UK Police Forces Utilise Content Guru’s storm® Emergency Services Platform to Set the Standard in Latest Police 999 Performance Report
Content Guru, Europe’s leading cloud contact centre and customer experience technology provider, has today demonstrated its growing momentum within the UK emergency services sector. Following multiple customer wins and new projects with existing customers throughout the past year, Content Guru’s storm® Emergency Services Platform (ESP) is supporting an accelerating volume of critical interactions.
storm ESP is the only cloud contact management platform trusted by blue-light providers and is making a significant impact on police forces seeking to conform with stringent sector regulations, aimed at improving the handling of 999/112 emergency calls. In the past year Content Guru, working alongside integration partners, has been awarded key contracts with two of the largest forces in the south east and a national special police force. They join the UK’s second-largest force in leveraging the benefits of storm ESP.
The two forces that deployed storm ESP in October 2023 have experienced a tangible impact, which was highlighted in the latest UK-wide Police 999 Performance Report. The report, which is updated monthly, analyses the time taken to answer 999 calls, and placed one force at the top of the rankings with 95.4% of calls answered within 10 seconds in February 2024, and the other followed closely in second place with 94.3% of calls answered within the target timeframe. The report also revealed that on average the force that topped the rankings answered calls in under six seconds in February 2024, compared with 16.54 seconds in October 2023. Meanwhile, the force in second place answered calls in an average of 7.44 seconds, compared to 13.05 seconds in October, with its use of storm ESP a major contributing factor.
In addition to providing greater functionality and guaranteed availability in excess of 99.999%, storm ESP meets police data sovereignty requirements, with all created data being processed and stored in the UK. Forces also benefit from a dedicated 24x7x365 Secure Operations Centre and are able to unlock an increased number of communication channels, such as email, video, email, and social media, allowing forces to supplement traditional voice communications and meet today’s public expectations. Furthermore, storm ESP provides a solid foundation for future planned AI developments. All police forces in the UK also use storm ESP as part of the Home Office’s National Casualty Bureau Service, which provides a single point of contact during major disasters and other critical situations.
Martin Taylor, Co-Founder and Deputy CEO at Content Guru, explained,
“To meet modern regulatory and citizen demands, forces require solutions that grow with them and adapt quickly to changes”
“Forces using storm ESP have seen an immediate positive impact, with the platform supporting a dramatic reduction in call wait times. As well as delivering the ability to provide highly reliable, scalable, always-on communications storm ESP allows citizens to contact police forces at any time, through any channel. We look forward to supporting our growing blue-light customer base as these organisations modernise and improve their communications with the public.”
Content Guru makes engagement easy. Its resilient cloud-based solution, storm®, is trusted by the world’s largest organisations to deliver mission-critical, first-class customer experiences quickly and accurately. Leading organizations, from the world’s largest enterprises to public sector agencies and mission-critical service providers, rely on storm‘s unrivalled 99.999% availability and flexible, future-proof capabilities.
Content Guru delivers services in over 100 countries and enables major organizations, from Rakuten Communications to the US Federal Government, to deliver reliable, consistent and best-in-class omni-channel experiences.
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