With the ultimate vision of Unified Communications in mind and seamless use of multiple channels, it is no surprise that every single system that Rostrvm has installed for contact centres in 2009 has included Voice over IP. Advances in technology have meant that VoIP now offers an infrastructure that enables many businesses – and not just the largest – to save on equipment, software, network maintenance and administration, management and operational costs.

Looking ahead, companies such as Rostrvm continue to roll out the technology to extend still further the possibilities for call centres. For example, the rostrvm ScreenPhone – a SIP softphone that converts a multimedia PC and headset into a full-function telephone, supports call centre activities such as ACDcall queuing and interfaces to a predictive dialler system, rostrvm OutBound.