Content Guru is a

cloud communications Cloud communications are Internet-based voice and data communications where telecommunications applications, switching and storage are hosted by a third-party outside of the organization using them, and they are accessed over the public Internet. C ...

provider based in Bracknell, UK. The company provides services in over 60 countries through its cloud Contact Centre as a Service solution, storm. These services are provided directly to customers and with partners such as Vodafone, Cinos and Rakuten. Clients include the

National Health Service The National Health Service (NHS) is the umbrella term for the publicly funded healthcare systems of the United Kingdom (UK). Since 1948, they have been funded out of general taxation. There are three systems which are referred to using the " ...

and

Serco Serco Group plc is a British company with headquarters based in Hook, Hampshire, England. Serco primarily derives income as a contractor for the provision of government services, most prominently in the sectors of health, transport, justice, i ...

. In April 2016, Content Guru received a

Queen's Award Queen's Award can refer to: * Queen's Awards for Enterprise, formerly The Queens Awards to Industry * Queen's Award for Voluntary Service, an annual award given to groups in the voluntary sector of the United Kingdom * Queen's Award for Forestry T ...

for Innovation. For work with the National Health Service (NHS), Content Guru has won several awards, including the Crisis Management Innovation of the Year at the IT Europa Awards (2022) and the Best Innovation in Customer Service at the ECCCSA Awards (2021).

History

Content Guru is made up of a number of wholly-owned subsidiaries of Redwood Technologies Group across North America, Asia-Pacific and Europe. The vast majority of the revenue generated by Redwood Technologies Group comes from the delivery of cloud services, provided and supported by Content Guru. Content Guru was founded in 2005 and provides cloud-based customer engagement and customer experience services and cloud contact centre products. The company has offices in the US, Japan, Singapore, the UK, the Netherlands, Germany, Ireland and Italy. In 2010, storm was used by

ComRes Savanta ComRes is a market research consultancy based in London, England. Established in 2003 as Communicate Research Ltd, ComRes was a founding member of the British Polling Council in 2004, and is one of the UK's best known polling companies. ...

on behalf of

ITV News ITV News is the branding of news programmes on the British television network ITV. ITV has a long tradition of television news. Independent Television News (ITN) was founded to provide news bulletins for the network in 1955, and has since conti ...

to provide live audience polling for the first televised election leaders' debate in the build-up to the

UK 2010 General Election The 2010 United Kingdom general election was held on Thursday 6 May 2010, with 45,597,461 registered voters entitled to vote to elect members to the House of Commons. The election took place in 650 constituencies across the United Kingdom unde ...

. In 2013, Content Guru co-founded Berkshire Community Foundation (BCF)'s Business Philanthropy Club (BPC), which enables businesses in Berkshire to provide funding for grassroots organisations and projects in their local communities. Content Guru has been a sponsor of the Pride of Bracknell Forest Awards since 2016, along with its parent company Redwood Technologies. Content Guru supports several local and national charities. In March 2017, the company announced that it would be delivering services to the

United States The United States of America (U.S.A. or USA), commonly known as the United States (U.S. or US) or America, is a country primarily located in North America. It consists of 50 states, a federal district, five major unincorporated territorie ...

. In January 2018, a minority stake of Content Guru and its parent company, Redwood Technologies Group, was sold to Scottish Equity Partners in a £25 million cash deal. In February 2018, Content Guru announced a partnership with Rakuten Communications to deliver services to

Japan Japan ( ja, 日本, or , and formally , ''Nihonkoku'') is an island country in East Asia. It is situated in the northwest Pacific Ocean, and is bordered on the west by the Sea of Japan, while extending from the Sea of Okhotsk in the north ...

. In 2019, Content Guru became a leader in the Gartner Magic Quadrant for CCaaS (Contact Centre as a Service), Western Europe. In June 2019, Redwood Technologies Group acquired Weston Digital Technologies for its screen recording and quality monitoring functionality. In early July 2020 Content Guru announced that its product could integrate with

Microsoft Teams Microsoft Teams is a proprietary business communication platform developed by Microsoft, as part of the Microsoft 365 family of products. Teams primarily competes with the similar service Slack, offering workspace chat and videoconferencin ...

. In July 2020, Content Guru was named as a supplier in Crown Commercial Service's Spark Dynamic Purchasing System. In November 2020, Content Guru was positioned as a Challenger in the 2020 global Gartner Magic Quadrant for Contact Centre as a Service (CCaaS). In August 2021, Content Guru was positioned as a Challenger in 2021 Gartner® Magic Quadrant™ for Contact Centre as a Service (CCaaS). In August 2022, Content Guru was positioned as a Challenger in the 2022 Gartner® Magic Quadrant™ for Contact Centre as a Service (CCaaS). In August 2023, Content Guru was positioned as a Challenger in the 2022 Gartner® Magic Quadrant™ for Contact Centre as a Service (CCaaS). In April 2021, Content Guru's parent company Redwood Technologies acquired US-based Potomac Integration and Consulting (PIC).

Controversy

The company came under fire for its role in the

Manchester Arena bombing On 22 May 2017, an Islamist extremist suicide bomber detonated a shrapnel-laden homemade bomb as people were leaving the Manchester Arena following a concert by American pop singer Ariana Grande. Twenty-three people were killed, including ...

of May 2017 during which Storm failed to operate. This resulted in those affected by the attack not being able to contact police or emergency services.

Vodafone Vodafone Group Public limited company, plc () is a British Multinational corporation, multinational Telephone company, telecommunications company. Its registered office and Headquarters, global headquarters are in Newbury, Berkshire, England. It ...

had subcontracted its services out to Content Guru for providing th
National Mutual Aid Telephony
system. However, when they tried to use it they found an "''inability to amend the recorded message and technical difficulties with the server. This suggests there was an inadequate level of knowledge or expertise within Vodafone or its sub-contractor Content Guru.''" "''It took until 0300 GMT on 23 May, four-and-a-half hours after the attack, which took place just after 2230 GMT on 22 May, before a restricted local telephone number was running.''" Vodafone and Content Guru continue their partnership, with Vodafone marketing Content Guru's product under the brand Vodafone Storm.{{Cite web, url=https://myenterprise.vodafone.com/storm.html, title=Vodafone Global Enterprise Storm, website=16th of November 2018, language=en-UK, access-date=2018-11-16

References

Cloud computing providers Companies based in Bracknell