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rostrvm News December 2004 |
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- Earlier this
year we completed a comprehensive customer survey. We received lots of good
feedback, but one message came out loud and clear – we are not keeping you
fully up-to-date with new product features and functionality. You also told us that your preferred
method of getting this sort of information was via email. So, as a
direct result of your feedback we have created rostrvm News – an electronic newsletter that will be sent to our
customers and user community via email every two months or so. This first
issue is largely focussed on some exciting new product developments, but we
hope rostrvm News will develop
into a more general forum for sharing ideas and information within the rostrvm user community. As ever, we
appreciate your views and feedback. Contact ken.reid@rostrvm.com with any
suggestions or comments. |
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rostrvm News
comes with promises . . . |
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Promise 1 |
We
will not bombard your email inbox. rostrvm
News will appear no more than once a month. |
ü |
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Promise 2 |
If
you tell us that you don’t want to receive rostrvm News then we will stop sending it. |
ü |
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If you want to stop receiving rostrvm News or wish to add a colleague to the distribution list
then please contact ken.reid@rostrvm.com |
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rostrvm release 5
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rostrvm 5 was launched during the summer and many of you are already
benefiting from a range of new facilities and functions available across the rostrvm
application suite. Here are some of the highlights. |
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Web-based Management Information |
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More and more business
managers within your organisation want to know what’s happening in your call
centre. rostrvm’s new web-based Management Information package makes
call centre activity easily available to anyone with a browser. The web based
Management Information is designed to deliver information to the people that
need it in the most useful format: §
Detailed operational
information for team leaders, supervisors and call centre managers §
Business outcomes for the wider management and client
community |
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Design your own MIS displays |
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Following
your feedback we have added a MIS design tool. The Web SuperVisor Designer
will be fully available in the new year and allows you to tailor your
MIS to exactly meet your needs: §
Combine
data from multiple sources to deliver the information that’s important to you §
Perform
arithmetic operations on the data to accommodate your metrics §
Set
thresholds on key targets to give you early warning of operational challenges |
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Personal “Wallboards” |
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Call Centre agents need to understand their aims and objectives and
be provided with regular feedback. rostrvm personal wallboards provide
regular on-screen feedback for both operational and business activity
allowing each agent to be aware of their own performance in comparison with
their peers. |
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New features for rostrvm OutBound |
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§
Redial Manager - a new tool for defining
and managing powerful redial strategies. §
Dialling List Manager - a sophisticated
application for post-import list management §
Shift patterns - extended to allow
different campaign start/stop times on different days. §
Maximum call attempts limit - campaigns can
be configured with a call attempt limit that is independent of particular
call outcomes. |
§
Account expiry date – each account within a
list may contain a date on or after which the account will no longer be
considered for dialling. §
Account preferred call times - accounts may
be specified with a preferred earliest time for calling and/or a latest time
for calling. §
Campaign dialling filter - an advanced
mechanism for filtering records at the point of dialling. |
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Rapid CTI
deployment with rostrvm Keys |
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rostrvm Keys is an optional component of the rostrvm AdVisor toolkit It provides an environment to design screen-pop macros for inbound
and automated outbound call centre campaigns – and you don’t need to be a
programmer to use it! You can CTI-enable applications in minutes reducing implementation
costs and the involvement of your valuable IT resources. The flexibility and business control provided by rostrvm Keys is already delivering real benefit to many
customers. |
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Supporting
your people with rostrvm CallGuide |
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rostrvm CallGuide is an add-on to rostrvm
AdVisor. CallGuide provides guidance and support to your call centre agents
through scripts and prompts. Each guide is linked to a
particular call type, ensuring that relevant information and prompts are
displayed. Prompts may
include call and customer information.
In the example shown here, the agent’s name has been inserted directly
into the prompt together with the relevant time-of-day greeting. CallGuide
supports call branching, with the next prompt changing based on the current
selection and clipboard information.
Business outcomes can be automatically generated by CallGuide and
recorded as part of the call MIS for later reporting. Prompting can also be use to record call
activities such as measuring the success of champion/challenger objection
handling. |
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Voice over IP – rostrvm
Switchless Call Centre
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In the past
year Voice over IP (VoIP) has become a realistic option for call centre
infrastructure. The rostrvm
Switchless architecture has been designed to leverage the advantages of VoIP
without limiting call handing capability. Like all
great ideas the rostrvm Switchless Call Centre is based on a simple
concept – we take off-the-shelf VoIP components and enable them to deliver
advanced call centre functions. Normal routers and VoIP gateways are combined
with the rostrvm application suite to provide sophisticated call
centre capability at affordable prices. |
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rostrvm Invex Complete |
rostrvm Invex Enhance |
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rostrvm Invex Complete is a scalable VoIP call centre
solution. The full capabilities of the rostrvm application suite
are deployed without the need for traditional telephony platforms. Invex Complete reduces infrastructure costs and makes
sophisticated functionality viable in the smallest of call handling
operations. |
rostrvm Invex Enhance wraps around existing
telephony platforms. The full
capabilities of the rostrvm application suite can be deployed on the
most rudimentary of PBX and telephone systems. Invex
Enhance protects existing investment and extends the useful life of
traditional PBXs whilst delivering sophisticated call centre functionality. |
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We use the Session Initiation Protocol
(SIP) as the mechanism for controlling and managing calls and contacts. SIP
is inherently flexible and is the key to the rostrvm Switchless Call
Centre which can be tailored to address specific needs. |
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Extending possibilities |
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Voice over
IP is usually viewed as an alternative to traditional telephony systems. It
is more than that; IP is the platform for new call centre possibilities. rostrvm Switchless call centre
already delivers §
the call
centre without telephones §
screen-pops
without computers at the agent desktop We are
working with our customers to bring you call centre applications integrated
to mobile telephones that support advanced presence, payment and
collaboration functionality. Our
Switchless call centre architecture delivers all the rostrvm
facilities and more whilst taking advantage of standard data infrastructures
to eliminate the need for complex, expensive PBX and ACD hardware. If you are
expanding your call centre or you are planning the migration to Voice over
IP, then rostrvm Switchless is the ideal call centre platform. |
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Resource Centre @ www.rostrvm.com
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Meet the team |
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The Rostrvm
Solutions web site includes a ‘Resource Centre’ where you will find: §
Further
information about our products and services. §
General
information of interest to people who work in an around call centres. §
Handy call
centre calculators that can help you to plan projects. Visit www.rostrvm.com and register for free
access to the Resource Centre. |
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Simon Wellings, Managing Director Simon joined Rostrvm Solutions in 2002 from Rockwell
First Point Contact where he was General Manager, Europe “I joined Rostrvm because its one of the original
pioneers of CTI and one of a handful of companies capable of meeting the
complex integration needs of today's call centres.” As well as piloting Rostrvm to new heights, Simon is
a qualified aircraft pilot. |
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.. and finally… |
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Please feel free to
forward this newsletter to your colleagues. If you have any
difficulty reading rostrvm News please visit www.rostrvm.com/rostrvmnews1.htm Please email any suggestions for articles
or improvements to ken.reid@rostrvm.com
© 2004 Rostrvm Solutions Limited |
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