GDCC (Netherlands) – Central Deployment Driving Multiple CATI Platforms

Industry: Market Research
With over 170 agents, GDCC are one of the largest fully independent CATI fieldwork companies in Europe. And they are busy, operating around the clock 7 days a week. GDCC chose Sytel to drive their various CATI systems.

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.

GDCC logo

The requirements

The chosen dialing solution had to meet several criteria. The solution must:

  1. be able to integrate quickly and tightly to their agent desktop CATI products (Nebu, Nipo and Quancept)
  2. be able to run campaigns with different CATI systems simultaneously
  3. be able to run in preview mode when required
  4. provide efficient and flexible call recording and retrieval as standard
  5. enable easy monitoring of conversations for verification and quality assurance, either locally or remotely, plus coaching when required
  6. be able to deliver effective performance under GDCC’s typically difficult campaign conditions
  7. be able to utilize VoIP using desktop softphones
  8. retain commitment to quality through very low incidence of nuisance calls
  9. support home workers
  10. support low cost long distance routing
  11. 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), 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