Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
February 12, 2013
By Amanda Ciccatelli
, TMCnet Web Editor
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
But, the reality is call volumes fluctuate weekly, daily and even hourly. Fortunately, modern call center technology has made innovative software available to help make the call center as productive as possible. A clear and well thought out strategy coupled with access to the right tools can help make this a reality.
Storacall Voice Systems, a developer of call recording, analytics and agent performance systems, has decided to enter into a strategic and technical partnership with Rostrvm Solutions (News - Alert), a supplier of a platform independent predictive dialer and call center software. In this partnership, Storacall‘s call recording systems have been integrated with Rostrvm’s call center software to provide a seamless contact management and call recording solution - a development that will enable users to maximize productivity, efficiency and improve customer service, all from one platform.
“This development means that existing users of Storacall recording systems can move to Rostrvm’s inbound and outbound call handling solutions without the recorder becoming redundant, and Rostrvm users can add a Storacall recorder knowing that it will be fully compatible with their existing infrastructure,” said Alex Leighton, marketing manager at Storacall, in a statement.
The new integration of the two companies now enables Storacall recorders to support the broad range of Rostrvm inbound and outbound capabilities including predictive, preview and manual dialing, inbound ACD calls, transferred calls, conference calls and the Rostrvm “Clipboard.”
This solution also allows managers to search for calls based on criteria such as caller, called number, agent, device, direction, date, time as well as Rostrvm call reference or clipboard data. This enables a specific call to be identified and played back immediately. The solution also makes it possible to replay calls based on information provided by Rostrvm’s call center management software.
Additionally, the integration ensures compliance with FSA and PCI (News - Alert) data security standards. The scripting function of the rostrvm CallGuide software signals to the Storacall Recorder that the payment portion of the call is coming up, enabling the recorder to pause so that the customer’s card details aren’t recorded.
Leighton added, “In addition, current users of both Storacall and Rostrvm software will be able to upgrade to a fully integrated version.”
Edited by Jamie Epstein