5 digital communication solutions
We have a range of digital communication solutions to help you engage well with both your staff and customers during the coronavirus pandemic and beyond.
25
03, 2020
4
03, 2020
Smart customer engagement solutions – Education
Higher Education organisations are focusing on new customer engagement solutions and training needs to meet student expectations.
6
02, 2020
We’re at UCISA’s Unified Comms Today
Rostrvm Solutions is now part of the IMImobile group and will be demonstrating the rostrvm digital contact centre at Unified Comms Today on Tuesday 25th February at Austin Court, Birmingham.
22
01, 2020
10 contact centre challenges solved
Many contact centre challenges are now handled by technology, like personalising the customer experience and process automation.
9
01, 2020
Customer engagement technology tips
We look at customer engagement technology for the contact centre now and going forward. What’s on your 2020 wish list?
20
12, 2019
Kirklees Council Case Study
Kirklees Council, Huddersfield, has a long-standing relationship with Rostrvm Solutions, having used rostrvm for nearly a decade.
18
12, 2019
Rostrvm Solutions now part of IMImobile
The combined business is now uniquely positioned to target the rapidly growing Contact Centre-as-a-Service (CCaaS) and Digital Customer Service (DCS) markets. CCaaS is projected to be a $20 billion market by 2022, growing at a CAGR of over 25%.
27
11, 2019
Sam Coombe celebrates Digital & Tech solutions degree
We’re delighted to announce that Sam Coombe, one of our Software Testers, has gained his first degree – a BSc in Digital and Technology Solutions.
14
11, 2019
EK Services & Civica UK Ltd. case study
EK Services and Civica work in partnership with Canterbury City Council, Dover District Council and Thanet District Council. They deliver revenues and benefits operations and support telephony for the council contact centres, East Kent Housing and Marlowe Theatre.
11
11, 2019
Procuring call centre systems technology
How to procure call centre systems technology that’s fit for life – and not just for Christmas …
30
10, 2019
Contact centre CRM integration & other scary tales
Horror stories like ‘The Shining’ are expected at Halloween but it’s not funny when we hear real-life nightmares, such as poor CRM integration causing chaos in contact centres. We suggest some solutions …
24
10, 2019
Flexible cloud for successful customer contact
A cloud platform offers the ability to engage successfully in all areas of customer contact, regardless of the place, time or channel.
9
10, 2019
What is rostrvm? A summary
rostrvm provides a user-friendly, joined-up environment to manage all your Inbound and Outbound customer engagement.
3
10, 2019
7 inbound call centre solutions
A user-friendly, multichannel, inbound call centre solution will increase your business productivity and improve your relationships with customers and contacts.
16
09, 2019
How outbound call centres achieve Win:Win
An outbound call centre can use next generation, multichannel technology to optimise business operations and processes and enable timely, relevant contact that builds relationships.
28
08, 2019
IVR system – how to refresh it in 7 steps
Your IVR system is often one of the first experiences someone has of your contact centre. As it has the potential to impact the image of your business, it needs regular review. Here are our 7 steps to refresh it.
1
08, 2019
Blended call centre solutions in Higher Education
Using blended call centre solutions in Higher Education helps to avoid the costs associated with student engagement and other communications.
31
07, 2019
Red Kite Community Housing case study
Red Kite Community Housing, based in High Wycombe, Buckinghamshire, are a tenant-led, not-for-profit, charitable housing association. They now have a blended, multichannel solution. They own and manage more than 6,500 homes in the Wycombe District. Red Kite customers have an important role in making sure that the organisation remains truly tenant-led through everything that they do.
22
07, 2019
Dudley Metropolitan Borough Council
Dudley MBC, in the West Midlands, has a busy Housing Income Team catering for a wide range of public accommodation requirements. It now benefits from a fully blended inbound and outbound rostrvm solution. This helps to mitigate the impact of Welfare Reform and the implementation of Universal Credit. It supports tenants, maximises rental income collections and
10
07, 2019
rostrvm with Salesforce or MS Dynamics CRM
rostrvm contact centre software integrates easily with industry-leading CRM systems like Salesforce and Microsoft Dynamics.
