Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution

Industry: Market Research
Kantar streamlines its global market research centres with Sytel's cloud-based Softdial Contact Center™ (SCC) platform
Kantar logo

Background

Kantar is the world’s leading evidence-based insights and consulting company, with a complete, unique and rounded understanding of how people think, feel and act, globally and locally in over 90 markets.

The requirements

Kantar had been operating with an on-premise solution in individual centres in different countries, but to streamline their global CATI market research centres, Kantar was looking for a central cloud-based Contact Center as a Service (CCaaS) platform.

The chosen platform had to be:

Kantar CCaaS platform requirements

The Sytel solution

Sytel has integrations with most of the leading CATI vendors, including Kantar’s own solution from NIPO. We had previously worked with NIPO connecting to Kantar owned companies and independent organisations globally.

Attracted by this ready to go NIPO integration, Kantar opted for Sytel’s Softdial Contact Center™(SCC) platform. So that individual Kantar sites had no need to procure and manage infrastructure, SCC was deployed as a fully managed solution in a test environment in the cloud. SCC’s modular nature meant that Kantar had the flexibility to suit their requirements.

The cloud solution would enable the interviewers to work from home using WebRTC. There is no local software required with WebRTC; the interviewer connects to the Sytel platform via a web browser and just needs a headset for the conversation. When the global pandemic hit in 2020, Kantar interviewers were able to work from home immediately.

Other SCC modules utilised by Kantar include Softdial Telephony Gateway™(STG), AI Predictive Dialer, Softdial Reporter™5 and Softdial Recording Monitor™, providing Kantar with a central call recording and archiving facility.

Sytel carried out customisations to fit Kantar’s needs. These included providing individual and centralised reports and a customised supervisor console specific to Kantar.

Kantar CCaaS deployment

The result

The platform supports the expected load of 3500+ concurrent telephone interviewers across 25+ countries. The central global cloud solution allows for instant and rapid growth as new countries join up, with operations in multiple countries scheduled for 2022. Kantar can work on a single campaign locally or a global campaign with more than one country contributing.

Dave Murray, Director of Technical Solutions at Kantar, commented:

“Sytel’s solution supports multiple, segregated tenants, which allows our operating companies to remain separate, keeping control of client sensitive data and deploying their own local configurations to maintain compliance and productivity. Sytel’s extensive experience, in both cloud hosting operations and support for CATI, together with their global leadership in predictive dialing were the key determinants in choosing them as our partner for this company critical activity”.

Michael McKinlay, CEO of Sytel, stated:

“This project takes advantage of our all round strengths in offering cloud solutions, and we are delighted to have been chosen by Kantar to be their partner on this global project. Cloud operations can play a major role in improving business efficiency and yet allow local companies to still operate autonomously, as is the case with Kantar.”

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 channels

All Media Channels

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

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

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