GfK (Global) – Central Deployment with Local Breakout

Industry: Market Research
Interoperability between the Sytel core and the local in-country Media Server is achieved via very light, low-impact control traffic.

About GfK

GfK is one of the world’s leading market research companies, with several thousand interviewers around the world, based both in call centers and at home.

GfK logo

The requirements

“Following the successful global deployment of our one-network approach, it was clear we needed a SIP-based dialer that could be deployed globally utilising its new infrastructure.”

said David Dobson, GfK Global Operations & Infrastructure Director.

The Sytel solution

The Sytel platform was selected, providing a flexible approach whereby local needs were harmonised and a single Sytel dialer could be housed within GfK’s centralised global hub with each contact center site having its own telephony server.

Dobson added:

“The big benefit is the ability to launch calls locally as required, without compromising expensive global bandwidth. Interoperability between the Sytel core and the local in-country Media Server is achieved via very light, low-impact control traffic.”

GfK - Centralised Global Predictive Dialing with Local Breakout

The result

Describing the impact for GfK, Dobson explained:

“Our new system reduces running costs in several ways. Firstly, it enables local PSTN access for each country, so our interviewers on global projects are in effect making local calls, significantly reducing call costs over our previous system.”

 

“Secondly centralisation means that we don’t need trained IT staff in every country in which we have a presence. As all component parts of Sytel platform can be virtualised, our rollout team in Germany has been able to rapidly deploy Media Servers in multiple countries.”

In conclusion:

“The Sytel platform has achieved certification by both our Computer Aided Telephony Interviewing (CATI) software provider, and our global network vendor. This gives us peace of mind that whether we set up a local access point in Paris or Kuala Lumpur, the Sytel dialer will work out-of-the-box with the surrounding infrastructure.”

 

“And as an extra benefit the Sytel platform stood out for us because the predictive dialler component gives a much greater boost in interviewer productivity over progressive dialing than any other dialler we have used or considered. Greater productivity keeps our customers happy and gives us an immediate return on investment.”

Sytel CEO Michael McKinlay commented:

“As well as the unbeatable interviewer talk time our dialer provides, we offer a ‘concurrent usage’ licensing model. This allows GfK to share their licenses across the globe, so as one country finishes a shift, another can start, using the same licenses. It gives them global calling for a fraction of the license cost of other systems.”

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

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  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

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  • Integration Via APIs

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  • 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

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  • IVR, Bots & Conversational AI

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  • 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

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    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