Survox CATI (formerly CfMC’s Survent) – Sytel Dialer Solutions

Sytel has extensive experience working with CATI products and doesn't just integrate with Survox CATI (formerly CfMC's Survent) but provides robust support to help ensure non-stop productivity.

Key Features

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Full hosting capabilities
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Supports predictive, preview and progressive dialing
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Secure multi-tenancy throughout
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Remote management capability
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Real-time reporting
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Scalable from 4 – 10000+ users
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Supports distributed and home workers
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Message playback
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Multi-language support
Survox CATI (formerly CfMC's Survent) - Sytel Dialer Solutions

A software-only dialer fully integrated with CfMC®

Sytel’s Softdial Contact Center™ (SCC) and Predictive Dialer solution is fully integrated with Survox CATI (formerly CfMC®’s Survent™).

Built for Market Research

Sytel has extensive experience working with CATI products and doesn’t just integrate with the Survox CATI (formerly CfMC®’s Survent™) product but provides robust support to help ensure non-stop productivity. The predictive dialing performance is simply best in class and can deliver significant benefits, even on campaigns with long talk times.

Minimal IT requirement

Sytel solutions for market research are delivered as software only and are quick to integrate and easy to manage, keeping your IT costs down and delivering a faster ROI.

Deployment without disruption

Deployment is easy, quick and clean. A Sytel solution can be up and running in days, not months, with no impact on your day-to-day operations. When you are ready, the shift is easy.

One dialer, multiple sites

Many physical sites can be driven by a single central dialer, which continually maximizes agent productivity by balancing the load.

One dialer, multiple CATIs

Campaigns can be run simultaneously using different CATI systems, each tightly integrated with the dialer, giving you freedom to choose the best CATI tool for each individual job.

Predictive capability, without peer

Sytel’s world-leading algorithms and its unique agent management system means that the predictive benefits, for the first time in the industry, can significantly impact the bottom line.

VoIP as standard

As well as saving you money on calls, native VoIP support means that Sytel solutions can be software-only. This removes the need for expensive telephony hardware, and means you can buy your servers locally, avoiding expensive shipping costs.

Powerful IVR

Use our powerful visual scripting tools to utilize outbound IVR as a gateway to agents or even create an IVR-only campaign.

Versatile call recording

Conversations can be recorded as required: every call, per campaign, team or agent, even triggered at a certain point in a script. Recordings are archived and can be searched and played quickly and easily.

Monitoring and coaching

Live interviews can be monitored remotely. Sometimes you need covert access, sometimes you need to enter the conversation. The functionality you expect is a button-click away. Using native multi-tenancy, supervisor access can be limited to specific campaigns only.

24/7 support

No matter where you are in the world, we offer a response time of just 1 hour, backed up by remote support from qualified and knowledgeable engineers.

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