Platform-independent call queuing, routing and reporting for telephone calls, fax, , SMS-text and web contact

Transcription

1 rostrvm Inbound Platform-independent call queuing, routing and reporting for telephone calls, fax, , SMS-text and web contact Rostrvm Solutions Limited Dukes Court, Duke Street Woking, Surrey GU21 5RT

2 Table of Contents I. What will rostrvm do for you?... 2 II. Multichannel inbound contact... 3 III. Desktop optimisation... 6 IV. Inbound contact leads to outbound calls... 8 V. Management information and recording... 9 VI. About Rostrvm Solutions... 11

3 What will rostrvm do for you? rostrvm contact centre software applications deliver effective multichannel customer contact. rostrvm acts as customer service hubware, ensuring that your communications infrastructure, information technology, people and processes work effectively and efficiently together. It will: make your people more efficient enhance the capability of legacy components and IT systems normalise functionality across disparate platforms and devices facilitate consistency of contact and transaction handling activity improve the quality of your customers experience support conduct and compliance processes deliver accurate, accessible operational information and performance analysis ROSTRVM SOLUTIONS LIMITED

4 Multichannel inbound contact rostrvm supports inbound contact centres with advanced features. This includes intelligent call routing that combines information from your telephone and IT systems with operational data. With rostrvm you can efficiently handle telephone calls and other contacts, such as s, between your business and your customers. rostrvm CallDirector ACD is: A multichannel call-routing system that supports telephone calls and other forms of contact such as s, SMS-text and social media. An intelligent contact-queuing capability that utilises business information to deliver personalised contact handling and support effective routing decisions. A powerful business rules and skills-based routing engine that ensures contacts are delivered to the most appropriate resource. A platform-independent software solution that complements traditional call centre devices to optimise and enhance functionality and performance across disparate platforms. CallDirector ACD has a wide range of flexible options to handle your customer management activities effectively and efficiently. It also delivers a high degree of personal service. Skills based Custom scripting Contact priority Integral IVR Day, date & time ROSTRVM SOLUTIONS LIMITED

5 Queue management Today s contact centre is complex. CallDirector ACD supports an unlimited combination of lines and multimedia queues to help you uniquely manage each contact type. Customer interaction The rostrvm product suite s integral Interactive Voice Response rostrvm AutoAgent delivers supporting caller information services such as music-on-hold and intelligent announcements. rostrvm AutoAgent can also be used to interact with callers. This may be to simply ask which service is required. In more complex environments AutoAgent can gather caller identification information and fully or partially complete customer transactions. Contact priority Your business rules may determine that certain call types, such as sales calls, have higher priority than others. CallDirector ACD assigns a priority to each queue. In a multimedia environment, you may give voice calls higher priority than s. You may also determine that agents can handle more than one transaction simultaneously. The ability to prioritise and handle multiple media types can be configured for the call centre, for a particular agent group or individual agents. Skills-based routing Customer enquiries may require specific agent skills to be handled most effectively. Skills, and the attainment level for each skill, can be assigned to agent groups, teams of agents or individuals. CallDirector ACD balances contact handling to reflect skills demand and availability. CTI control Rostrvm contact routing interacts with your IT systems to determine the best route for your contacts. For example you may want to route a contact to the person who dealt with the case previously. ROSTRVM SOLUTIONS LIMITED

6 Scripted routing Your customer contacts are directed to the most appropriate resource using call scripts. Call scripts extend priority and skills-based routing to include: Dialled number routing The target address The caller s CLI The sender s address Day and Time Integration with other call centre devices such as Interactive Voice Response systems Routing directed by data held on your IT systems Routing driven directly by your IT systems ROSTRVM SOLUTIONS LIMITED

7 Desktop optimisation Customer communication success is dependent on your team s ability to deliver service effectively and efficiently. rostrvm AdVisor is a desktop contact control application and supporting toolkit that operates in partnership with the other rostrvm applications. It provides a host of functions that enable front-line agents and back-office staff to handle contacts efficiently and effectively. Multimodal contact control, providing the right support for the transaction phone call, , text, web or social media. Delivery of client data and business information, supporting effective transaction handling and single point resolution. User definable information displays and "soft wallboards" to keep your people informed and motivated. Supports a large range of desktop environments including legacy mainframe systems. Designed for rapid deployment and can be implemented as an "out-of-the-box" soft-phone or seamlessly embedded within your desktop application environment. Today s communications are complex... resulting in messy desktops It s vital that staff desktops are set up to provide them with the information they need to do their job to excellent standards. Systems should be able to automatically display information that is relevant to the customer, based on historical data and other criteria, at the right time. Customer responses need to be logged for future reference. Our research shows that most businesses use three or more business applications to complete a single task. We see it every day technology silos on the desktop forcing users to flick between screens, cutting and pasting from one to another, keeping track with ad-hoc spread sheets and scribbling down information on bits of paper with sticky note reminders. ROSTRVM SOLUTIONS LIMITED

