Our multichannel solution enables your customers to choose how they contact you – a call, text, email, social media, chat … and gives you options like channel shift and self-serve.
rostrvm’s reliable and robust ‘set-and-forget’ inbound Automatic Call Distribution (ACD) provides:
- Intelligent contact routing to reduce abandon calls and get customers to the right person fast.
- Interactive Voice Response (IVR), which delivers in-queue automated services to callers: examples include self-service options and features like requesting a call-back, saving callers time and reducing peaks in call volumes for staff.
- Web chat, which links seamlessly to contact with a live agent when needed.
Whether you choose a hosted dialler on-site – or a cloud dialler – multichannel outbound contact is easier with our rostrvm outbound contact centre management suite. Our powerful outbound dialler delivers high-performance contact with your customers and prospects. It will:
- Target your campaigns with precision dialling.
- Ensure you keep your promises to call back.
- Fulfil your ‘call me‘ and web form requests.
- Make contact in the right way at the right time with telephone calls, text messages and email – great for all kinds of sales campaigns, appointment reminders, collections, retentions …
- Measure the business benefits as well as operational performance.
- Optimise agent performance with task blending.
You may have numerous business management applications and CRM systems to support specific activities. This information is often kept in technology silos, which can be slow to use but we can help with that. Users should not be flicking between mainframe screens, cutting and pasting from one database to another etc. – it causes delays and errors.
rostrvm Desktop overlays your business’s existing investments making them streamlined and user-friendly, so staff can do their jobs well. It:
- Rationalises disparate and messy desktop environments and makes them easy and quick to use.
- Simplifies information navigation to help your people to complete tasks more efficiently.
- Significantly reduces processing time.
- Improves information capture quality and consistency.
- Is available for a hosted contact centre on site or a cloud contact centre.
Our advanced, powerful performance management tools for your call centre and the back office will enable you to measure and manage effectiveness and optimise the productivity of your teams. It will provide you with a 360° view of operations, including:
- Contact centre and back office performance metrics.
- Business outcome and real-time and historical management information – inbound and outbound across all contact media and supporting business processes.
- Call and screen recording for quality assessment.
With real-time or historical information at your fingertips, on any device wherever you are, you’ll be able to make informed decisions and change and blend operations, enabling you do more with the same resources – or do the same with less resources!