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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

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

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

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

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

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

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

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

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app