BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion

Industry: Market Research
BVA Group choose Sytel’s AI Dialer as the “best dialer solution” to integrate with new software only CATI platform.

About BVA Group

BVA Group is a full-service research and consulting company specialising in behavioural sciences, ranked in the top 20 worldwide.

BVA Group operates for both for public and private clients and is a European leader in customer experience research.

BVA Group is based in Paris, with offices in New York, Chicago, London, Geneva, Hamburg, Frankfurt, Rome, Milan, Hong Kong, Shanghai and Singapore.

BVA Group logo

The requirements

Having made the decision to replace their CATI telephone interviewing software, BVA Group opted for the Forsta (formerly known as Confirmit) Horizons platform. Research and evaluation into the best dialer solution to use with the platform led them to Sytel, who have a ready-to-go integration with Forsta Horizons CATI. The key requirements for the replacement platform were:

  1. Tight integration between the dialer and Forsta Horizons CATI
  2. Support for both call center and home-working agents i.e. WebRTC with no software installed on the desktop
  3. Software only, to be located in their data centers
  4. Voice recording
  5. Real-time and historical reporting with customisation
  6. Responsive out-of-hours support.

 

The Sytel CATI dialer integration

Sytel worked alongside the BVA team installing the required Softdial Contact Center ™ (SCC) modules at an Kyndryl-managed data center in Paris, connected to the Horizons CATI. Modules used included Sytel AI Dialer™, Softdial Reporter™ 5, Softdial Recording Monitor™ and Softdial Media Server™ and Softdial Global Compliance ™.

After vigorous testing procedures were carried out, BVA launched the new platform with a 65-seat project: a French government survey for the Ministry of Agriculture.

Sytel recommended that BVA trial a more efficient voice codec to increase voice throughput on their existing network, which BVA then adopted.

The survey project was split between BVA and one of their competitors. On completion, BVA were very impressed by the performance of the system which contributed to the total success of this project.

The result

As a result of the success of the project, BVA decided to migrate all projects to the Sytel/ Forsta system, expanding capacity initially by a further 150 seats.

Arnold Haine, COO of BVA Group, commented

“We have certainly chosen a fantastic dialer that integrates very well with our Horizons platform.

 

The teams from Sytel and Forsta work very well together delivering a service that is very well coordinated. We are looking forward to expanding the partnership with Sytel in 2022.”

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMEs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care