Content Guru Ltd (Redwood Technologies)

Content Guru Cloud Contact Centre

Content Guru provides an Omni-Channel Cloud Contact Centre solution, known as storm®.

storm® is a multi-channel CCaaS (Contact Centre as a Service) solution for inbound and outbound interactions, providing a range call center-related technologies for any size of organisation. These services can be layered over and integrated with existing technology.

Features

• Omni-Channel Contact Centre solution with Outbound Dialler and PCI-compliant payment-taking
• Advanced IVR - Natural Language Processing, Skills-Based Routing, Speech Recognition
• Intelligent Automation - Artificial Intelligence (AI), Data Capture and integration
• Record all communication, including Screen Recording: Data stored in UK
• Customer Relationship Management (CRM) - Fully integrated CRM capability
• Knowledge Management - Fully integrated into the agent desktop
• Real-time and Historical Reporting with bespoke Customer Satisfaction Surveys (CSAT)
• Workforce Optimisation (WFO) & Workforce Management (WFM)
• Unified Communications (UCaaS) - Fully integrated with the contact centre
• User Collaboration - Instant Messaging, Video, On-Demand Video, Softphone

Benefits

• Handle any voice or digital channel in a single interface
• Improve First Contact Resolution and service efficiency
• Seamless transition between channels (Web chat to Voice to Video)
• Optimise contact centre performance through reporting and management interfaces (MI)
• Extend value of existing systems through integration
• Handle any volume of simultaneous demand
• Work from Home (WFH) on any internet enabled device
• Future-proofed and highly scalable contact centre with Generative Artificial intelligence
• Automate interactions and support digital channel shift
• Take full control of your configuration and technology integration

£49.99 to £159.99 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at PSHteam@contentguru.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

846703700490566

Contact

James Horsley
+44 (0) 1344852350
PSHteam@contentguru.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The Content Guru storm Contact Centre solution is standalone solution but can be layered over existing technologies and integrated using variety of connection methods including APIs to create a seamless communication estate.; All of storms component services can be consumed separately and are fully integrated.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Storm support extends to the entire customer experience across all services, including hardware, connectivity and applications. If storm services are purchased through a partner, then front-line support may be provided by the partner and additional support provided by Content Guru. storm is multi-sited across resilient data centres, and all hardware is modular and resilient at every level, meaning that upgrades can take place with no disruption to service. Upgrade notifications are issued regardless.
• System requirements:
  • Internet Access
  • Minimum effective pixel width of 320 at a 100% zoom
  • Microsoft Edge (minimum version 89)
  • Mozilla Firefox (minimum version 88)
  • Google Chrome (minimum version 89)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tickets are categorised according to their impact (P1-P4) as defined in standard service level agreement please see terms and conditions standard response times are as follows. P1 : within 15 minutes P2 : within 30 Minutes P3 : within 1 working day P4 : within 1 working day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: WCAG 2.1 AA
• Onsite support: Yes, at extra cost
• Support levels: Standard and bespoke support levels are available (for instance, 9-5 Mon-Fri, 7-7 Mon-Sun, 24/7/365). Costs are agreed as part of the overall services package. Technical support is provided by the dedicated, UK-based NOC.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New users are provided with dedicated training by specialised platform experts. This can be delivered either face-to-face or online. Face-to-face training sessions are delivered either on customer premises or at the Content Guru headquarters in Bracknell. Online training sessions are delivered via live instructor-led webinars.; You will be supported through the life of your contract by both the 24/7 sector specific Support team and your dedicated Account Manager who will hold periodic service reviews and innovation sessions specific to your service. These sessions are designed to evaluate how the solution has performed over the previous period and identify what improvements can be made to help optimise your service. As part of the innovation session, new product updates will be highlighted and demonstrated to ensure you are up to date on the latest capabilities and assist in facilitating continuous improvement in your service, as well as offer you the ability to feed directly back into our product roadmap.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: There are several different options available to customers for extracting data at the end of the contract. Most customers will regularly extract data themselves using their storm logins for reporting CDR data (using storm VIEW - into formats such as CSV, XLS and PDF) and interaction recordings (using storm RECORDER - into formats such as MP3/4, WAV, MKV, CSV, WebM). However, all data can be manually extracted by storm's engineering team and delivered to the customer at the end of the contract, should this be required.
• End-of-contract process: This varies based on the contract. Services can be decommissioned as part of the agreement, and there may be additional costs involved in decommissioning or transferring to other systems subject to the pre-agreed exit provisions. All customer data (CDRs and Recordings) and configuration will be available to clients with appropriate storm logins and can be downloaded by those with appropriate user rights.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: All interfaces are browser-based.; Agent Desktop: Single interface for channel management; Supervisor Interface: Single interface for channel management, agent monitoring (listen, whisper and barge in) and access to reports and recordings; Admin Interface: Access to contact centre configuration and service scripts; Access rights can be best set to match your operational goals.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: No official and documented testing as been conducted at this point in time.
• API: Yes
• What users can and can't do using the API: API documentation can be provided covering all elements of the storm solution. Documentation outlines all SOAP and REST APIs available.; API 'key' is required per customer.; ; Bespoke and off-the-shelf API's are available, subject to agreed specification.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Features and functionality can be fully customised, either by using the FLOW tool to amend service flows (by the user), or by bespoke development (by the supplier).; ; The storm solution is an 'off the shelf' solution allowing customisation through deep levels of configuration capability down to the user and service.