8 Our software integrates systems and reduces the amount of information needed to remember or find, so that staff can concentrate on engaging with the contact and achieving a successful outcome. Also, once the call ends, our system enables quick and easy record updates. We ve built a wide range of out-of-the-box solutions and our customers have integrated rostrvm AdVisor with many CRM applications using rostrvm s C DLL, COM/OLE and Java Application Programmers Interfaces, or using the rostrvm Keys rapid-cti deployment tool. rostrvm Keys is an easy-to-use tool that automates a range of functions from screen popping in the call centre to the consistent management of data for back-office transaction fulfilment. Users can CTI-enable applications in minutes, reducing the overall professional services requirement and, in turn, lowering the cost of CTI projects. rostrvm DeskTop Suite is a simple concept... take a messy PC screen with awkward IT and overlay it with a light-touch, friendly and intuitive interface. Desktop optimisation provides a simple solution to technology silos Information coordination Enter it once and everything else will be updated automatically Consistent process conformance Present the right information at the right time Make sure that processes are followed ROSTRVM SOLUTIONS LIMITED

9 Inbound contact leads to outbound calls Just because someone contacts you through one medium it s not always appropriate to respond through the same channel. For example answering an with another often results in long, time-consuming conversations and poor contact resolution. If an inbound contact can best be handled with a return telephone call your agents can set a callback and be confident that your client will be contacted as promised. rostrvm supports the concept of callback ; a customer record can be marked for calling back at a prescribed date and time or alternatively within a specified time range. Agents set up callbacks using rostrvm s agent desktop application. Callbacks can be set up to be reserved for a particular individual or offered to any appropriately skilled agent. The callback dialogue can be invoked automatically from other applications from the rostrvm DeskTop. ROSTRVM SOLUTIONS LIMITED

10 Management information and recording Meeting customer service targets can be difficult. rostrvm SuperVisor tells you what s happening now, what s happened in the past and delivers the data you need to plan for the future. Today s customer service managers don t just worry about handling telephone calls; your customers want to make contact by , chat and social media. Contact handling leads to fulfilment, administrative and back-office tasks. Making performance visible rostrvm SuperVisor is designed to deliver information to the people that need it, in the most useful format: Personal Wallboards make real-time performance visible to all call centre members Detailed operational information for team leaders, supervisors and call centre managers Browser-based business outcomes for the wider management and client community Historical reports for analysis and forward planning rostrvm sees everything that happens and records activities step-by-step, building a comprehensive Management Information database. rostrvm SuperVisor provides a holistic view of your contact management performance and how it relates to business metrics across your customer service hub. The MIS database uses a standard ODBC-compliant SQL database, and an ODBC driver is included with rostrvm. Any standard ODBC-compliant report-writing package, such as Crystal Reports, Business Objects, Cognos DecisionStream and Microsoft Excel, can be used to generate reports. Multi level information Remote management Real time & historic Graphical control Call recording ROSTRVM SOLUTIONS LIMITED

11 Voice recording Contact centre management is more than reviewing statistics. Maintaining quality of service is vital. rostrvm AuditLog delivers voice recording and retrieval services to support quality monitoring processes. rostrvm AuditLog is a server-based voice recording system developed as a component of the rostrvm Voice over IP architecture. Recordings are stored within the rostrvm MIS database and are easily retrieved using the integral voice and data search tool. ROSTRVM SOLUTIONS LIMITED

12 About Rostrvm Solutions rostrvm simplifies your customer service technology and processes so that they play well and precisely together, using innovation and flexibility. We deliver tailored solutions and a unique combination of benefits that leave our competition standing: Commercial frameworks that really benefit your business. rostrvm works on site or hosted in the cloud and can be acquired on a capex, opex, subscription or pay-per-use basis. Why throw away your existing investment when you can enhance it cost effectively and with minimal risk? We provide support and improve any IT environment and telephone system. A truly integrated platform that supports increased functionality. Our company We re a British software company. We design, develop and support the rostrvm suite of applications and have a dedicated team of experts all based in Woking, Surrey UK. We have a very demanding and loyal customer base that relies on us for the provision and support of their core call handling and process management functions. They include Autonet Insurance, Vodafone, EDF Energy, London Borough of Wandsworth, Nottinghamshire County Council, Telefocus and West Bromwich Building Society to name a few. As a privately held company we maintain a strong culture of independence which is increasingly rare in our market sector. We see our independence as a major benefit to our customers and partners - it guarantees the openness of our technology and the objectiveness of our approach and advice. What now? You can find out more about us and what we offer on our web site. For full details, why don t you drop us a line or give us a call to arrange a meeting? We ll make it worth your while! All of our people are customer contact and process management experts with years of experience. We re used to dealing with all sorts of people, from those who know exactly what they want to those who haven t got a clue! Perhaps you just need advice on how to implement efficient precision dialling. We don t claim to have all the answers but you can be sure of our knowledgeable approach. We have a can do attitude that consistently meets and exceeds the expectations of our customers, ensuring that they re well equipped to provide excellent service to their customers. To find out more call us on or visit ROSTRVM SOLUTIONS LIMITED