23 Feb 2005
Wandsworth Residents Benefit From Less Taxing Call Centre
Logicalis deliver Rostrvm integrated Call Centre utilising all existing systems to exceed Government performance levels
Logicalis, the assured application infrastructure provider, today announced it has successfully completed the first stage of a large call centre project for Wandsworth Council. The project is the first of its kind in the UK to take an existing multi-vendor, multi-application IT and telecoms environment across multiple departments and transform it into a innovative customer facing service delivery call handling solution designed to exceed the public access key performance indicators as laid down in the UK's national Government Charter Mark standard.
‘Delivered on time and within budget, Wandsworth Council has been able to offer best value for money by utilising their existing investment in technology and systems. This new customer focused call handling infrastructure has been designed to deliver a service which directs callers enquiries direct to the department and key knowledge base needed. Operators can now handle enquiries and call transactions far more efficiently and considerately than ever before." Said Tom Kelly, Managing Director at Logicalis UK.
The project utilises Rostrvm Solutions Call Centre software, integrated and managed by Logicalis over an existing Ericsson MD110 PBX infrastructure and multiple IT systems. All these systems run function specific software and applications to deliver department level virtual Call Centres capable of handling an increasing level of calls and email enquiries. The first phase of the project to go live is within the Council Tax and Benefits section with Housing with other departments to follow.
Speaking about the project, Head of Council Tax & Benefits, Ann Smith said. ‘Customer focus is a key objective of the Council, as is the delivery of a quality service at the lowest cost. This new unified call handling system, should achieve both objectives. Our Call Centre has been able to adopt this new system without any service interruption or down time. In addition, the added features and functionality has enabled us to improve customer handling as calls are automatically routed to the right people with the appropriate skill sets.
The new system gives the service flexibility that was previously missing. Customers have options to either wait in a queue or have the Council call them back. This facility is popular and gives the Council greater flexibility.
‘Rostrvm Solutions software was chosen because of its ability to work over multi-vendor platforms and hook into multi-vendor applications, thereby offering a transparent and accelerated low cost of deployment,' said Peter Brown, Sales Director of Rostrvm. ‘By optimising what Wandsworth have, and blending it into existing desk-top environments, databases and CRM systems, it has enabled them to introduce a new customer experience at a low cost when compared to a re-fresh. A particularly good example is the QueueBack facility; callers no longer have to wait in queues at busy times, by keying in a number and leaving a message with a telephone number, as soon as that call hits an available agent, the call turns into an outbound call direct to the customer. This feature has literally left callers ‘gob-smacked'.' Added Brown.
Logicalis has been responsible for the complete design, planned integration and ongoing management of the service. The Call Centre software provided by Rostrvm includes their CallDirector, QueueBack, AutoAgent, CallManager and SuperVisor suite of products.
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Logicalis
Logicalis UK consults, builds, supports and manages assured application infrastructures for business critical processes. Specialising in IP Communications, Storage and Security, Logicalis' team of experienced network experts design, deploy, maintain or manage high-performance networks and complex IT infrastructures for a wide range of UK businesses – from SME to Enterprise and Public Sector bodies.
Committed to providing customers with compelling solutions, Logicalis evaluate the business issues and objectives through its pioneering specialist Practice Model prior to proposing the deployment of any IT investment.
Logicalis UK is a part of the Logicalis Group of companies that employs 750 people worldwide, with offices in the UK, Argentina, Brazil, Paraguay, Uruguay, Germany and the USA.
Rostrvm Solutions
Rostrvm Solutions Limited is a software company. We design, develop and support the rostrvm suite of applications that make call centres work efficiently and effectively.
Rostrvm was established in 1986 as a division of royalblue, the financial trading applications company. Today, Rostrvm Solutions is privately owned and based in the UK in Woking, Surrey.
As a privately held company we maintain a strong culture of independence that 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.
Our rostrvm application suite helps organisations to achieve and exceed business objectives whilst delivering personalised customer service.
For further information contact
Charlotte Sandy or Barrie Desmond
Tel: 01291 626200
charlottes@cohesive.uk.com
barried@cohesive.uk.com