Scaling

• Independence of resources: As Europe’s largest cloud-based Communications Integration platform, storm provides users with access to massive capacity. The platform can be scaled to accommodate services for any size of business. With sufficient capacity to accommodate in excess of 150,000 additional users, live storm services can be instantly scaled up when required without impacting service for other users. ; storm provides user organisations with access to an effectively unlimited number of ports in the cloud, with the platform able to accommodate tens of thousands of simultaneous calls across TDM and VoIP, with a voice capacity in excess of 60 million minutes per day.

Analytics

• Service usage metrics: Yes
• Metrics types: Fully flexible and customisable real-time and historical reporting across any channel within the platform, with real-time notification alerts on service performance, trend analytics and service levels. Recording and Screen Recording capabilities with transcription and speech analytics alongside scorecards and associated reporting. Example service metrics include: - Average speed to answer - SLA % (configurable) - Average handle time - Real-time queue metrics (e.g. number of calls in queue, wait time, abandoned number, etc) - + many more Redwood will provide the following service metrics in regular service reviews: - Service Availability - Ticket review and analysis - MoS scores
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export all data via the VIEW reporting dashboard. VIEW has the facility for manual exports or for regular exports via FTP or email, and can be used to extract multiple different areas of data based on customisable criteria such as time periods.; Recordings can also be imported / exported via .WAV file format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .WAV
  • API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .WAV
  • API

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The storm platform is wholly owned by Content Guru, with all components of the platform being fully delivered in house with no reliance on any third parties. Content Guru are a UK critical National Infrastructure provider, hence have architected the platform to deliver 99.999% core platform availability, delivered from two highly available active/active data tier three data centres.
• Approach to resilience: The storm platform is maintained across multiple secure data centre sites in every territory where it is deployed to provided optimum availability and resilience. To this end, it is of paramount importance that all data centre sites and the data stored therein is synchronized. All constituent data centres supporting the platform are connected by resilient 1GB links, which are continuously subject to monitoring. All data centres and servers are kept in active-active configuration, with the resilient connections between them enabling the ongoing synchronization of all services and data. Furthermore, Redwood is certified under ISO22301 - Business Continuity Standard alongside the following security certifications: - SOC 2 Type 2 - ISO27001 - ISO27701 - Cyber Essentials Plus - TICKIT Plus
• Outage reporting: The support team provides email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Each organisation’s storm solution requires the purchase of one or two administrator licences. Administrators require these separate licences to access admin privileges. As with all users, these require RSA-secured login, storm's two-factor authentication, or Single Sign On (SAML2.0 based). Administrator seats are assigned to named users. Supervisors can be given restricted access to above-standard features, and this is fully-configurable by administrators. All user access and changes to the platform are auditable, including from Redwood staff.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Group
• ISO/IEC 27001 accreditation date: 13/04/2024
• What the ISO/IEC 27001 doesn’t cover: Processes outside of those certified. Certificate states that the approved Information Security Management System is applicable to: the information security management system supporting cloud computing services through Content Guru and the design, development installation and maintenance of telecommunication systems, including hardware and software for Value Added Network Services, soft switching and computer technology solutions in accordance with the Statement of Applicability version 2.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: BSI Group
• PCI DSS accreditation date: 09/06/2023
• What the PCI DSS doesn’t cover: All platforms and processes outside of those certified.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials Scheme (CES)
  • TickIT+
  • Cyber Essentials Plus
  • ISO27001
  • ISO27701
  • SOC 2 Type 2
  • ISO 22301
  • ISO20000

