“User friendly design”

Pros

What that really works well for us is how approachable this platform is for our colleagues. The modular setup is also a big advantage since it lets us pick the products that fit our needs instead of forcing us into a one size fits all solution.

Cons

Content Guru's reporting suite is packed with features which is definitely valuable but that depth can also make it harder to get simple out of the box reporting without needing a more advanced level of configuration.

“helpful transcription overviews”

Pros

Updating the IVR is easy and being able to send SMS messages through the IVR is a really useful feature. The transcription summaries also help a lot when putting together quality notes.

Cons

Its call recording interface feels a little dated at the moment although I understand an update is already planned.

“cut down on human error”

Pros

It does exactly what we need from the basic DTA view and reporting suite and it suits our small call centre well. Their customer service team has been very supportive and our BDM John has provided detailed, hands on help throughout. There are lots of extra features available that we could bring in as we grow which should help improve efficiency, cut down on human error and support the team as we scale. We're currently looking at a few of those options and CG have been very transparent with demos, upfront pricing and support around the business case.

Cons

Something that could be better is the reporting suite, as it isn't the easiest to work with. I'd definitely recommend getting training early on and reinforcing it over time. Even though we now have reports set up, we still find it difficult to create new metrics and know where to begin.

“great fit with fast fixes”

Pros

Right from day one, the solution fit our business needs perfectly. It's very easy to use which made implementation simple from the start and whenever we've needed any functionality changes, the response has always been quick with fixes put in place fast.

Cons

I don't have any complaints. This solution has been a major improvement over the other products I've used in the past.

“AI driven contact center progress”

Pros

New innovations keep coming quickly especially around AI and that has been fantastic to see. The platform can flex to handle both simple and more complex contact operations and it's backed by an excellent customer success team. It has become a key part of our IT infrastructure and has helped us improve and evolve our contact operations in a way that benefits the overall customer experience.

Cons

Once you understand how it works, the system is very user friendly. That said, the onboarding process can feel steep at first even if it ends up being worth the effort.

“reliable support”

Pros

From an IT support and administration standpoint at the service desk, moving the Customer Service contact centre to this has been a very positive change. The platform has remained extremely reliable and stable throughout. With our previous contact centre systems, regular issues and outages were just part of the routine but with STORM we've seen hardly any problems at all. Once everything is configured, it stays dependable and just gets on with the job. Three years later, my team is mostly focused on user setup and administration, FLOW configuration and only occasionally raising tickets with Vodafone for technical issues, advice or extra help. I've also continued to enjoy building up my FLOW scripting knowledge, expanding my understanding of the application overall and working with STORM alongside the helpful people at Content Guru.

Cons

The biggest frustration from my team's perspective and really the only feature we still miss from the old system, is the lack of LDAP sync with Active Directory / Entra. Because users have to be created manually, the process takes more time and involves a lot of steps, with no real opportunity for automation. That naturally increases the chances of mistakes or missed steps when creating or managing users across UC and contact and it becomes even more awkward because we're integrated with MS Teams instead of using DTA. The MS Teams integration itself is also not perfect and has always felt a bit bolted on rather than truly integrated although it does function and we've adapted to the way it works. During the initial build stages of both Phase 1 and Phase 2, support and communication were consistently good and definitely improved to an excellent level but there were still times when implementation felt difficult because there seemed to be an expectation that we already knew more than we actually did. A phrase we often repeated in meetings was, "we do not know what we do not know." That was especially noticeable when building FLOWs, where more direct one to one guidance, with proper explanation and design support, would have made a real difference. A lot of the fixes and builds ended up being done through trial and error, plus a bit of luck, when I would have much preferred more mentoring throughout the process. The part I still dislike most is raising STORM tickets through Vodafone rather than directly with Content Guru. The webchat with the non dedicated helpdesk has improved a lot and the Vodafone agents themselves are very good but that separation from speaking directly to Content Guru can still create delays when trying to get issues resolved. On top of that tickets can sometimes be automatically closed because of the 72 hour closure policy.

“very easy to get everything setup”

Pros

Having every contact channel brought together in this has been a big benefit since I no longer have to jump between different platforms and log in to multiple systems. It's very user friendly, both for day to day use and when it comes to configuration and setup and any changes can be made and applied right away. Reliability has also been strong, with very few issues on our side which makes a real difference. On top of that getting everything up and running in the beginning was very easy.

Cons

One area that could be improved is the wallboard displays because they can feel a bit too detailed. I'd prefer to have more control over them, such as choosing how many tiles are shown and then deciding what data should fill each of those tiles.

