Blog

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%.

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.

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.

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.

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

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

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.

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.

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

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.

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

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’ … !

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.

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.

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.

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.

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.

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.

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

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

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.