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: - Cyber Essentials Plus Scheme (CES) certification - PCI-DSS Level 1 - SOC 2 Type 2 - ISO27701 - ISO22301
• Information security policies and processes: Adheres to ISO 27001. All data centres are accredited to IL3 standard and certified to IL27001. The building is protected by physical security barriers and card access points, visitors are logged. User logins are RSA-authenticated, requiring PINs followed by an RSA SecurID that refreshes every 60 seconds. VPN access is restricted to the necessary employees. All successful or failed accesses to certain areas, such as audit trails or cardholder data, are logged. System logs are reviewed several times daily by engineers. Errors or exceptions are logged. Items are assigned owners according to expertise, and investigated. This file is reviewed by an Engineering Manager, ensuring all investigated items are progressed or closed. Access to the raw data is restricted to the Engineering Manager, ensuring a copy of the audit cannot have been tampered with. All servers within the CDE are time-synchronised to ensure consistency, and synchronised every 15 mins. A security manager, the point of contact for all security incidents, ensures all policies are adhered to. All employees are given security policy with compulsory security training. Heads of departments attend ISMS reviews. Security incidents are recorded in the Security Audit Report maintained by the Security Manager.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Requests for hardware and software changes are in the first instance submitted to the Change Control team to audit. The test platform ‘Ministorm’ has fixed managers who assess change requests. Application engineers ensure all changes conform to release notes. All work is undertaken on Ministorm primarily, and must be tested and signed-off by a senior engineer and the Change Control team. Affected clients are notified in advance. Any issues encountered are logged in the ECO database, using JIRA and GIT. Those that could affect security are flagged when the change request is first submitted and special documentation is needed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The vendor employs an approved third party scanning vendor to perform internal and external vulnerability scanning. Based on the information provided on a regular basis by the third party, the vendor's security team review and action the necessary patching. All patches are tested in the lab environment prior to live roll-out. Frequency of deployments are based on criticality of patches and schedule of planned work.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The platform is monitored continuously day and night, on a 24/7 basis. The processes include interrogation of data logs and real-time alerts based on system performance. Potential compromises are actioned immediately by the support team, using established processes.
• Incident management type: Supplier-defined controls
• Incident management approach: The vendor has standard documented procedures for incident management. User reports incidents to the Engineering Services team as part of the standard ticketing procedure. Incident reports are issued as per the agreed SLA's.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Content Guru is committed to environmental sustainability and has made a number of pledges to reach Net Zero. Its journey to Net Zero is being overseen by its ESG Committee, which reports into the Content Guru board. The Committee constantly reviews progress and plans the action required to reach new and existing goals. The company takes its environmental responsibilities seriously and strives to improve its infrastructure, processes, and offerings to reduce its impact on the environment. Content Guru has achieved internationally-recognized environmental accreditations, including the ISO 14001 Environmental Management Standard certification. All of Content Guru’s data centers in Mainland Europe, AsiaPac and the Americas use 100% renewable energy, and it is working towards net zero in its UK availability zone. Across its global offices, Content Guru has deployed a range of initiatives to reduce its carbon footprint as part of its Carbon Reduction Plan. These include recycling, efficient lighting, borrowable bikes, and preferred lower-carbon airlines for travel. To further support the company’s goals, solar panels were installed on the main office in 2023, with electric vehicle charging points to follow soon.

