rostrvm News


April  2005

 - If you have any difficulty reading rostrvm News please visit http://www.rostrvm.com/rostrvmnews3.htm -

Welcome to the latest edition of rostrvm News. We appreciate your views and feedback. Contact ken.reid@rostrvm.com with any suggestions or comments.

Rostrvm Solutions  “2005 Global Excellence in Technology Innovation of the Year” Award

Rostrvm Solutions Limited has received the 2005 Global Excellence in Technology Innovation of the Year Award from Frost & Sullivan. This distinguished award recognises the quality and depth of Rostrvm Solutions’ research and development program as well as the vision and risk-taking that has enabled it to achieve Global Excellence in Contact Centre Technology.

 

“We are delighted to receive this award in recognition of Rostrvm Solutions’ strengths in technical development and our record of delivering functionally-rich products coupled with high-quality service” commented Simon Wellings, Rostrvm Solutions’ Managing Director

 

“We believe that gaining this award reflects the close relationship we have with our customers. By understanding our customers’ business challenges we produce practical, innovative software solutions”.

“The rostrvm call centre suite delivers significant innovations and contributions to the domain of customer care,” said Arjun Chokkappan, Research Analyst, Frost & Sullivan.

 

Chokkapan continued, “Rostrvm Solutions distinguishes itself by continually upgrading and enhancing the functionality of its product suite in a way that suits end user needs”.

 

 

 

Frost & Sullivan, a global growth consulting company founded in 1961, partners with clients to create value through innovative growth strategies. With a client list that includes Global 1000 companies, emerging companies as well as the investment community, Frost & Sullivan has evolved into one of the premier growth consulting companies in the world.

London Borough of Wandsworth implements rostrvm CallDirector ACD


Rostrvm Solutions has worked with the London Borough of Wandsworth to improve its call centre operations using a system based upon rostrvm CallDirector ACD enhancing an Ericsson MD110 infrastructure.

 

Speaking about the project, Head of Council Tax & Benefits, Ann Smith said. ‘Customer focus is a key objective of the Council, as is the delivery of a quality service at the lowest cost. This new unified call handling system, should achieve both objectives. Our Call Centre has been able to adopt this new system without any service interruption or down time. In addition, the added features and functionality has enabled us to improve customer handling as calls are automatically routed to the right people with the appropriate skill sets.”

 

The new system gives the service flexibility that was previously missing. Customers have options to either wait in a queue or have the Council call them back. This facility is popular and gives the Council greater flexibility.

 

rostrvm adds new  information collection tools


Rostrvm Solution’s CallGuide agent support system has been further enhanced to deliver extensive data gathering during the call.

 

Via rostrvm’s embedded internet and intranet facilities CallGuide delivers easy-to-navigate, interactive web pages to your agents. Call information can be gathered in both a structured and free-form manner supporting all of your agents, from new starters to ‘old hands’.

 

rostrvm CallGuide is an add-on to rostrvm AdVisor. CallGuide ensures that pertinent business information is captured within the  flow of the call and can be easily tailored and modified by call centre people to meet the continually changing needs of the business.

 

And should your agents need to refer to other desktop applications, CallGuide’s context sensitive screen pop delivers relevant desktop applications and data as needed at the appropriate point in the call.

 

CallGuide is also integrated with the rostrvm SuperVisor Management Information System. As your calls proceed CallGuide automatically records call outcome information and presents it with operational data to your team leaders and management as it happens.

 

 

Have you thought about Business Continuity?

What would happen to your business and your customers if your Call Centre were out of action? Rostrvm Solutions is launching a new Disaster Recovery service that delivers advanced call handling without investing in duplicate infrastructure.

Taking advantage of our ‘Switchless Call Centre’ architecture and advanced voice & data networks, we can quickly turn on call handling services that mirror existing capability to support you in an emergency.

To learn more please contact your account manager.

 

Do you want to see what’s new?

 


Rostrvm Solutions will be presenting and demonstrating at the “VoIP for Business”  on June 1st and 2nd at London’s Olympia.

 

We will be discussing and illustrating our SIP-based Voice over IP solutions.  Why not come and see us there?

 

Olympia, London – Wednesday 1st & Thursday 2nd June 2005

Hints & Tips

 


Did you know that rostrvm can increase productivity in the back-office as well as in the call centre?

rostrvm Keys is an easy-to-use tool that automates a range of functions including screen popping in the call centre. The system can also be used in the back-office for consistent management of data. For example, we see many operations where customer and transaction information is repeatedly re-keyed, wasting time and introducing errors; rostrvm Keys reduces effort and supports data consistency.


 

Automated activities can be invoked at the click of the mouse.

 

Coming soon

 

Call Centre Management Information anytime, anywhere.

 

Our next major release - rostrvm 6 includes extensions to the Supervisor design tool allowing you to deliver tailored Management Information to your mobile phone or PDA.

 

This new feature is one element of a range that integrates rostrvm to the mobile world for internal and customer facing applications.

 

 

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© 2005 Rostrvm Solutions Limited