Rostrvm Solutions

Inbound contact

• Automatic call distribution (ACD)
• Intelligent contact routing
• Interactive voice response (IVR)
• Reduce abandoned calls
• Web callback

Outbound contact

• Predictive dialler
• Outbound SMS & Email

Desktop optimisation

• Call centre scripting
• Back office optimisation

Managing performance

• Management Information
• Call Recording
• Blending

Mitel CTI integration added to the rostrvm contact centre platform

Woking (UK), August 2008 – Rostrvm Solutions, a member of the Mitel Solutions Alliance program, has added native support for Mitel PBX platforms to the rostrvm contact centre software suite delivering progressive applications such as automated dialling, data & skills based inbound call distribution, call centre agent support tools, media blending and business driven management information.

This new development is now available to Mitel users as a complement or alternative to rostrvm’s VoIP based Invex architecture to deploy rostrvm contact centre functionality.

rostrvm applications communicate with the Mitel switch through the MiTAI (Mitel Telephony Application Interface). This is a telephony API designed for applications requiring sophisticated call control and IP Communications Platform (ICP) control functionality. It supports third-party call control capabilities permitting rostrvm to undertake a range of functions from simple inbound and outbound call control to full contact centre management.

Lindsay Brown, Technical Director, Rostrvm Solutions commented “We have a long history of enhancing call centre productivity with sophisticated contact centre applications. Direct integration with Mitel is a further demonstration of the openness of our technology and our ongoing commitment to offering the most flexible options to our customers.”