Archive for the ‘VoIP’ Category

Discover rostrvm this summer

Monday, June 20th, 2011

Now that the warmer weather’s finally here, many of us are thinking towards our summer holidays, whether that’s walking in Wales or camping in Cornwall.

Premier outdoor and leisure retailer, Discover Leisure will be reaping the rewards of a fully flexible operation this summer with the support of the rostrvm dialler. The solution, which was deployed into a Voice Over Internet Protocol (VoIP) environment, easily integrated with existing systems and allowed the company to enhance its service offering to customers by improving the way that its calls are dealt with and managed.

The solution has also allowed Discover to take full advantage of the benefits of homeworking via the use of a Virtual Private Network (VPN) which allows users to connect to the dialler remotely, ensuring an uninterrupted service at all times.

To find out more about how rostrvm made the difference at Discover Leisure, click here to read the case study.

 

Homeworking saves costs for council

Tuesday, December 21st, 2010

Contact centres which are using a VoIP-enabled system and broadband to allow their staff to work at home are reaping the benefits, especially during wintry conditions.

Canterbury City Council is one case in point, having improved its overall productivity, at a crucial time for local authorities, by homeworking. It has embarked on a phased replacement of its PBX, starting with a VoIP-enabled system for the contact centre, to gain multi-channel ACD functionality. It has achieved this with rostrvm CallDirectorACD inbound contact management software and rostrvm CallGuide on the desktop, with process management functions.

Cathy Eastwood, Customer Services Manager, explains, “The Contact Centre needed to maintain call-handling efficiency at all times but also wanted to provide staff, who work in shifts, with a sensible work/life balance. Controlling costs, of course, was vital.

“The Rostrvm team demonstrated a sound understanding of the requirements of local councils and how we could deliver results within our budget. rostrvm CallDirector ACD met our needs and integrated well with our CRM system. The majority of our 47 staff are now set up to work from home, 20 doing so on a regular basis, and two working permanently from home. This has produced a very positive outcome in terms of improved productivity, efficiency and motivation.”

Homeworking has meant that Canterbury City Council can quickly scale up the operation with the existing workforce during peak periods, without the need to provide additional accommodation and equipment at the office-based location.

Cathy adds, “The Rostrvm team took time to understand our needs and quickly entered into a customer-focussed relationship with us. The sales and support teams proactively assisted us with training and supporting the Canterbury City Council staff while they developed their skills on the technical and system administration aspects.”

For further information please get in touch via our contact us page.

VoIP is the platform for new contact applications

Thursday, January 7th, 2010

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 ACD call queuing and interfaces to a predictive dialler system, rostrvm OutBound.

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.

Reducing the cost of virtual contact centres

Tuesday, June 16th, 2009

The traditional view of the call centre as a specific place where customer contact takes place is becoming outdated. Increasingly customer interactions happen throughout an organisation combining front-line contact management in multiple locations and back-office support functions.

An important element in any call centre deployment, and particularly in a distributed ‘virtual’ environment, is the cost of bandwidth. To help reduce this cost support for the G.729 codec has been added to rostrvm. G.729 is the lowest bit rate ITU-T standard with toll quality, which means that network bandwidth use is optimised.

Lindsay Brown, Technical Director, Rostrvm Solutions commented “This new rostrvm release continues our strategic commitment to Internet Protocols (IP) as the key central driver for substantial change in the technical deployment and operational functionality of the Call Centre. For more than five years the rostrvm call centre platform has delivered leading-edge call centre facilities such as ACD, IVR, intelligent call routing and predictive dialler facilities via Voice over Internet Protocol (VOIP). More specifically rostrvm supports the Session Internet Protocol (SIP).”

Brown continued “rostrvm adds structure and control to contact processes wherever is happens. Adding low-bandwidth codec support helps our customers to optimise the operational cost of customer contact”.

Wake up to VoIP

Monday, January 26th, 2009

Frankly we wouldn’t be surprised if the mere mention of Voice over IP was enough to make you yawn with boredom and click on to the next blog — but please bear with us and read on!

Every man and has dog have been trumpeting Voice over IP (VoIP) as the best thing since sliced bread for years; search for the phrase voip benefit in Google and you will get over 15 million matches.

But in reality the expected business benefits such as reduced operational and administrative costs have not been as significant as expected. And the promised innovative business applications combining telephone functions with open-standard IT systems have been slow to materialise. Until now.

 Rostrvm Solutions has adopted the latest VoIP standards to provide a range of ground-breaking applications for call centres of all sizes.

Evolution not revolution
We know that you already have a significant investment in call centre technology. The rostrvm call centre software suite is designed to complement and protect your existing call centre technology investment. For example, rostrvm extends the useful life of traditional PBX platforms while delivering sophisticated call centre functionality. You can enhance a basic telephony platform with rostrvm VoIP tools to undertake innovative, predictive dialler telemarketing campaigns Our approach is to help you to evolve your call centre. Our new applications transparently take advantage of the new technologies. It doesn’t matter whether you have the latest IT & Telephony network infrastructure or a 20-years-old PBX, rostrvm can turn your current platforms into a state-of-the-art call handling operation.