About GDCC
With over 170 agents, GDCC are one of the largest fully independent CATI fieldwork companies in Europe.
And they are busy. They operate around the clock 7 days a week, providing international telephonic and mixed mode fieldwork services to leading market research agencies. From a single base in Rotterdam, Netherlands, GDCC run simultaneous campaigns in many languages to many countries, specializing in the EMEA timezones. They utilize a wide range of native speakers to obtain consistently high quality results and have expertise in handling B2B campaigns with more difficult conditions, e.g. low connect rates, high proportion of bad numbers, high proportion of short duration calls.
After many years of their agents working either by dialing manually or through an old predictive system, GDCC were looking for a way to cope with the ever increasing demand from their customers without the expense of expansion or relocation. They decided it was time to upgrade, attracted by the potential increase in agent time utilization, which would mean faster completion of campaigns.
The requirements
The chosen dialing solution had to meet several criteria. The solution must:
- be able to integrate quickly and tightly to their agent desktop CATI products (Nebu, Nipo and Quancept)
- be able to run campaigns with different CATI systems simultaneously
- be able to run in preview mode when required
- provide efficient and flexible call recording and retrieval as standard
- enable easy monitoring of conversations for verification and quality assurance, either locally or remotely, plus coaching when required
- be able to deliver effective performance under GDCC’s typically difficult campaign conditions
- be able to utilize VoIP using desktop softphones
- retain commitment to quality through very low incidence of nuisance calls
- support home workers
- support low cost long distance routing
- support dedicated port utilization per country
The trial
In March 2008 GDCC chose Sytel as a best fit for these criteria, after recommendations from both Nebu and Nipo, and after an extensive survey of the market. GDCC embarked on an extensive in-depth free trial of the Sytel contact center suite onsite. Sytel sent an experienced engineer to the Netherlands to oversee the process. Additionally, Sytel provided comprehensive support, advice and remote assistance to the inhouse IT team both during initial setup and throughout the trial period, in order for GDCC to gain maximum benefit from the Sytel software.
During the trial, GDCC used the advanced configurability of Sytel software to:
- adjust telephony settings to cope with the particular conditions of individual countries and campaigns
- make TDM as well as IP calls
- assign ports to Europe and the Middle East via least cost routing
- archive call recordings to servers offsite
- run campaigns concurrently on several CATI systems.
As with all trials, obstacles arose that needed to be overcome. For instance, communication issues were quickly resolved thanks to Sytel’s close partnership with the CATI providers. And when GDCC experienced very low connect rates, Sytel advised on issues of list organization to bring connect rates up.
The result
Very soon, GDCC were conducting trial projects into Europe and the Middle East, and buying in and configuring new ISDN bundles to make best use of extra dialing capacity. Over the course of the trial, they used the feedback gained through Sytel reporting software to gain maximum predictive value.
At the conclusion of the trial, GDCC found that they were completing campaigns up to 40% faster than expected with their previous system.
GDCC Managing Director Kees-Jan Mars commented
“The Sytel dialer delivers excellent predictive performance on our market research campaigns at amazingly low levels of nuisance calls, and their support is second to none.”
Sytel’s commitment to service excellence plus GDCC’s trademark quality of service continues to be a winning combination.
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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
Optimise agent usage and balance workloads in real-time without human intervention, 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 SMBs 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
Debt Collection
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