8
07, 2019
St. Helens Council
The customer services team at St. Helens Council, Merseyside, are the first point of contact for people looking for assistance across the whole range of council-related issues. They are committed to providing high quality, accessible services for all. The contact centre now benefits from a rostrvm cloud solution, which includes: • Inbound contact handling with intelligent
19
06, 2019
Cloud contact centre for Clearing and beyond
Why use a cloud contact centre for Clearing in the Education sector? Terry Gray of Rostrvm Solutions explains the business case, benefits and features …
12
06, 2019
Using auto dialler software to be helpful and timely
There are many advantages to using auto dialler software as part of an omnichannel solution.
20
05, 2019
Changing to an omnichannel cloud contact centre
There has been plenty said about changing to an omnichannel cloud contact centre but if change brings you out in a cold sweat, our insights might help …
9
05, 2019
Terry Gray joins our contact centre software team
Rostrvm Solutions is growing fast as more organisations choose to deploy our omnichannel contact centre software. We’re delighted to welcome Terry Gray, who has joined us to help customers optimise their investment in rostrvm and achieve successful business outcomes.
17
04, 2019
Game-changing multichannel contact centre
In business, time is money and you can do more to leverage the benefits of high-quality tech in your multichannel contact centre to save both.
27
03, 2019
AI and the self-service contact centre
AI is transforming the way we live. We’re providing AI solutions for the self-service contact centre, automating operations and enabling customers to complete interactions fast and easily.
18
03, 2019
Outbound contact centre compliance update
Our Next Generation dialler helps ensure that your outbound contact centre’s dialling strategies comply with the latest regulations, without negatively impacting contact rates.
13
03, 2019
Home Emergency Assist
Home Emergency Assist (HEA) offers a wide range of insurance services to homeowners and landlords - and complete home emergency cover. Its busy contact centre needed a user-friendly, agile cloud system. In the contact centre, HEA has a Customer Services team, a dedicated claims line and sales. They now benefit from a rostrvm cloud solution, which
27
02, 2019
Contact centre software; ditch the dithering
The right contact centre software can do amazing things for your organisation. Choosing the solution should not be that complicated if you look for quality and one that can be tailored to fit your needs.
18
02, 2019
Cloud contact centre – the options
A cloud contact centre will provide the flexibility and scalability to accommodate your changing business requirements. There are a range of deployment approaches available, so ensure you get the best one for you.
13
02, 2019
Inbound contact centres should make outbound contact
Next generation outbound contact, including dialler, SMS, email and IVM, will help improve your success rates and reach your customers and prospects cost-effectively and compliantly.
4
02, 2019
Contact centre software and staff motivation
Our contact centre software is flexible and user-friendly, which are two reasons it’s popular with our customers. We understand that confident and empowered staff make their own customers happy …
29
01, 2019
Hertfordshire Partnership NHS Foundation Trust
Hertfordshire Partnership NHS Foundation Trust (HPFT) provides health and social care to over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Norfolk and North Essex. The contact centre now benefits from Rostrvm Solutions’ Cloud Contact Centre Service, which includes: • Inbound contact handling with intelligent queueing and skills-based, multi-channel
18
01, 2019
2019 trends and contact centre software
2019 is already busy for us contact centre software suppliers because businesses are increasing their use of automated processes to make improvements both for customers and staff.
21
12, 2018
Inbound call centre – it’s not rocket science!
A Next Generation inbound call centre has tools that provide a great customer experience, help staff do their jobs well and enable the organisation to stay ahead of the curve.
5
12, 2018
Sparkling Next Generation multichannel contact
This festive season use Next Generation multichannel contact software to give your customer service some sparkle. And if your contact centre doesn’t have it but you want some after reading this, you know that song ‘All I Want For Christmas’ … !
