Archive for August, 2009

Breaking down web to call centre barriers

Thursday, August 27th, 2009

Today’s consumer expects excellent service every time they get in touch with a business. Rostrvm Solutions and ServiceTick Limited have combined technical forces to capture instant customer feedback from web interactions and translate information into call centre action.For example a prospective customer might visit your website to request a quotation but not complete the sale. ServiceTick intervenes in the process and passes the quotation details to the rostrvm system in the call centre. The rostrvm system takes control of the transaction passing the enquiry to an appropriately skilled person and automatically making a service call to the prospective customer.

Martin Trott, ServiceTick’s Managing Director, commented “Many organisations treat the web and the call centre as distinct contact channels… but their customers don’t see it that way! Breaking down the barriers between the web and the call centre means that businesses can react with a personal touch no matter why the customer should be contacted – rescuing a lost sales opportunity or resolving a service issue.”

“A highlight of the combined rostrvm and ServiceTick offering is ease of deployment” remarked Lindsay Brown, Rostrvm Solutions’ Technical Director “Dynamic integration can be easily plumbed in to existing web sites and call centres”

You can learn more by visiting ServiceTick at the Call Centre Expo at the NEC, 22-23 September 2009, Stand G25

APSE National Seminar & Exhibition

Friday, August 21st, 2009

Rostrvm Solutions will be attending the Association for Public Service Excellence annual seminar to be held in Cardiff in September.

To learn more click here

Google web toolkit brings new features to call centre MIS

Sunday, August 2nd, 2009

The rostrvm call centre Management Information System (rostrvm SuperVisor) has been re-architected to deliver a feature-rich user experience by taking advantage of the latest database and web technologies.

Using AJAX (asynchronous JavaScript and XML) technology at the desktop delivers the features of a traditional ‘thick client’ application to a ‘thin client’ web browser environment.AJAX also reduces the network cost of delivering management information to an ever-increasing audience such as providing individual ‘Personal Wallboard’ information to all of the agents in a call centre.

Rostrvm Solutions has taken advantage of the Google Web Toolkit (GWT) to build the new Management Information system. GWT has supported cross-compilation of existing and newly-developed Java components into optimised JavaScript applications and widgets.