- Case Studies
RedNews Winter 2017/18
The latest edition of RedNews takes a look back at the Redwood Technologies Group’s top stories from Winter 2017/18.
In the last quarter, the Redwood Technologies Group received a £25 million investment from SEP. Meanwhile, Content Guru B.V. deployed two storm® cloud contact center solutions in the Netherlands, helping to improve customer experience for integrated security provider, G4S, and home installation technology provider, Feenstra.
This edition’s technology focus shines a spotlight on Facebook integration within the storm DTA®, while the case study provides an insight into how the storm platform has transformed the NHS 111 service in London.
There are also stories about the recent CSR work that the Group has been involved in, as well as an interview with Richard Manthorpe, who was recently promoted to the role of Product Director.
RedNews Autumn 2017
The latest edition of RedNews takes a look back at the Redwood Technologies Group’s top stories from Autumn 2017. In the last quarter, Content Guru announced its partnership with Australian leading telecommunications provider, Telstra, as well as its relationship with global customer experience expert, Webhelp.
This season’s Technology Focus looks at storm® Customer Knowledge System™ (CKS™), a new lightweight CRM, ticketing, and case management solution which enables organisations to gain a 360-degree view of their customers.
The case study in this edition shines a spotlight on how storm helps the UK’s second largest automotive services company, the RAC, to automate emergency breakdown callouts and reduce costs.
There are also stories about the recent CSR work that the Group has been involved in, and an interview with Lauren James, the Group’s Senior Operation Engineer who was recently shortlisted for the prestigious ‘Young IT Professional of the Year’ Award.
RedNews Spring/Summer 2017
The latest edition of RedNews takes a look back at the Redwood Technologies Group’s top stories from Spring/Summer 2017. In May, Redwood Technologies Group member Content Guru announced its ground-breaking partnership with leading public services provider Serco.
This edition also celebrates the Group’s recent award wins for its work with the NHS, as well as its US events launch. The Technology Focus takes a closer look at storm® INTEGRATE™:Verint, with a focus on speech analytics and public sector digital engagement.
The case study in this edition focuses on Dutch Quality of Life services provider Sodexo and how it uses storm to deliver strong customer service. There are also stories about the recent Redwood Lecture and the Pride of Bracknell Forest Awards, as well as an interview with Jane Bassett, Personal Assistant to Global CEO Sean Taylor.
RedNews Winter 2016-2017
The Winter 2016-2017 edition of RedNews sees the Redwood Technologies Group launch its new AI (Artificial Intelligence) engine, brain®.
Content Guru has won a second UK IT Industry Award for its work with NHS London’s 111 service. This solution was also recognized when Content Guru was named a ‘Silver Winner’ at the European Contact Center & Customer Service Awards (ECCCSA).
This quarter’s Technology Focus delves deeper into the Group’s world-leading suite of Cloud Contact Center capabilities enhanced by WebRTC integration.
Meanwhile, Content Guru’s Dutch team has landed a new deal with leading digital parking solutions provider, Parkmobile, whilst we explore how Amsterdam’s fastest-growing price comparison website, Pricewise, is improving customer engagement with storm.
Support Engineer Liam Sutcliffe features in this season’s ‘Meet the Team’, after his shortlisting as a UK IT Industry Award 2016 finalist for ‘Young IT Professional of the Year’.
Finally, this Winter has seen Redwood Technologies once again endorse local charity involve’s annual Befrienders Christmas Party, while also supporting rising young cricket hopeful, Kishore Naha.
RedNews Autumn 2016
The Autumn 2016 edition of RedNews sees Content Guru named as a Challenger in the 2016 Gartner Magic Quadrant for Contact Center as a Service, Western Europe for the second year in a row, positioned highest for ability to execute.
In other news, the Redwood Technologies Group has stormed into the next phase of its international expansion strategy with the launch of a new Italian regional office in Rome.
This quarter’s Technology Focus looks at the integration between storm® and Verint Impact 360’s market-leading WFO service, while the case study covers how storm helps national Dutch healthcare organisation, Zorginstituut Nederland, to deliver enhanced customer service while cutting costs.
The popular Meet the Team section this month features Michael van den Brink, Content Guru’s Country Manager for the Netherlands.
