Sytel Drives Simultaneous CATI Systems For GDCC

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.

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

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

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

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

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

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 dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • 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

  • Sales & Telemarketing

    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