Content Guru Adds Enhanced Accessibility Features to storm®

Content Guru Adds Enhanced Accessibility Features to storm® to Enable Inclusive User Experiences

storm becomes the first Contact Centre as a Service (CCaaS) platform to meet WCAG 2.2 criteria

Content Guru has announced the release of new updates to its award-winning contact centre solution, storm®, which will deliver increased accessibility for customer service agents and back-office users. A range of storm modules now meet the most up-to-date version of Web Content Accessibility Guidelines (WCAG) version 2.2, the highest internationally recognised standard for web content accessibility, including for users with auditory, cognitive, physical and visual impairments or difficulties. Organisations that don’t meet the updated standards risk penalisation by regulators.

The new accessibility updates, which are designed to improve productivity and accessibility for contact centre workers, especially those with disabilities, meet all WCAG 2.2 requirements to level AA. Products covered include storm DTA®, Content Guru’s omni-channel, intuitive agent desktop, storm WFM™, Content Guru’s workforce management tool, and storm CONDUCTOR™, Content Guru’s new democratised service management tool. WCAG 2.2 AA compliance features are designed to meet a wide range of accessibility requirements, including keyboard navigation, high contrast ratio, corresponding and distinct colour and iconography, support for screen readers, and responsive screen and text behaviour without loss of functionality.

Over the coming months, customers will see the General Availability of new accessibility features released on additional storm modules, including Content Guru’s powerful recording and reporting modules storm VIEW™ and storm RECORDER™, with additional availability of quality management and unified communications tools, storm QM™ and storm UC™, on the product roadmap for Q4.

Accessible products and solutions give organisations access to a wider pool of potential agents and users, allowing them to hire talent irrespective of disability or impairment. Content Guru is committed to providing inclusive user experiences, enabling contact centres to meet agent needs and increase productivity and job satisfaction. storm’s updates ensure that Content Guru’s customers will be fully compliant with UK government accessibility requirements, ahead of the Government Digital Service (GDS) monitoring the new WCAG 2.2 criteria in October 2024.

Michael Brook, Senior Commercial Legal Counsel at Content Guru, said,

The updated WCAG guidelines represent a material reform of accessibility and inclusivity requirements. Any non-conformance could place organisations, whether private or public, under the scrutiny of local regulators. Compliance teams should adhere to the latest standards or risk legal sanctions and, ultimately, reputational damage,

Richard Manthorpe, Product Director at Content Guru, commented,

Providing accessible experiences is non-negotiable and we are delighted to announce the release of new, highly accessible, interfaces across a range of products for our customers,

We are the first Contact Centre as a Service (CCaaS) provider to announce updates to our products that meet the latest WCAG 2.2 criteria, demonstrating our commitment to be the best provider of accessible cloud customer engagement tools for all organisations. We continuously work to enhance the accessibility of the storm platform and are pleased that an extended range of products can meet all of the WCAG 2.2 design principles and criteria since the release of the guidelines in October 2023. From contact centre agents to back-office subject matter experts, the new update will enable greater accessibility and improved workflow for all storm users.

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.

For additional information on Content Guru view their Company Profile