Finally, this Autumn has seen Content Guru support the bi-annual Business Philanthropy Club Dinner, whilst the Redwood Technologies Group has donated £5,000 to the Bracknell & Wokingham division of the Thames Valley Police Cadets.
RedNews Summer 2016
The Summer 2016 edition of RedNews features how Content Guru delivers a transformative customer engagement and cloud contact center solution to Fleurop Interflora, the world’s largest flower ordering service, through its storm® platform.
In other news, Electricity North West has deployed an automated cloud contact center service through Content Guru’s award-winning storm LOSS™ solution.
This edition’s Technology Focus looks at how storm INTEGRATE™:Teleopti enables organisations to optimise their customer service and resource distribution through its complete end-to-end contact center solution.
Meanwhile, this quarter’s case study looks at how storm helps St Albans City and District Council to enhance its communications and provide a superior citizen experience, while Content Guru B.V. Support Team Leader, Bas Paardekooper, features in this quarter’s ‘Meet the Team’.
Finally, summer 2016 has been a busy month for Redwood Technologies in terms of sponsorship, with the company donating £10,000 to the British Red Cross whilst also sponsoring the Queen’s 90th birthday street party in Wokingham and local under 11’s football team at Pinewood F.C.
RedNews Spring 2016
The Spring 2016 edition of RedNews sees Content Guru get the royal seal of approval, winning a Queen’s Award for Enterprise for its storm® CONTACT™ cloud customer engagement solution.
In other news, the Redwood Technologies Group has achieved a double header of internationally-recognized certifications as both an ISO 14001:2004 and PCI DSS Level 1 Version 3.1 compliant organisation.
Meanwhile, in the Netherlands, Content Guru has signed a deal with Dutch municipal banking organisation, Stadsbank Oost Nederland, which features in this quarter’s case study on how storm helps to improve its contact center efficiencies and optimise customer experience.
This edition’s Technology Focus looks at how storm INTEGRATE:WebRTC™ transforms the way organisations interact by delivering browser-to-browser contacts through a unified storm interface, while Development Engineering Director, Robert Mansfield, features in this quarter’s ‘Meet the Team’ for celebrating 20 years at Redwood.
Finally, the Group held its first annual Redwood Lecture with author and ex-international table tennis champion Matthew Syed taking the stage as guest speaker, while Redwood once again sponsored the Pride of Bracknell Forest Awards.
RedNews Winter 2015-2016
The Winter 2015-2016 Edition of RedNews sees Content Guru celebrate its ten year anniversary, marking a decade of cloud innovation.
In other news, RedNews covers how Content Guru’s storm® Cloud Contact Center helps global support services provider Sodexo strengthen its services and market position, while this quarter’s Technology Focus looks at storm DTA®:SWITCHBOARD™, the Group’s omni-channel switchboard which operates as a fully-integrated component of the Agent Desktop.
This edition’s case study looks at how Content Guru has helped South-West Netherlands out-of-hours GP replacement service, HAP Zeeland, deliver an outstanding and efficient customer service whilst also exceeding fixed industry targets.
Meanwhile, this quarter’s ‘Meet the Team’ features Redwood Technologies Production Engineer, William Millar.
Finally, Content Guru has rounded off 2015 in style, winning ‘Cloud Provider of the Year’ at the UK’s premier IT awards event— the UK IT Industry Awards— whilst Redwood sponsored local charity involve’s Christmas party and once again supported BBC Children in Need.
RedNews Autumn 2015
The Autumn 2015 Edition of RedNews sees Content Guru named a challenger in Gartner’s 2015 Contact Center as a Service (CCaaS) Magic Quadrant for Western Europe, while Radius Communications goes transatlantic with storm® USA.
Elsewhere in this issue, Technology Focus explores storm CONTACT:OUTBOUND™, the Redwood Group’s omnii-channel outbound customer engagement application, converging automated and live agent dialing with personalized mass multimedia campaigns.
This edition’s case study examines how Content Guru helps Travis Perkins, the UK’s largest builders’ merchant, to unify its complex communications estate in the cloud.
Meanwhile, Meet the Team features Duncan Edwards, Engineering Services Engineer.
Finally, Content Guru continues its awards success with 9 nominations, while Berkshire Community Foundation and Redwood support young people’s counseling service, Youthline.
