EMRS (Australia) – Cloud Deployment with CATI Integration

Industry: Market Research
Australian market research company, EMRS, uses Sytel's Cloud Contact Center solution which enables agents based in the UK to take part in projects running in Australia.

About EMRS

EMRS, based in Tasmania, offers the full range of research methods, hosted in-house, yielding reliable high-quality data. The services offered are available to clients throughout Australia and beyond with telephone reach extending internationally and online surveys being conducted throughout the world.

emrs logo

The requirements

EMRS wanted to improve the automation of their contact centre and integrate the dialler activity to the CATI system. Agents were receiving a screen-pop showing the number that had been successfully dialled by the predictive dialler but were manually having to extract the associated customer information from the CATI system. This was a disjointed process for the agent and not a good experience for respondents who might be greeted by a flustered agent who didn’t know the respondent’s location until their details were manually located.

The solution

EMRS changed not only their existing dialler but also transferred to Confirmit as their new CATI system. Using Sytel’s predictive dialler is the best way to get maximum benefit from any sample, it generates excellent performance whilst generating a very low number of silent calls (i.e. abandoned calls). Keeping abandoned calls to a minimum is paramount as respondents are highly unlikely to answer a call from a number that delivered an abandoned call to them previously. The integration between Sytel and Confirmit’s CATI system provides a joined-up experience; the agent only sees the Confirmit applications while the Sytel dialler works seamlessly in the background.

Sytel was able to offer EMRS a cloud solution using Amazon Web Services (AWS), which avoided the need for any hardware to be purchased or installed. This not only made life much easier for EMRS, but the time required to become operational was very short.

Thomas Sturm, Operations Manager at EMRS commented

“I was impressed with how little interaction was required between EMRS and Sytel. The majority of communications were very straight forward and carried out by email, which was ideal because of the time difference between EMRS in Tasmania and Sytel in the UK.”

Telephony communication to the agent is provided using WebRTC, which encrypts all transmissions and provides a fully secure service. WebRTC is ideal for EMRS as the WebRTC softphone negates the need for any desk phones, the agent simply uses a headset.

The results

Sturm added

“EMRS has been able to use agents based in the UK to participate in projects run in Australia. The distance between them is not an issue at all, the voice quality is good and latency is low. When I have gone back and listened to the calls there is minimal delay in questions asked and the answers being given.”

Michael McKinlay, CEO of Sytel added

“We are thrilled that EMRS took our Cloud solution. It has enabled us to show the ease with which it can be deployed, regardless of the customer’s location. Furthermore, the flexible license plans that we offer suit EMRS perfectly as they frequently use the burst license feature to accommodate busy periods that exceed their regular call volumes.”

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type
  • Dynamic Workforce Management

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

  • 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

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment
  • 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™

    Best-of-breed predictive dialer; maximum 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

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app