26
11, 2018
Cloud contact centre: reach new heights
Our Next Generation cloud contact centre platform with user-friendly, multichannel capabilities, drives successful business outcomes.
21
11, 2018
4 reasons to go ‘Next Generation multichannel’
There are usually four main reasons why contact centres don’t perform as well as they should: Budget, IT, People and Time. Next generation multichannel technology can help resolve these issues, both in business terms and with your customers.
15
11, 2018
Outbound dialler to actively engage with customers
Making outbound contact to collect money and support customers can be difficult, especially with limited resources. A next generation, outbound dialler can help you engage compliantly, proactively and get results, without vastly increasing your workforce.
22
10, 2018
Coastline Housing
Coastline Housing, based in Cornwall, is an independent, not-for-profit housing association, which owns and manages over 4,300 homes. Its contact centre now benefits from a rostrvm solution, which includes: • Inbound contact handling with intelligent queueing and skills-based, multi-channel ACD. • An automated outbound dialling system for rental collections and reminders, including outbound voice campaigns to ensure tenants get
18
10, 2018
Inbound contact – how to avoid the ‘Halloween horrors’
It’ll be Halloween soon but the biggest shock your inbound contact centre could face, just as you’re gearing up for the busy festive season, is adverse weather. The snow of last winter is a reminder to be prepared for all eventualities – and then there may be staff illnesses to cover – here are our top tips.
4
10, 2018
6 best practices for an inbound call centre
Get the job done well by putting into place these 6 best practices for engaging with customers at every stage of their contact with your inbound call centre.
24
09, 2018
Quality underpins our hosted contact centre software
Whether you have a hosted contact centre on-site or a cloud contact centre from us, you can rest assured that Quality and Service is at the heart of everything we do. Our auditors agree, awarding us the ISO 9001:2015 certificate which updates our previous ISO accreditation.
13
09, 2018
Outbound dialler – stay compliant
Our outbound dialler helps businesses stay compliant by ensuring a structured approach to calling. This is vital, especially since the Government has just amended the rules in a fresh crackdown on nuisance calls.
1
08, 2018
Paul Andrews joins Rostrvm
Rostrvm continues to grow and we’re pleased to welcome Paul Andrews, Business Development Manager, to our talented call handling and contact centre software team.
12
07, 2018
For a contact centre that engages customers – start the discussion early
Rostrvm has recently attended the CIH Housing 2018 event in vibrant Manchester and one of the points made in the Tech zone seminars was that, when considering call handling and contact centre software, you need to start the discussion early with potential suppliers.
7
06, 2018
IMSM
IMSM Ltd, founded in 1994, is a market leader worldwide in supporting organisations to gain ISO (International Standard) certification. It has helped over 10,000 businesses achieve international standards, across a wide range of business sectors, and has offices in 20 countries.
6
06, 2018
Rostrvm at CIH Housing 2018
rostrvm contact centre software is being demonstrated at Europe’s largest housing event – CIH Housing 2018 – in Manchester between 26-28 June and we’d love to see you there. You’ll find us on stand B10 on the main floor – do come and say hello. Alternatively contact us at any time for a meeting.
30
05, 2018
CETA insurance
CETA provides insurance products from a panel of the UK’s leading companies and is a national network of intermediaries with over 4,000 members.
14
05, 2018
Rostrvm Solutions in 2018 Top 10 Contact Centre Technology awards list
Our rostrvm contact centre software is in the 2018 ‘Top 10 Contact Centre Technology’ awards list, chosen by over 3,750 contact centre professionals on Call Center Helper. Thanks to all who voted for us …
30
04, 2018
How to stretch contact centre resources
What differentiates rostrvm contact centre software is its FLEXIBILITY. The reason this is important is that a ‘one size fits all’ product may provide a short-term answer but, as soon as your contact centre needs to change something, you’ll wish you had a robust, multi-functional solution.
