Content Guru, a global leader in cloud contact center solutions, has announced that Cognosante, a leading government technology provider that delivers services including Business Process Outsourcing (BPO) capabilities, has rapidly deployed Content Guru’s pure-play CCaaS offering, storm®, to support a government loan program. Storm ensures contact centers meet the needs of every customer, seamlessly.
Cognosante is a technology company on a mission to transform health and human services systems in the US. It helps public sector organizations modernize and optimize their customer experience programs, enterprise systems solutions, data integration efforts, data standards, and business process operations. The company’s expertise includes developing, delivering, and supporting customer experience programs, enterprise systems solutions, data integration efforts, business process operations programs, and emerging technologies like telehealth and knowledge translation. Cognostane provides its customers with meaningful insights, increased performance, and greater integration across programs, systems, and populations—empowering agencies to accomplish their missions.
With storm Content Guru Moves Quickly When it Matters
In the face of a global health crisis, Cognosante chose Content Guru’s storm solution to support a large federal agency, due to storm‘s virtually limitless scalability, unmatched integration capabilities, and cutting-edge AI technology.
Content Guru enabled 100 contact center agents to move to a remote working model in less than 48 hours, a timeframe unheard of in the industry. After only ten days, Content Guru scaled the project to support over 350 agents, with a peak daily call volume of just over 110,000 calls. In total, storm has processed almost 3 million calls since July 1st, 2020.
Content Guru has a rich history of providing mission-critical cloud communications in the public sector. Throughout the COVID-19 pandemic, the business has worked with large organizations globally, including the UK’s National Health Service (NHS) and Department of Work and Pensions (DWP) Universal Credit, to keep essential operations running in the face of unprecedented disruption and unpredictable contact volumes.