  Covid-19 recovery

  Covid-19 recovery: Our highest priorities in providing customer support over the coming months: - Safeguarding the health and wellbeing of all our global customers and colleagues; - Introducing new and interim licence opportunities to help you manage requirements; - Maintaining service availability as normal; - Further improving the resiliency and capacity of our services - Continuing a 24 hour support service in operation; - Continuing to improve our solutions and support services available to you; - Maintaining and enforcing the strict Information Security standards What are we doing for our people? - Home Working: In line with advice from UK government, and the relevant authorities in our other operating territories, we have improved policies and practices on home working. - Office Presence: We have conducted a COVID-Secure Risk Assessment for our headquarters. Hand sanitiser are readily available. Where required, a temperature gun and PPE are available to manage visitors and exposure risks appropriately. - Regular Wellbeing Checks and Resources - Suspected Cases: Colleagues are instructed to self-isolate for the minimum timeframes What are we doing for you, our customers? - Traffic Capacity: We have taken proactive steps to substantially increase our capacity for handling customer contact. We have not exceeded capacity during the pandemic so far, but have further increased our capabilities to ensure your customers can contact you. - Increased Licenses: We have quickly delivered increases in licenses for a number of our customers who have experienced high engagement from customers. - Improving storm: We continue to deliver functionality, efficiency and security enhancements to our products and services to meet customer needs and requests. - Supply Chain: We are in regular and proactive contact with all our critical suppliers to ensure no delays or interruptions to our supply chain.

  Tackling economic inequality

  Content Guru has developed an individual set of ethical standards, which are as follows: Ensure a commitment to all Content Guru policies and governing law by always putting integrity first; Recognising the responsibility to report any unethical practice; Embracing the diversity of all Content Guru employees; Prohibiting any form of discrimination against any employee; Encouraging an inclusive working environment free of any form of harassment or disrespect; Providing reasonable and regular work hours at the living wage for all employees; Prohibiting the use of child labour, forced slavery, servitude, forced or compulsory labour in the performance of our contracts/services which includes any practice which materially restricts a workers freedom. Note that this list is not exhaustive. In addition, Content Guru adheres to the ETI Base Code as its ethics standard. The code states: Employment is freely chosen; Freedom of association and the right to collective bargaining are respected; Working conditions are safe and hygienic; Child labour shall not be used; Living wages are paid; Working hours are not excessive; No discrimination is practised; Regular employment is provided; No harsh or inhumane treatment is allowed. Content Guru expects all suppliers in its supply chain to adhere to the ETI Base Code or a similar ethical trading standard as defined below.

  Equal opportunity

  The Content Guru Equal Opportunities policy aims to ensure that all Redwood Technologies Group companies (“Redwood”, the “Company”) provide fair and equal treatment to all employees (referred to as “colleagues”), and that relevant equality legislation and subsequent amendments are properly applied and that the terms and recommendations of the associated Codes of Practice are implemented positively throughout the Company. This Policy applies to all colleagues (and potential colleagues) recruited specifically for, and engaged exclusively on, Company work, regardless of their employment status. The Policy is based on the principles of UK equality legislation but is applied across all regions, unless there are specific local legislative differences which should take precedence over this policy. In the UK, the Equality Act (2010) prescribes the "protected characteristics" that apply to all people and for which no person should be discriminated against: Age Disability Gender Reassignment Marriage and Civil Partnership Pregnancy and Maternity Race Religion or Belief Sex Sexual Orientation

  Wellbeing

  Wellbeing Policy Statement: Content Guruis committed to providing, maintaining and continually improving the health, safety and welfare of all its colleagues, contractors, visitors and all other persons likely to be affected by its operations and activities. Its statement of general policy is: - To provide adequate control of the health and safety risks arising from work activities; - To consult with colleagues on matters affecting their health and safety; - To provide and maintain safe plant and equipment; - To provide information, instruction and supervision for workers; - To ensure all workers are competent to do their tasks and to give them adequate training; - To maintain safe and healthy working conditions; - To prevent accidents, injuries and cases of work-related ill health; - To comply with all applicable legislation and other requirements to which the Company subscribes in relation to its occupational health and safety hazards; - To establish, implement and maintain documented Health and Safety Objectives, at relevant functions and levels; - To continually improve health and safety management and performance; - To review and revise this Policy as necessary (annually as a minimum), to ensure its continued suitability. It is the duty of all person(s) working for or on behalf of Redwood to conform to the Policy, safety training, instructions given, safe codes of practice, and to accept and carry out their responsibilities with regard to health and safety, as set out in this Policy document. This Policy is communicated to all colleagues and is available to all interested parties upon request.

Pricing

• Price: £49.99 to £159.99 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Base trial version available subject to contract.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at PSHteam@contentguru.com. Tell them what format you need. It will help if you say what assistive technology you use.