Many contact centre challenges are now handled by technology, like personalising the customer experience and process automation.
We look at customer engagement technology for the contact centre now and going forward. What’s on your 2020 wish list?
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%.
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.
How to procure call centre systems technology that’s fit for life – and not just for Christmas …
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 …
A cloud platform offers the ability to engage successfully in all areas of customer contact, regardless of the place, time or channel.
rostrvm provides a user-friendly, joined-up environment to manage all your Inbound and Outbound customer engagement.
A user-friendly, multichannel, inbound call centre solution will increase your business productivity and improve your relationships with customers and contacts.
An outbound call centre can use next generation, multichannel technology to optimise business operations and processes and enable timely, relevant contact that builds relationships.
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.
Using blended call centre solutions in Higher Education helps to avoid the costs associated with student engagement and other communications.
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.
rostrvm contact centre software integrates easily with industry-leading CRM systems like Salesforce and Microsoft Dynamics.
Why use a cloud contact centre for Clearing in the Education sector? Terry Gray of Rostrvm Solutions explains the business case, benefits and features …
There are many advantages to using auto dialler software as part of an omnichannel solution.
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 …
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.
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.
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.
Our Next Generation dialler helps ensure that your outbound contact centre’s dialling strategies comply with the latest regulations, without negatively impacting contact rates.
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.
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.
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.
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 …
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.
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.
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’ … !
Our Next Generation cloud contact centre platform with user-friendly, multichannel capabilities, drives successful business outcomes.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 …
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.
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 …
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 …
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 …
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.
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?
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.
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.
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.
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.
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.
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
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!
We’re pleased to welcome Mihir Ruparelia, who joins us to help with contact centre software support queries.
Trust Rostrvm to provide sensible, practical solutions for your multichannel inbound contact centre.
Scott Brooker has joined us as Business Development Manager and is looking forward to meeting you to explain our products and services.
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.
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.
To reduce costs, increase efficiency and improve the customer experience of your contact centre, tackle how your staff use your systems and optimise desktops.
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.
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.
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.
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.
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:
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.
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.
We welcome back to our team Naila Basit, who returns from maternity leave and is now a proud Mum to a baby boy.
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.
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.
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.
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
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.
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.
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.
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
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
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.
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
This year saw rostrvm reach its 30th anniversary. To mark the occasion we’re sharing 30 tips for contact centre success.
You know your customers, right? This year has thrown up some rather potent examples of what happens when this isn’t the case.
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!
Getting your contact centre ready for Christmas? Here’s our festive checklist!
Matt Slaney has joined Rostrvm Solutions as a Software Developer. He previously worked in support, testing, development and data migration in a blue-chip company. Matt’s focus at Rostrvm will be the continued development of the rostrvm Manager web application, which is right within his skillset.
Precision Contact gives you the optimum chance of reaching your customers because you contact them: at the right time – the best time to catch them; with the right message and channel; using the right people – making sure your contact is handled by appropriately-skilled advisors.
You may have the best data-cleansing system and the most up-to-date records on your customers in town but are you using this intelligence in your contact with them to maximise success?
The financial benefits The beauty of cloud is that there’s no expensive outlay – and no sizeable maintenance and upgrade costs. The core infrastructure – telephone lines, internet services, servers and network equipment – are provided and managed by the cloud service provider. This reduces significantly the start-up costs and implementation time, so Return on Investment
Rostrvm is celebrating 30 successful years in the contact centre industry and we’ve been involved with many changes and innovations over that time. The biggest, of course, is the internet and digital-based services such as the Cloud. Following on from our last blog about replacing or upgrading outdated systems, the natural question for contact centres is:
Contact centre agents and their customers hate slow, outdated systems. So why do some contact centres insist on keeping them? Flog a dead horse and you get tired and frustrated but there’s still no way that horse is going to move!
To solve a contact centre issue talk to the people ‘at the coalface’, who are often the agents/advisors. Sounds obvious but in hectic business environments it doesn’t always happen.
Have you noticed how the contact centre industry uses a lot of jargon and long ways of saying the same thing? We’ve introduced our new blogs – ‘Straight talking’, based on our 30 years’ experience in the field, which tell you briefly what you really need to know to run a successful contact centre operation. We’ll
We’re pleased to announce that Tom Nicholls has joined our sales team as a Business Development Manager. Tom says, “I’m delighted to be working at Rostrvm because we have products which are truly flexible to suit the needs of the customer. rostrvm can be implemented on site or in the cloud and its products are modular
The robust rostrvm Cloud Contact Centre Service from Rostrvm Solutions is now available on the Digital Marketplace, through the government’s G-Cloud framework. You can find it in the Software as a Service (SaaS) category. Rostrvm Solutions’ software has been used successfully by household names in the private and public sector for many years. The beauty of
We are pleased to announce that Rostrvm Solutions is now a member of the Housing Quality Network – Rent and Income Excellence Network. (RIEN) RIEN support income management and rent collection practitioners in the social housing sector. We are delighted to support RIEN and their members by sharing our ideas for best practice on income management,
Interactive Voice Messaging (IVM) – One of the central challenges for outbound campaigns is making contact with your audience at a time that suits them. We’ve added an Interactive Voice Messaging (IVM) module to the rostrvm Outbound suite. IVM complements live agent contact strategies – such as predictive dialler campaigns – with an automated message inviting
We’re at the IT in Housing Exhibition for those involved in the provision of social housing. You’ll be able to learn about rostrvm for Housing, our proactive contact solution specifically for the Housing sector to address the financial challenges created by Universal Credit (UC) and Welfare Reform.
The importance of recording telephone calls for compliance and quality monitoring purposes is well understood. But in today’s multichannel contact centre a ‘conversation’ can meander from one medium to another – web chat to email to telephone call and back again, making it harder to record. We’ve enhanced our recording system rostrvm AuditLog to capture contact
This year we’re celebrating 30 years of the rostrvm contact centre software suite. Here we take a look back over some of the milestones.
Season’s greetings from Rostrvm Solutions
The latest rostrvm release provides our users with a key new feature to keep their customers happy – Precision skills-based dialling. Skills-based dialling adds to the armoury of precision tools available already to the campaign designer and dialler manager using rostrvm.
In the last of our series of blogs on ‘Making life easy for your customers’ we look at performance management.
Have you noticed how everybody’s talking about omnichannel? It’s a big buzzword at the moment in the contact centre industry.