R Systems Europe Implements Vertical Solutions to Support Complex BPO/Contact Center Environment

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VSI’s highly flexible, customizable, and segmented solution enables company to automate business processes and manage multichannel/multilingual support

Cincinnati, OH — September 18, 2012 — Vertical Solutions, Inc. (VSI) announces that R Systems Europe B.V., a 100-percent subsidiary company of R Systems International Limited, purchased 400 licenses of VSI’s CRM/contact center solution VContactCenterTM. R Systems Europe provides multichannel and multilingual BPO and contact center outsourcing services, and chose VSI’s VContactCenter solution for its flexibility and ability to manage its clients’ complex support needs.

R Systems Europe manages campaigns for numerous clients on a variety of channels, including inbound and outbound phone and email. Each client has different service level requirements, warranty rules and types, and business processes. In addition, R Systems delivers support in more than 18 languages. The company has identified more than 520 different contact types it needs to support based on these and other criteria.

“We needed a system that was highly flexible, highly customizable, and could manage multiple channels and languages,” says Endre Ruttkay, Resource Manager, R Systems Europe. “We found all of this with VContactCenter – other CRM solutions could not manage our complex customer base.”

The VContactCenter application enables R Systems to segment data for its various clients. Instead of having to go into the database to segment the data, or create another version of the application to accommodate segmentation, VContactCenter quickly and easily creates a data segment at the application level. When R Systems adds new clients to its portfolio, it can create secure, segmented data, call forms, and processes without custom programming. R Systems’ agents can access multiple call forms to support a variety of clients, each using its own data, business processes, rules, SLAs, channels, and languages.

In addition, VContactCenter’s drag-and-drop BPM technology enables the client operations managers within R Systems Europe to create or modify business processes, including call forms, without external programming services. The company is building a library of business processes that it can customize for each client, and that can handle complex tasks. One essential area is managing advanced email processes: the company can use different workflows to direct emails internally to the right group or person based on key words, to change values and data on the request, or to issue emails to customers based on business criteria such as when a case is open for a defined period of time. These processes can be building blocks for more complex processes based on email data.

VContact Center runs as an installed system or via the public or private cloud; R Systems Europe will use the application via its internal, private cloud.

“R Systems Europe must tightly manage the support processes of multiple clients, in multiple languages, and via multiple channels,” says Ron Wegmann Sr., CEO of VSI. “Our VContactCenter solution was designed for this type of complex environment, where support drives the business. We are delighted to be the solution of choice for R Systems.”

About R Systems Europe, B.V.
R Systems Europe, B.V. delivers high-quality BPO and customer contact services for clients in various sectors, with the emphasis on media/entertainment, medical/healthcare, retail, technology and telecommunications. It is 100% subsidiary of R Systems International Limited.

About R Systems International Limited
R Systems International Limited founded in 1993, is one of the leading provider of outsourced product development and customer support services. We help companies accelerate the speed to market for their products and services with a high degree of time and cost predictability by using our proprietary pSuite framework. Clients can choose services specific to their needs from R Systems iPLM suite of services. We help companies build scalable, configurable and secure products and applications; and help our clients support their customers worldwide for products and services using our global delivery model in 18 languages. R Systems rapidly growing customer list includes a variety of Fortune 1000, government and mid-sized organizations across a wide range of industry verticals including Banking and Finance, High Technology, Independent Software Vendors, Telecom and Digital Media, Government, HealthCare, Manufacturing and Logistic Industries. R Systems maintains thirteen development and service centres and using our global delivery model we serve customers in the US, Europe, South America, the Far East, the Middle East and Africa.

About Vertical Solutions, Inc. (VSI)
Vertical Solutions, Inc. develops, implements, and supports best-in-class CXM, CRM Contact Center and Service Management solutions, including PowerHelp® and its new generation technology solutions, VContactCenter™, for internal, external, and hybrid contact centers, and VServiceManagement™, for customer support, field service, and mobile environments. These application systems are built on a SOA-compliant, cloud-based technology platform and are delivered as a service or on-premise in a private or public cloud environment. VSI’s applications are flexible, integrate easily with legacy systems, and offer rapid deployment times, driving down TCO and delivering high ROI. VSI is a cloud partner of NetSuite and IFS, and is headquartered in Cincinnati, OH, with offices and additional partners worldwide. For more information, visit www.VertSol.com or call 1.800.466.0238.

Contacts for Vertical Solutions

Kim Brault, Marketing
+1 513.891.7997
[email protected]

Alison Harris
Harris Media Services
+1 207.829.4500
[email protected]

Contacts for R Systems

Sidhartha Dubey, Managing Director
+31 (0) 53 486 00 22 / +1 (916) 830 8760
[email protected]

Hans Huisman, Business Development Manager [email protected]

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