Rostrvm Solutions

rostrvm Cloud Contact Centre Service

rostrvm delivers contact centre applications to support your customer service teams. The service performs call routing, agent support, campaign management and reporting for your telephone based call centre. Services for email, SMS and web chat contact are available as service add-ons.

Features

  • Inbound contact handling with intelligent queueing and skills-based, multi-channel ACD
  • Outbound contact management with automated dialling and manual calling
  • Automation and self-service with IVR and auto-attendant
  • Integrated email, SMS and web chat contact handling
  • In-call scripting for your people with business outcome capture
  • Screen-pop and auto-update for your desktop
  • Call recording and retrieval with meta data tagging
  • Operational and business outcome reporting with real-time displays and dashboards
  • UK based service and support from knowledgeable experts

Benefits

  • Enhance current capabilities without replacing what you’ve already got
  • Overlay existing telephony and IT for quick deployment of services
  • Implement joined-up contact strategies for a better service experience
  • Support location independent working for flexibility and business continuity
  • Drive consistent call handling processes for compliance and best practice
  • Monitor resources, productivity and outcomes for improved efficiency and effectiveness
  • Put your people in control with intuitive interfaces and tools

Pricing

£60 per user per month

  • Minimum contract period: Month
  • Excluding VAT
  • Trial option available

Service documents

G-Cloud 8

913045053406762

Rostrvm Solutions

Simon Gaut

08432 163500

publicsector@rostrvm.com

Support

Support
Support service type
  • Service desk
  • Email
  • Phone
Support accessible to any third-party suppliers Yes
Support availability 08:30 to 22:00 7 days per week excl Xmas Day
Standard support response times 30 minutes
Incident escalation process available Yes

Open standards

Open standards
Open standards supported and documented Yes

Onboarding and offboarding

Onboarding and offboarding
Service onboarding process included Yes
Service offboarding process included Yes

Analytics

Analytics
Real-time management information available Yes

Cloud features

Cloud features
Elastic cloud approach supported Yes
Guaranteed resources defined Yes
Persistent storage supported No

Provisioning

Provisioning
Self-service provisioning supported No
Service provisioning time Provisioning typically takes 3 weeks from gathering requirements
Service deprovisioning time 3 hours

Open source

Open source
Open-source software used and supported Yes

Code libraries

Code libraries
Languages your code libraries are written in
  • C++
  • JavaScript
  • HTML5
  • Oracle MySQL
  • TCL

API access

API access
API access available and supported Yes
API type RESTful

Networks and connectivity

Networks and connectivity
Networks the service is directly connected to
  • Internet
  • Other

Access

Access
Supported web browsers
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
Offline working and syncing supported No
Supported devices
  • PC
  • Mac
  • Smartphone
  • Tablet

Certifications

Certifications
Vendor certification(s)
  • Oracle Development Partner
  • Microsoft Developer Network
  • ISO 9001:2008

Data storage

Data storage
Datacentres adhere to the EU code of conduct for energy-efficient datacentres Yes
User-defined data location Yes
Datacentre tier TIA-942 Tier 4
Backup, disaster recovery and resilience plan in place Yes
Data extraction/removal plan in place Yes

Data-in-transit protection

Data-in-transit protection
Data protection between user device and service

Asset protection and resilience

Asset protection and resilience
Datacentre location
Data management location
Legal jurisdiction of service provider UK, assured by Contractual commitment
Datacentre protection Yes, assured by Service provider assertion
Data-at-rest protection
Secure data deletion Other erasure process, assured by Service provider assertion
Service availability 99.99%, assured by Service provider assertion

Separation between consumers

Separation between consumers
Cloud deployment model Private cloud, assured by Service provider assertion
Type of consumer Anyone - public, assured by Service provider assertion
Services separation Yes, assured by Assurance of service design
Services management separation Yes, assured by Assurance of service design

Governance

Governance
Governance framework No, assured by Service provider assertion

Configuration and change management

Configuration and change management
Change impact assessment Yes, assured by Service provider assertion

Vulnerability management

Vulnerability management
Vulnerability assessment Yes, assured by Service provider assertion
Vulnerability monitoring Yes, assured by Service provider assertion
Vulnerability mitigation prioritisation Yes, assured by Service provider assertion
Vulnerability tracking Yes, assured by Service provider assertion
Vulnerability mitigation timescales Yes, assured by Service provider assertion

Event monitoring

Event monitoring
Event monitoring Yes, assured by Service provider assertion

Incident management

Incident management
Incident management processes Yes, assured by Service provider assertion
Consumer reporting of security incidents Yes, assured by Service provider assertion
Security incident definition published No, assured by Service provider assertion

Personnel security

Personnel security
Personnel security checks

Secure development

Secure development
Secure development Yes, assured by Service provider assertion
Secure design, coding, testing and deployment Yes, assured by Service provider assertion
Software configuration management Yes, assured by Service provider assertion

Supply-chain security

Supply-chain security
Visibility of data shared with third-party suppliers Yes, assured by Service provider assertion
Third-party supplier security requirements Yes, assured by Service provider assertion
Third-party supplier risk assessment Yes, assured by Service provider assertion
Third-party supplier compliance monitoring Yes, assured by Service provider assertion

Authentication of consumers

Authentication of consumers
User authentication and access management Yes, assured by Service provider assertion
User access control through support channels Yes, assured by Service provider assertion

Separation and access control within management interfaces

Separation and access control within management interfaces
User access control within management interfaces Yes, assured by Service provider assertion
Administrator permissions Yes, assured by Service provider assertion

Identity and authentication

Identity and authentication
Identity and authentication controls

Secure service administration

Secure service administration
Service management model

Audit information provision to consumers

Audit information provision to consumers
Audit information provided Data made available by negotiation, assured by Service provider assertion

Secure use of the service by the customer

Secure use of the service by the customer
Device access method
Training Yes, assured by Service provider assertion
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