Superb use for contact centers

What are the best aspects of this product?

Guru allows me to put little pieces of content or knowledge into the system, then the agents can check it simultaneously while helping a client on the line. Moreover, Guru lets me set knowledge alerts for the agents to view. Such notifications come with a button that informs me when a person opens it. So, it is easier to make an agent accountable for the information they’ve read.

What aspects are problematic or could work better?

there are moments when knowledge alerts become inconvenient to create. Sometimes, the data I entered on the card suddenly deletes itself. Yes, I can undo the delete in some instances, but there are times when I need to start all over again. Guru reporting feature is sluggish too.

What specific problems in your company were solved by this product?

Guru helps us deliver important information to our contact center agents efficiently and instantly. They do not need to get off from their regular operations to attend training anymore since they can easily read such information in the system. That is how they manage to conveniently stay updated with new policies and workflows.

Are you a current user of this product?

Yes