RedNews Spring/Summer 2015
The Spring / Summer 2015 Edition of RedNews reports on a deal which sees Content Guru and Dutch network partner, KPN, secure a deal to deliver omni-channel cloud contact center services to Chubb, a global leader in the security and fire safety systems.
Elsewhere in this issue, Technology Focus explores storm® LOCK®, and storm PADLOCK™, the Redwood Group’s PCI DSS compliant, over-the-phone payment services, with provision for full automation or agent-assisted payments.
This edition’s case study examines the Content Guru partnership with Northgate Public Services, which delivers storm services to public service organisations across the UK.
Meanwhile, Meet the Team features Don Whyte, Service Manager at Content Guru.
Finally, Content Guru reflects on its sponsorship of a number of key telecommunications industry events over the spring, and continues its long-term support of the British Red Cross.
RedNews Winter 2014-2015
The Winter 2014-2015 Edition of RedNews reports on Redwood’s expansion of its operations throughout Germany with a new office in Dusseldorf and the appointment of Anne-Meine Gramsma, former Vice-President of Government at KPN, as Country Manager. Meanwhile, Content Guru delivers a omni-channel, multi-country contact center solution for Thomas Cook, Europe’s second largest travel provider.
Elsewhere in this issue, Technology Focus explores storm CONTACT:IM, the Instant Messaging component of the storm Cloud Contact Center suite, and how users can be connected to the best available resources, whether live or automated, through intelligent Mediated Interaction Matching (MIM) technology.
This month’s case study explores how Content Guru helps EDF Energy to save up to 12,000 days of customer and agent time on tariff enquiries, while Meet the Team introduces Eric Hartmans, Business Development Manager for Content Guru B.V. And while Content Guru’s utilities solution, storm LOSS™, meets with success with a triple award win, Redwood Technologies sponsors a local charity Christmas party.
RedNews Summer/Autumn 2014
The Summer/Autumn 2014 Edition of RedNews reports on Redwood’s 21st Birthday celebrations, marked by the unusual privilege of a royal visit from His Royal Highness The Earl of Wessex. Also in the headlines, RedNews looks at the continuing global expansion of storm® , as Content Guru announces plans to take the platform to the USA by the end of 2014.
Elsewhere in this issue, Technology Focus takes an in-depth look at the omni-channel surveying capabilities of storm ASK™, whilst our case study explores how storm technology has helped world-class teaching and research university, King’s College London, to handle the post A-Level exam results peak in traffic through their contact center.
In other news, this issue reports on the Spring Forum of The Cloud Communications Council, as well as the latest meeting of the Berkshire Community Foundation’s Business Philanthropy Club.
RedNews Spring 2014
The Spring 2014 Edition of RedNews announces the incorporation of Radius Communications, the newest company in the Redwood Group. The second sister company of Redwood Technologies, Radius delivers complete end-to-end services ‘from the center to the edge™’, and has already begun onboarding UK partners with a view to rapid international expansion. Also in the headlines, RedNews looks at how UK Power Networks, the UK’s largest electricity distributor, is utilizing storm® technology to deliver enhanced service to over 20 million end customers.
Elsewhere in this issue, Technology Focus takes an in-depth look at Redwood’s next generation unified desktop interface, the Desktop Task Assistant (DTA®), whilst our case study explores how Deutsche Telekom utilizes Redwood systems to deliver highly secure communications into over 20 German prisons. In other news, this issue reports on the inaugural gathering of the Cloud Communications Council, and reflects on a further appearance on the BBC for Redwood Technologies.
RedNews Autumn/Winter 2013-2014
This edition of RedNews features the announcement of a new storm partnership signed between Redwood’s sister company, Radius Communications, and Panasonic. The partnership will see the business telephony giant offering Cloud PBX™ and Cloud Contact Center services to the UK and Irish marketplaces using the storm communications integration™ platform. Other headline news includes a report on how storm helped critical transport and utilities companies to maintain communications during the UK’s most severe storms in decades.
This issue contains a double Technology Focus on how Redwood technology integrates with Microsoft Lync and on the storm SCHEDULE module. Our case study explores how storm enables Content Guru partner, KPN, to deliver market-leading Contact Center and Communications Integration™ services to the Netherlands, and we also look at Redwood’s 2013 successes through its regional Netherlands office. And in community news, Redwood features in a special BBC report on economic recovery and CG is recognized by the UK IT Awards in the ‘Cloud Provider of the Year’ category.