13
04, 2018
Inbound contact centre – is it a marathon?
It shouldn’t be a marathon for your customers to contact you … but it can feel like it all too often if your operation isn’t set up efficiently. Here are our top tips …
5
04, 2018
Rostrvm shortlisted … proactive on-site, private cloud, service cloud …
Our proactive contact centre software has been shortlisted for Call Centre Helper’s ‘Top 10 Contact Centre Technology’ awards! Voting closes on Friday 6th April and we’d love you to vote for rostrvm …
21
03, 2018
GDPR and the contact centre – myths and realities
Those four initials G.D.P.R. can’t have escaped your attention as various organisations try to convince you that the onset of the EU’s data protection regulation leads to nightmares in the contact centre and elsewhere. It’s time to calm down, follow best practice and focus on essentials. Ken Reid explains …
12
03, 2018
SIMPLE multichannel flexibility
With contact centre software, as in life, the straightforward solutions are usually the best. You can have simple multichannel flexibility and still have an intelligent, user-friendly system.
26
02, 2018
Inbound and outbound contact centre
Using automated technology to reduce the inbound and outbound work load, optimise your contact centre and please customers (and staff) makes absolute business sense but with so many variables involved how can you be sure you’re getting the right solution?
19
02, 2018
BH Live
BH Live is the south coast’s leading leisure and event operator and social enterprise. Its expertise ranges from staging live entertainment and events, major conferences and exhibitions, to operating leisure and sports facilities.
14
02, 2018
Contact centre software you’ll love
Do your staff and customers love your contact centre software? You’ll know they do if you don’t get complaints, it supports all processes and fulfils business and customer needs.
2
02, 2018
Trust Rostrvm to be what your contact centre needs
The Six Nations rugby and the Olympic Winter Games both kick off this month and sporting fixtures like this rely upon proactive suppliers to bring it all together and keep things running smoothly behind the scenes. The same relationship can be applied to our industry and contact centre software.
24
01, 2018
Blended contact centre – it’s people and tech
In a blended contact centre it’s about having the information to know when to move people from one task to another to handle peaks in traffic and smooth out potential queues. It’s also about having intelligent contact routing to provide the customer with the best advisor to help.
18
01, 2018
Everything you ever wanted to know about the cloud contact centre
We are a sponsor of the new version of ‘The Inner Circle Guide to Cloud-Based Contact Centre Solutions’, published by ContactBabel. Out now, the Guide is a major independent analyst report, aimed at providing professionals with the latest analysis and data around current and future cloud contact centre issues and use.
10
01, 2018
User-friendly contact centre software
We live in a world where, every day, new advances are made in technology to make things better. At Rostrvm, we have a great UK-based R&D team who innovate products to meet the needs of customers and provide them with exciting capabilities in communications. A key part of this is designing software that is user-friendly.
27
12, 2017
Contact Centre Predictions
As we transition from 2017 to 2018 now’s the time to look at the operational and technology themes that we expect to be at the forefront of contact centre thinking in the coming year. Undoubtedly a big consideration across all areas of technology and customer interaction will be the GDPR but, as stated in the Information
20
12, 2017
Anglian Home Improvements
Anglian was founded in 1966 and since then has been at the forefront of the UK’s home improvements industry. Today it is well known for the quality of its windows, doors and conservatories, amongst other products.
13
12, 2017
Trust rostrvm contact centre software
As we say on our home page, our contact centre software has been developed to overlay existing systems, which means we can help with pretty much anything – just try us!
6
12, 2017
Mihir Ruparelia is here to help
We’re pleased to welcome Mihir Ruparelia, who joins us to help with contact centre software support queries.
29
11, 2017
Multichannel inbound contact centre solutions
Trust Rostrvm to provide sensible, practical solutions for your multichannel inbound contact centre.
20
11, 2017
Rostrvm welcomes Scott Brooker
Scott Brooker has joined us as Business Development Manager and is looking forward to meeting you to explain our products and services.
