Cognosante chooses Content Guru’s CCaaS solution

Date Published
Call centre operative

Major US business process outsourcer Cognosante has selected a cloud-based Contact Centre as a Service solution, developed by SEP backed Content Guru, to support a government loan programme.

Cognosante is a technology company on a mission to transform health and human services systems in the US. It chose Content Guru’s storm solution due to its virtually limitless scalability, unmatched integration capabilities, and cutting-edge AI technology.

Working to an extremely tight deadline, Content Guru enabled 100 contact centre agents to move to a remote working model in less than 48 hours, a timeframe unheard of in the industry. After just 10 days, Content Guru scaled the project to support over 350 agents, with a peak daily call volume of over 110,000 calls. In total, storm has processed almost 3 million calls since 1 July 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 NHS and Department of Work and Pensions Universal Credit, to keep essential operations running in the face of huge disruption and unpredictable contact volumes.

Andrew Casson, Vice President of Sales in the US at Content Guru, commented: “I am pleased with how quickly and smoothly this project deployment with Cognosante has gone. Content Guru has a wealth of experience in the public and private sectors globally, and we are able to deploy our award-winning cloud solution faster and more reliably than our competitors. We look forward to working on similar projects, and helping more organisations deliver best-in-class customer experience at scale, including while working remotely.”

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