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

Breaking down web to call centre barriers

Woking & Norwich (UK) – August 2009. Today’s consumer expects excellent service every time they get in touch with a business. Rostrvm Solutions and ServiceTick Limited have combined technical forces to capture instant customer feedback from web interactions and translate information into call centre action.

For example a prospective customer might visit your website to request a quotation but not complete the sale. ServiceTick intervenes in the process and passes the quotation details to the rostrvm system in the call centre. The rostrvm system takes control of the transaction passing the enquiry to an appropriately skilled person and automatically making a service call to the prospective customer.

Martin Trott, ServiceTick’s Managing Director, commented “Many organisations treat the web and the call centre as distinct contact channels… but their customers don’t see it that way! Breaking down the barriers between the web and the call centre means that businesses can react with a personal touch no matter why the customer should be contacted – rescuing a lost sales opportunity or resolving a service issue.”

“A highlight of the combined rostrvm and ServiceTick offering is ease of deployment” remarked Lindsay Brown, Rostrvm Solutions’ Technical Director “Dynamic integration can be easily plumbed in to existing web sites and call centres”

You can learn more by visiting ServiceTick at the Call Centre Expo at the NEC, 22-23 September 2009, Stand G25

About ServiceTick http://www.servicetick.com/

ServiceTick Ltd was formed in 2006 to deliver a more reliable and realistic feedback mechanism to major service industries. Founder Kevin Goodings had identified that most 'customer' feedback tools actually measured performance either from a company perspective or using 'snapshot' surveys, neither of which offered a true reflection of customer views. ServiceTick uses up-to-the-minute technologies to capture instant customer feedback.

Customers include Aviva, Fitbug, Anglian Home Improvements, RAC and Diageo