“positive experience”

Pros

Working with it has been a positive experience for our customer service teams. The platform feels user friendly and the level of customization is impressive. Features like AI integration and real time insights make it possible to customize Storm closely to the way your organization works. On top of that the support team has been friendly, proactive and consistently helpful. Overall, I'd definitely recommend this to any organization looking for a flexible and user friendly platform.

Cons

From an administrator's perspective, the back end is the part I enjoy the least. It can take quite a bit of time to find the right menus when adjusting specific settings.

“smooth call flow control”

Pros

Honestly having this platform at the center of our telephony setup gives us an impressive level of control. We can modify call routing through FLOW and the custom dashboards let us view data in the way that makes the most sense for the business. A big advantage is being able to apply changes in real time when needed which helps us react quickly to sudden spikes in demand or unexpected issues.

Cons

Any major changes still require developer time to be scheduled well ahead of time. The most effective way we've found to handle that is to work in Agile sprints rather than using a Waterfall style development approach.

“Excellent support team”

Pros

It has been very flexible when it comes to fitting different customer and business requirements and it keeps developing quickly especially with newer capabilities like AI. On top of that the support has been outstanding.

Cons

Content Guru's support service is much better now than it was when we first started using the product and they're still working on improving the licence purchasing process although that area has already seen noticeable progress recently.

“we've had a great experience so far”

Pros

From the initial implementation through to go live, the whole experience has been exceptional. The support team, training staff and account managers have all been incredibly helpful and have really met our expectations in Higher Education. We now have a product we can depend on with confidence and the ongoing support from their team has been very positive. We used this for our Clearing operations and it has been extremely well received by users.

Cons

Not applicable. Everything we've received has been exceptional.

“strenghtend our ITIL processes”

Pros

They stay close to customers and new features are rolled out every week. It has also improved service management and strengthened our ITIL processes.

Cons

Bugs that show up after deployment could still be reduced. Later on, I'd say the main area for improvement is lowering the number of issues that occur after delivery.

“solid contact center suite”

Pros

Having a complete contact center product portfolio from one vendor has been a big advantage for us. The range of products is very comprehensive and they keep expanding the offering on a regular basis. The administration tools are well done especially the FLOW module which stands out. Our agents also speak very positively about the DTA v2 client. On top of that the new licensing model works really well for our needs.

Cons

There are plenty of strong products here, with both basic and advanced functionality but the process for submitting feature requests, improving existing functions or getting custom software extensions feels a bit annoying.

“innovative cloud telephony leader”

Pros

This delivers an excellent cloud based telephony solution and really sets the pace in IVR and multi media systems. It covers SMS, voice, email social media and CRM Lite and the platform keeps evolving with ongoing innovation. Their support and service are also top notch. They regularly introduce new features and capabilities, while proactively suggesting fresh solutions and pointing out improvement opportunities through forum days.

Cons

Honestly, I cant think of anything negative to add here.

“Collaborative problem solving wins”

Pros

It's been really valuable to put a solution into action for a problem and work through it together as a team.

Cons

I dont have any complaints.

“powerful channel coverage”

Pros

Across the core communication channels, this product delivers a really broad set of capabilities and the built in knowledge base plus customer journey tools connect everything quickly. Integrating it with other tools is very achievable as well and the team is consistently helpful whenever support is needed. I also appreciate how proactive they are with innovation especially with AI focused features such as call summarization, sentiment analysis and real time agent assistance. It really shows an ongoing commitment to improving both the platform and the overall customer experience.

Cons

The latest upgrade has definitely made the user experience better, with a more organized and efficient way to access past call recordings. That said, a few important functions that existed in the earlier version still have not made it into this release.

“Great omnichannel features”

Pros

The platform offers a broad set of features. The real time and historical reporting is very detailed and there are plenty of opportunities to automate workflows and reduce contact volumes through deflection. The AI capabilities are also continuing to develop, with useful additions like real time transcription, summarization and agent assist.

Cons

Its licensing model is extremely detailed so it takes a while to fully understand how everything is structured.

“faster downloads”

Pros

Being able to quickly locate, listen to and download calls between our advisors and customers is really important for my team. It makes that process much faster and the built in tools have cut the time in half compared with what it used to take us on our previous system.

Cons

If I had one suggestion, it would be to make the search function more intelligent. It would help a lot to be able to search both outbound and inbound calls to or from the same phone number in one go, instead of having to run separate searches.