Winners and Losers – January 2016

This month we bring you news from rostrvm, the Welsh Contact Centre Forum, injixo, ZOOM International and NewVoiceMedia.

Nominees selected for Welsh Contact Centre Awards shortlist

The nominees for the 18th Welsh Contact Centre Awards have been announced by the Welsh Contact Centre Forum.

The awards celebrate both individuals and companies for their contribution over the last twelve months to Wales’ £650m contact centre industry.

“I love being able to inspire people to be their best personal and professional self,” said Norton Hill, nominated in the Team Leader category. “This job allows you to bring your personality to the role and influence and support people in a positive way. I’m incredibly surprised but ecstatic to have been nominated.”

Guests will include finalists from organisations including Media Wales, Virgin Media, Admiral, EE, Barclays, British Gas, BT, Deloitte and CGI.

---

30th birthday celebrations for rostrvm

The rostrvm contact centre software suite is celebrating 30 years in the industry.

Here they take a look back over some of the milestones:

• The Eighties – 1986 and Rostrvm was founded in Woking, Surrey and IBM unveiled the PC Convertible, the first laptop computer.
• The Nineties – The 1990s were all about growth, and the call centre industry expanded from an ‘inbound’ customer service focus to incorporate proactive technologies such as the rostrvm predictive dialler.
• The Noughties – By 2000, when the emphasis was on improving productivity, Rostrvm was already providing technically advanced products which enabled call centre blending, as well as developing innovative support tools for agents.
• The 20 tens – Rostrvm introduces a modular contact centre software suite, including multimedia channel handling, scripting and desktop data management applications. All can be deployed either on site, hosted or in the cloud.
• The future – The company’s workforce, some of whom have been with the company since the beginning, are positioned to take the company forward and look after its customers.

Click here to read Rostrvm’s full history of milestones

---

New training videos for injixo

injixo have announced some new enhancements to their video set.

• The injixo cookbook – Applying a cookbook metaphor, they have created and organised videos into programmes called Ingredients (the functional components of injixo in categories Administration, Forecasting, Scheduling and Reporting) and Recipes (explaining how to assemble the ingredients to achieve a WFM outcome). There is a ‘welcome’ programme for new users, which continues the cookbook metaphor by introducing the injixo user interface conventions as Utensils. There is a video programme concerning Xlink, the mechanism which enables injixo to capture ACD data.
• Agent training – Training videos describing the agent portal injixo Me. Now that agents can access learning about Me, roll-out of the agent portal will incur even less effort for the planning department, both initially and on an ongoing basis. (Intentionally only the injixo Me training videos are available to agents.)
• Progress tracking – Users can now track their learning progress with an online dashboard. To access this, select Learn >> Statistics >> injixo.

---

ZOOM receives top scores in DMG’s Customer Satisfaction Study

ZOOM International has received a perfect score in every vendor satisfaction category in DMG Consulting LLC’s 2015-2016 Workforce Optimization (WFO) Vendor Satisfaction Analysis.

The scores reflect ZOOM’s strong commitment to customer satisfaction in product features and innovation, as well as customer service and training.

“Last year we set the bar very high, and this year we were still able to lift it,” said Simon Vostry, CEO and founder of ZOOM International. “We are extremely proud of being rated so highly for customer satisfaction again, since helping organisations improve their customer service is our core business.”

---

NewVoiceMedia announced as finalist for three Cloud Awards

NewVoiceMedia has been named a finalist in the Best SaaS, B2B Customer Excellence and Cloud CRM Solution of the Year categories of the 2015-16 Cloud Awards Programme.

The company was recognised for its cloud customer contact platform that enables customers to deliver personalised customer experiences and drive a more effective sales and marketing team.

“We are delighted to be named as a finalist in three categories of the Cloud Awards,” said Jonathan Gale, CEO of NewVoiceMedia. “Being shortlisted for these awards underscores our commitment to elevating the customer experience and boosting business results. We look forward to hearing what the judges have to say”.