February 21, 2016
Nottinghamshire County Council has deployed the rostrvm Contact Centre application suite at a new Customer Service Centre in Hucknall, Nottinghamshire.
The call centre software was deployed in conjunction with Ericsson PBX technology. It enables calls to be efficiently distributed to advisors at the Centre who use the rostrvm desktop application to answer and process calls.
The new Centre is part of the Council’s Access & Communications programme. Research by the Council highlighted the importance of telephone access to Council services – 76% of respondents said that the telephone was their preferred method of contact.
With this in mind, the Council provides residents with a single golden number, with which to access over 360 Council services via the Centre.
As well as managing calls, the rostrvm software also provides management information, allowing advisor activity to be measured on the phone and whilst performing administrative tasks.
The next stage of the rostrvm technology deployment will include CTI integration with the Council’s chosen CRM system. This will provide advisors with access to both the customer contact and the underpinning databases, and advanced telephony control.
The rostrvm application is being delivered by ICT solution provider, Logicalis.