14
11, 2017
Improve customers’ experience of your contact centre
Continuing our blogs on reaching and delighting customers, we focus on how you can improve their experience of your contact centre. Ken Reid, Director of Proposition and Product, has some ideas.
19
10, 2017
XLN Telecom Ltd Case Study
XLN is the UK’s leading dedicated Small Business supplier and a long-established customer of Rostrvm Solutions. It provides reliable and affordable Phone, Broadband, Energy and Merchant Services to small businesses across every high street in the country.
9
10, 2017
Top techniques to reach and delight customers with dialler technology
In the first of our new blogs on reaching and delighting customers, Ken Reid – Director of Proposition and Product, explains how modern outbound dialler technology can reap benefits all round.
19
09, 2017
Bouygues Energies & Services Case Study
Bouygues Energies & Services is a leading provider of integrated energy services, facilities management, infrastructure and contracting solutions across the UK.
14
09, 2017
Tips on Desktop optimisation
To reduce costs, increase efficiency and improve the customer experience of your contact centre, tackle how your staff use your systems and optimise desktops.
5
09, 2017
Wasps and Ricoh Arena Case Study
The Ricoh Arena in Coventry is a multi-purpose venue and an international destination for business, entertainment and sport. Its stadium seats nearly 32,500 people and is home to one of the best-known names in English rugby – Wasps.
31
08, 2017
The art of Performance Management
Efficient performance management is the glue that holds your contact centre together; without it you’ll very quickly come unstuck with customers who expect fast results, often on a variety of channels.
24
08, 2017
How to get Inbound customer service right
Your inbound contact is from people who want or need to contact you and how you respond to them can make or break your reputation and business. Providing a great customer experience inbound is crucial.
31
07, 2017
How to give great customer service – Outbound
Do you use outbound as a proactive, well-planned service that customers appreciate? Modern diallers can be set using intelligence gained about a contact to Precision dial, reaching them at the right time and reducing your agents’ workload.
28
07, 2017
How to use outbound contact to channel shift
You want to provide great customer service AND meet your contact centre targets. Be proactive, stay in touch and keep your promises by channel shifting with the rostrvm OutBound suite. rostrvm OutBound dialler provides everything you need to achieve highly successful results as part of your contact strategy. Use a rostrvm OutBound dialler to handle some
24
07, 2017
How does a great work environment help your customers?
Providing customers with a great experience starts with having a terrific working environment for contact centre staff, so they have all the tools and motivation to serve people well.
19
07, 2017
How to provide a great customer experience
How do you consistently provide clients with a good experience on their ‘customer journey’? We start a series of blogs on this subject with a look at INTEGRATION of systems and processes. This is the key and without it, everything falls apart and no one is happy. Here are five common issues:
17
07, 2017
Rostrvm for Collections
rostrvm for Collections is deployed by a wide range of organisations including utilities, local authorities and housing associations. Using proactive contact strategies they are able to meet debt management, customer acquisition and service interactions goals efficiently and more productively.
3
07, 2017
Welcome to our Reseller and Partner Briefing Sessions
We’ve had an exciting few weeks with our Partners and Resellers, telling them how rostrvm can help to get engaged with new opportunities, drive incremental business and improve margins. Not able to make our sessions? Don’t worry, we are running them again.
26
06, 2017
Welcome back Naila
We welcome back to our team Naila Basit, who returns from maternity leave and is now a proud Mum to a baby boy.
20
06, 2017
Cloud: what’s in it for you?
Many of our customers are enjoying the benefits of poweredbyrostrvm – our cloud service which combines all the flexibility of rostrvm with the agility of cloud. Here’s a quick update on what it could do for your business.
12
06, 2017
rostrvm with Microsoft Dynamics CRM
rostrvm can be quickly and easily integrated with Microsoft Dynamics CRM using our standard connector to provide a fast, effective joined-up system for your contact centre.