RedNews Summer 2013
This edition of RedNews features the announcement of a new partnership between Content Guru and leading public sector solutions provider, Northgate Public Services. The collaboration will allow local councils to communicate better with residents by utilizing the omni-channel capabilities of storm®, helping authorities across the country to reduce their costs and improve service.
Also in this issue, our client case study looks at Down District Council and how Redwood technology helped them provide a better service for citizens while cutting costs. Technology Focus examines the DNX® 400, Redwood’s latest version of its network-strength multimedia communications platform. And in community news, Redwood has sponsored a new academic prize that will be awarded to outstanding students at King’s College London’s Institute of Telecommunications.
RedNews Winter / Spring 2012-13
This issue sees the launch of Redwood and sister company Content Guru’s new business unit in Holland, with the appointment of Michael van den Brink, former KPN Sales Director, as Country Manager.
This edition also includes two client case studies. The first explores a cloud-based omni-channel cash ordering system for G4S, the world’s largest security firm. The second, extended case study looks at Rightmove, the UK’s biggest property portal, and how Redwood is helping them take new mobile services to market. Technology Focus investigates Redwood’s social media integration capabilities, using the RTIntegrate toolkit and RedView reporting dashboard, and in community news, Redwood has donated to British Red Cross to help fund relief efforts around the world.
RedNews Autumn 2012
Welcome to the Autumn 2012 edition of RedNews. This edition of RedNews features the announcement that Redwood’s sister company, Content Guru, has been nominated as a finalist in the Business of the Year category at the Thames Valley Business Awards.
Also in this issue, our client case study looks at TUI Travel and how Redwood technology helps the world’s largest holiday provider stay open for business through an office relocation during its busiest time of the year. Meanwhile, Technology Focus explores RedPBX™, Redwood’s next-generation switching and Unified Communications (UC) product and takes a look at an example deployment for The Progressive Building Society. Finally, this month’s charity piece highlights Redwood’s contributions to local causes in association with the Berkshire Community Foundation.
RedNews Summer 2012
Welcome to the Summer 2012 edition of RedNews. This edition features the announcement of major news from Redwood customer Content Guru, which launched NGware®, a suite of cloud services designed for the telecoms reseller market, encompassing inbound number management, SIP trunking, PBX and cloud-based contact center.
In this issue, our client case study looks at Callcredit, a leading UK provider of marketing solutions and how Redwood technology helped them reduce costs by 200%. Technology Focus explores RedDial™, Redwood’s powerful predictive dialler for outbound marketing.
RedNews Spring/Summer 2012
Welcome to the Spring/Summer 2012 edition of RedNews. This edition of RedNews features the announcement of a major new deployment of Redwood’s technology in Holland as two Redwood customers, Dutch telco giant KPN and cloud specialists Content Guru have partnered to offer services using the Redwood-built storm platform.
In this issue, our client case study looks at UK Power Networks and how Redwood helps the UK’s largest electricity supplier ensure its customers never get left in the dark. Meanwhile, Technology Focus explores RedAlert™, Redwood’s mass integrated alerting system, as well as our cloud-based offering, SHOUT™.
RedNews Autumn/Winter 2011/12
Welcome to the Autumn/Winter 2011/2012 edition of RedNews — a selection of Redwood’s top stories from the last quarter, plus a special feature on our recent launches into new territories, India and Ireland.
RedNews Summer 2011
Welcome to the Summer 2011 edition of RedNews – a selection of Redwood’s top news stories from the last quarter, plus a special feature on how we are helping customers across the Utilities, Health and Travel sectors prepare their operations for the coming winter. This issue we examine screen recording – a new Redwood solution that will enhance customer service and dispute resolution in contact centers and build on our rich portfolio in that sector.
RedNews Spring 2011
Welcome to the Spring 2011 edition of RedNews – a selection of Redwood’s top news stories from the last quarter, from our visit by Dr Phillip Lee MP, to our latest accreditation of information security in the form of ISO 27001, as well as showcasing our latest IP phones that deliver the full range of Redwood integrated communication services to the desktop.
