Specialist contact centre distributor Dacon has been appointed to handle
rostrvm OutBound, a sophisticated automated dialling and campaign-management
application throughout the UK's small to medium contact centres..
Improved Agent Productivity
rostrvm OutBound eliminates the time agents spend manually dialling calls.
Industry research suggests that up to 60% of an outbound agent's time is
taken by attempting to get through to a customer.
By only passing answered calls to agents, it allows them to concentrate
their time on interacting with customers. When being used for predictive
dialling, OutBound is claimed to yield productivity improvements of up to
400% within the call centre.
Integrated Call Centre Services
OutBound can operate in three modes: preview, progressive and predictive
dialling. With preview dialling, agents view the customer's details before
dialling. After a supervisor-defined interval of time the customer is
dialled automatically. rostrvm OutBound then automatically disconnects
busy and unanswered calls. This can typically provide up to 11 contacts per
agent, per hour.
With progressive dialling, the first dialling record is presented to the
agent and is dialled immediately. The progress of the call is then
monitored by the software, Typical contact rates for progressive dialling
are 20 - 25 contacts per agent, per hour.
rostrvm OutBound is compatible with leading ACD and call routing systems
including Rockwell's Transcend, Aspect CallCenter, Avaya Definity and
Siemens Realitis DX. The solution also includes anti-nuisance features, to
minimise intrusiveness of calls dialled ahead.
Dacon's general manager Andy Seath commented: "With royalblue's rostrvm
solution we now have the leading outbound offering to add to Rockwell's
world class inbound pedigree. Working with Rockwell's Transcend contact
centre it gives our Resellers access to the richest feature set in our
chosen market space for as few as 8 agent seats. It's a key addition to our
Jim de Placido, Managing Director for rostrvm at royalblue commented: "The
agreement with Dacon represents another important step in the development of
our Channel Partner programme, building on our close relationship with
Rockwell Electronic Commerce. Through Dacon and their reseller partners, we
can now offer the many benefits of the rostrvm product range, currently
being enjoyed by users of Rockwell's Spectrum platform, to the Transcend
user community. This extends royalblue's reach into the SME contact centre
market and brings to the Transcend customer all the functionality and
benefits traditionally only available to larger contact centre operators."
Issued on behalf of Dacon, contact:
John Bell, 01442 275224 /
Tel: 01625 511966
Royal Blue contact:
Tel: 01483 744231
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