9
06, 2017
rostrvm with Salesforce CRM
rostrvm can be integrated with Salesforce to get the most out of your customer data with all the enterprise features of our call handling and contact centre software – it’s quick and easy to do using our standard connectors and desktop tools.
25
05, 2017
We’re in the Top 10 contact centre tech companies
Rostrvm Solutions has been named as one of the Top 10 companies in Call Centre Helper’s ‘Top 10 Contact Centre Technology awards’. Ken Reid, one of our directors, said: ‘To put that into context, if you Google ‘Contact Centre Technology’ you get over 54 million results. Readers of Call Centre Helper have voted for rostrvm as
15
05, 2017
Flexible rostrvm integrates with your web applications
In an earlier blog we explained how rostrvm works with Skype for Business; that’s because of its flexibility. In fact, rostrvm will overlay almost any communications infrastructure to give you and your customers a great experience.
17
04, 2017
How to provide great customer experiences using IVR
Interactive Voice Response (IVR) has been around for many years now and it can be really valuable support for both customers and the contact centre but the key is to ensure that it’s implemented well, designed around your customers’ needs and supports your specific business aims.
5
04, 2017
We’re shortlisted for the ‘Top 10 Contact Centre Technology’ awards
We’re pleased to announce that rostrvm is on the shortlist for Call Centre Helper’s 2017 ‘Top 10 Contact Centre Technology’ awards. The awards give recognition to the best products on the market and are voted for by readers of CallCentreHelper.com. In March their website had 237,174 readers (visitors), so that’s a prestigious number available to vote.
3
04, 2017
Getting ahead on performance management
At each month end do you have a detailed record at hand on your contact centre’s performance? Can you make informed decisions about where you need to make changes and improvements? Do you survey customers so that you know what they think? Our rostrvm suite includes performance management facilities so that you can assess every aspect
30
03, 2017
Adam Cohen – supporting customers in new role
We’re delighted to announce that Adam Cohen has been appointed as a Sales Support Consultant at Rostrvm Solutions. If you’re an existing customer of ours you may well recognise Adam as he started out in the call centre division of Royal Blue as a programmer, before becoming Support Manager at Rostrvm
21
03, 2017
rostrvm with Skype for Business
Skype for Business provides a powerful, unified communications platform connecting people across disparate locations and multiple media from their PC, phone, browser and tablets. It lets you collaborate with anyone, anywhere. The contact centre is a complex and structured business environment with specific operational and cultural needs and “Skype support” can mean many things.
16
03, 2017
How to comply with updated dialler guidelines and succeed
Just before Christmas Ofcom issued updated guidelines on making calls from your contact centre and the use of automated technology such as predictive diallers. The full document - “Ofcom’s statement of policy on its persistent misuse powers” - is available at the Ofcom web site. The guidelines are largely a restatement of those released in 2010
7
03, 2017
Rostrvm’s award-winning technology is in the house!
We’ve been using our knowledge and experience gained from over 30 years in the contact centre industry to develop dynamic applications suitable for specific industry needs. If you’re wondering how flexible we are, here’s an example: The social housing sector is now using rostrvm technology to reap big benefits when tackling the seismic changes brought about
27
12, 2016
30 years, 30 tips
This year saw rostrvm reach its 30th anniversary. To mark the occasion we’re sharing 30 tips for contact centre success.
22
12, 2016
The ‘Trump’ and ‘Brexit’ phenomenon, aka ‘Do you REALLY know your customers?’
You know your customers, right? This year has thrown up some rather potent examples of what happens when this isn’t the case.
21
12, 2016
Ofcom’s Christmas card to all dialler users and providers!
After waiting nearly a year for Ofcom to release their updated dialler policy they decided to let us have the glad tidings yesterday – Merry Christmas one and all!
19
12, 2016
10 festive tips
Getting your contact centre ready for Christmas? Here’s our festive checklist!