Sytel Extends Global Executive Interviewing For MRops

Industry: Market Research
Sytel proposed a design for MROPS' contact center software infrastructure allowing them to further expand the business in Toledo, London and Hong Kong.

About MROPS

MROPS conducts global business-to-business market research, with offices in the US (Philadelphia, Toledo and Minneapolis), India (Hyderabad), Hong Kong and the UK (London). MROPS specialises in interviewing high level global corporate executives, and hires and retains the highest quality Executive Interviewers to conduct the interviews.

Sytel was invited by MROPS to propose a design for contact center software infrastructure that would allow them to further expand the business in three key centers: Toledo, London and Hong Kong.

mrops logo

Requirements

The proposed solution had to provide the following features:

  • Integration with multiple CATI platforms
    Connecting to both NIPO and Confirmit CATI platforms, allowing Executive Interviewers to work on either platform from any of the company’s current or future locations.
  • Centralised licences in the cloud
    Licences had to be centralised in the company’s Toledo Executive Interviewing Centre. This would allow both a high level of security and centralised management. It would also reduce the number of licences required, as a ‘concurrent use’ model significantly reduces the costs associated with stand-alone centers.
  • SIP connectivity with MRops’ chosen ITSP
    MRops appreciated the benefits of SIP and needed to work with a partner who could locally source the best quality. For any telephone interview, it is essential that the audio quality is good, but for MROPS it must be impeccable. The connection also had to provide high availability, with fast disaster recovery facilities.
  • Support for home/ remote workers
    MROPS employ the very best Executive Interviewers. It requires a great deal of experience to interview the countries busiest directors. Therefore the system had to provide simple, secure connectivity over the public Internet.
  • Connection to the MRops network of Distributed Interviewing facilities
    The new system must offer the flexibility to connect to MRops Distributed Interviewing Network; for example to run occasional short-term campaigns in a new territory.

Implementation

Sytel installed a system to service all the above requirements, and with the following advantages:

  • Local Executive Interviewers can use local trunks yet utilise the dialler licences located in the MROPS Data Centre, by installing additional local telephony gateways.
  • As call progress signals can differ from country to country, each local telephony gateway can be fine-tuned to maximise the accurate detection of local signals.

During the installation Sytel worked closely with the MROPS directors and their technical and project management partner KITE Systems, based in Hong Kong. The project was delivered on time and on budget.

Sean Ivory, Director of Global Executive Interviewing, commented “Our vision was to create a Global Executive Interviewing solution for our clients, with standardized process, systems and local knowledge. With the introduction of our Sytel/Confirmit/SONAR (our proprietary CATI management tool) Technology solution, we now have a truly global, robust and scalable Executive Interviewing platform.”

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