Archive for December, 2009

Predictive dialler penalties – a quick reminder

Sunday, December 27th, 2009

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

VoIP drives call centre software growth

Thursday, December 24th, 2009

As businesses plan to meet the challenges presented by 2010, one of the items on many Christmas lists is VoIP (Voice over Internet Protocol technology), in the contact centre.

Call Centres like the fact that IP-based systems can work alongside existing PBXs and data systems, for cost-effectiveness. Rostrvm can mix and match traditional (TDM) telephony and Voice over IP in a single call centre technology solution, providing companies with the best of both worlds. rostrvm Switchless Call Centre uses the Session Initiation Protocol (SIP) as the mechanism for controlling and managing calls and contacts.

Voice over IP opens up a host of call centre possibilities.

For example, as long as they have high-speed internet/broadband installed, agents can work from anywhere in the world (for example, at home or on the move) and yet be part of their company’s virtual network. They can operate as they would if they were sitting in the main contact centre – they can even be part of a skills-based routing system. This provides significant advantages to both employer and employee as it provides businesses with much greater flexibility in who they recruit and opening hours, and reduces overhead costs.

Virtual call centre – a case study

Tuesday, December 22nd, 2009

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.

SECCF returns to Rostrvm Solutions

Monday, December 14th, 2009

Following the success of the inaugural meeting of the South East Contact Centre Forum earlier this month, the event is being repeated later this week (Thursday, December 17th). his event will again be hosted by Rostrvm Solutions.

To book a place or simply to  learn more about the South East Networking Forum (SECCF) visit http://www.seccf.co.uk/ or contact Trevor Butterworth, Membership Director on 07932 669299.

SECCF Presentations

Monday, December 7th, 2009

The presentations and discussion notes from the recent South East Contact Centre Forum are available to download in PDF format by clicking here.

South East Contact Centre Forum

Friday, December 4th, 2009
South East Contact Centre Forum

South East Contact Centre Forum

An enthusiastic audience of call and contact centre managers visited Rostrvm Solutions to attend the inaugural session of the South East Contact Centre Forum.

The Forum’s aims and objectives were presented together with discussion of specific operational and technical issues that the forum will look to address over the coming months