centre solution with omnichannel routing. The Genesys CX Cloud is perfect for ramping up customer service solutions, even in a world of hybrid and remote working. Access to intelligent workforce management tools ensures your supervisors will always be able to keep a close eye on how teams interact with customers.