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Fidessa case study

Predictive Dialler Consultation




rostrvm News - December 2009


Q is for Quality, not Queues at Fidessa

Fidessa group plc is a leading global supplier of trading systems, market data and connectivity solutions to firms involved in trading the world’s financial markets.

Fidessa utilises rostrvm CallDirectorACD in combination with rostrvm CallGuide to ensure the smooth running of a multiple-location service desk, where technical support and assistance is given to customers with queries on Fidessa’s product range. Operational efficiency is measured and maintained via the integral management information system, rostrvm SuperVisor.
 
As a specialist service provider operating in the financial sector, Fidessa was naturally apprehensive about making changes to its systems.
 
David Bridge, Head of European Support at Fidessa, says: “We called on a number of technology suppliers to see what they could offer and chose Rostrvm because they could provide everything we needed at a very competitive and cost-effective price. Together with Rostrvm we are expanding our vision of what the service desk can offer; they have been very supportive and proactive.”

To find out more about how rostrvm supports Fidessa click here to read the case study or contact us.
call centre technology

Brookson uses rostrvm to revolutionise customer acquisition

Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self-employed professionals, has implemented automated outbound calling and inbound call handling from Rostrvm Solutions in its contact centre in Warrington.

The new contact centre technology combines Brookson’s interactive website, electronic marketing and the telephone to communicate with potential and existing customers. Chris Bowden, Sales and Marketing Director at Brookson, said, “Even with today’s powerful information tools such as the internet, prospective clients appreciate the immediacy and personal touch provided by an informative telephone call. Rostrvm’s contact centre technology fully supports this and allows us to personalise our interactions with prospects.

“By starting with a hosted implementation we have proved that using the rostrvm system, and dialler technology in particular, as part of the marketing mix increases our sales,” continued Chris. “The technology also improves our operational efficiency, giving us the option of inbound-outbound call blending to deliver top-quality service.”

To find out more about how rostrvm supports Brookson contact us.

Predictive dialler penalties - a quick reminder

As mentioned in last month's rostrvm News, the Government has issued a consultation document which could see Ofcom’s maximum penalty for persistent misuse of an electronic communications network or service rise from the current £50,000 to £2 million. The penalty is particularly aimed at call centres generating an unacceptable number of silent or abandoned calls by using automatic diallers, although there are other offences.

If you want to comment you will find the consultation document on raising the maximum penalties at the Department for Business Innovation & Skills web site at: www.berr.gov.uk/consultations/page53310.html

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