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.
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:
- Tight integration between the dialer and Forsta Horizons CATI
- Support for both call center and home-working agents i.e. WebRTC with no software installed on the desktop
- Software only, to be located in their data centers
- Voice recording
- Real-time and historical reporting with customisation
- 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.”