RedNews Autumn/Winter 2010
While there is still plenty to debate about the economic outlook, business remains strong for Redwood Technologies. In many instances, customers are deploying Redwood-based solutions hosted in the cloud on the Content Guru storm® platform. For example, THUS customers are introducing advanced new services without committing to substantial capital expenditure – a classic example of doing more with less.
RedNews Summer 2010
This issue features a major new announcement from Redwood Technologies, the introduction of the DNX®-500 intelligent switching platform and communications server.
RedNews Winter/Spring 2010
Welcome to the Winter/Spring 2010 edition of RedNews. This issue features the transformation of services and capacity for Scottish Power and the introduction to storm® SHIELD.
RedNews Autumn 2009
Welcome to the Autumn 2009 edition of RedNews – a selection of Redwood’s top stories from the last quarter and a look at some of the products being showcased at ITU Telecom World in Geneva.
RedNews Spring/Summer 2009
This edition takes a look at Redwood’s recent projects focusing on improving the customer service experience, both with National Rail Enquiries and Utilities companies. Redwood announces its new Technology partnership with Cisco, whilst the Technology Focus section puts the spotlight on Redwood’s latest developments in ASR. Also included in this edition is a celebration of Redwood’s new Product of the Year Award for its RedCentrex IP Centrex solution and an interview with another key member of Redwood’s senior staff team.
RedNews Winter 2008/09
The latest edition of RedNews includes: T-Com’s Project Helios, a leading-edge web developer portal, Iron Mountain’s selection of Redwood’s RedMatrix for their audio conferencing solution, Cable&Wireless CEO uses Corporate Comms to broadcast key announcements to his colleagues. There is also news of Redwood’s Microsoft Gold Partner status and a recent visit by The Right Honourable Andrew MacKay, MP for Bracknell.
RedNews Autumn 2008
This edition of RedNews focuses on media and charity activities. Recent media projects include a televote for BBC Scotland, a mobile player recruitment campaign for The Times Fantasy Football and a donation line for Sky1 documentary ‘Ross Kemp: A Kenya Special’ in aid of Save the Children. Two local charities are featured – one supporting community groups in the county and the other a conservation initiative – as well as news of Content Guru’s success in the 2008 Start-up Stars Awards.
RedNews Summer 2008
This edition of RedNews takes a look at Redwood’s new technology partnerships with T-Home and HSBC, as well as the latest developments in Speech Recognition and multimedium, omni-channel call recording. Also featured is a case study on a recent charitable initiative in conjunction with the Mental Health Foundation.
RedNews Winter/Spring 2007/08
This edition of RedNews takes a look at Redwood’s new technology partnership with CYTA, the incumbent telephone company in Cyprus, as well as the latest developments in Mobile Internet and VXML, and a look ahead to this year’s CeBIT in Hannover, Germany.
RedNews Summer/Autumn 2007
This edition of RedNews takes a look at the launch of Redwood’s new alerting technology innovation with leading global carrier, BT, as well as the exciting new developments in video-to-mobile technology.
RedNews Spring 2007
This edition of RedNews takes a look at Redwood’s new technology partnership with leading global technology services company, EDS, as well as the latest developments in Call TV regulations, and the launch of Redwood’s Content Management System, RedCMS™.
RedNews Winter 2007
This edition takes a look at recent development in billing and content, Redwood’s innovative IP Centrex solution, RedCentrex™, and previous Redwood CeBIT success stories in the build-up to this year’s event in March.
RedNews Autumn 2006
This issue of RedNews focuses on the latest services at Buzz Networks and accom. There is also news on the launch of Redwood’s Disaster Recovery service and enhanced SIP Call Server, as well as details of Microsoft approval for Redwood’s award-winning RedMatrix audio conferencing solution.
RedNews Summer 2006
This issue of RedNews focuses on the latest services at Panasonic and The Daily Telegraph. There is also news on the launch of Redwood’s SIP phone and RedExec Partner Programme, as well as details of Redwood’s most recent industry award win for our conferencing solution.
RedNews Spring 2006
This issue of RedNews focuses on developments at the Carphone Warehouse and KPN. There is an interview with director Jim Taylor and a review of RedAlert.
RedNews Winter 2005
The Winter 2005 edition sees an interview with Technical Director Ron Perry as well as Product Focus on the new RedMatrix and RedView real-time statistics developments.