Market Research

Best-of-breed predictive dialing with CATI integration

At a Glance

Markets - Market Research
Global leader in predictive dialing
Markets - Market Research
Premier partner in the Market Research industry
Markets - Market Research
Strict compliance limits included in design
Markets - Market Research
Flexible, reliable, powerful, easy to use and integrate
Markets - Market Research
Work-from-home agents, supervisors, admin staff

About Sytel’s Market Research Solution

Sytel develops and supplies the predictive dialer of choice for market research.

Sytel has extensive experience in working with market research software vendors to offer telephone interviewing to their customers, on both a standalone and a hosted basis. This, combined with excellent performance, makes Sytel the premier partner in the market research industry.

The Sytel AI Dialer™ is flexible, reliable, powerful, simple to use, easy to integrate and competitively priced. A full range of dialing options, including predictive, power, progressive and preview are available.

Global leader in predictive dialing

For predictive, we impose strict compliance limits in its design, and with enforced compliance comes world-leading performance as users experience the only dialer in the world that was built to work effectively under compliance.

Sytel’s combination of excellent predictive dialing performance and compliance with the strictest regulations for nuisance call rates is unique in the market research industry and can achieve as much as an extra 15 minutes talk time per hour for each interviewer.

In predictive dialing mode, Sytel deploys its unique, ‘massive simulation’ techniques which allows it to cope easily with the wide range of talk times that are typical of market research campaigns. This means achieving excellent predictive dialing performance without the need to stray outside compliance limits, a feature not available on any other predictive dialer.

The Sytel dialer will work in conjunction with any legacy PBX, or VOIP gateway, and also allows for a wide range of media applications and call control, for example call recording, call transfers and agent monitoring. Our own SIP stack allows us to deliver a totally soft solution, which can also act as an IP PBX.

A centralised global solution

Version 11 of Softdial Contact Center™ (SCC) improves our ability to deliver a bespoke solution to market research organisations who conduct individual surveys across multiple sites in multiple countries.

Read more about our Centralised Global Solution for Market Research >>

CATI integration expertise

Utilizing our open and robust APIs, Sytel are experts in integration with 3rd party computer aided telephony interview (CATI) software and have integrated with market leaders such as:

  • Confirmit
  • Nebu
  • Nipo

and we have skills and experience to integrate with others as required.

The Sytel dialer is capable of running simultaneous market research campaigns using different CATI products, each tightly integrated with the dialer, giving the freedom to choose the best tool for each individual job.

Do you know the predictive gain of your dialer?

Are you paying for predictive and getting little more than progressive?
Do you know how much extra talk time per hour your dialer is delivering over progressive mode when in predictive mode?

To learn why you should perform the Predictive Gain Benchmark Test on your dialer, check out Sytel’s article ‘The predictive gain of Predictive Diallers’ for Call Centre Helper.

Sytel’s ‘work-from-home’ solution

COVID-19 has had an enormous impact on all industries. Market research organisations, like everyone, have needed to quickly adapt to new working conditions.

Our market research customers have taken advantage of Sytel’s work-from-home solution, giving them a unique advantage over their competitors. The ability for interviewers to work remotely has meant business has been able to continue as usual. 

In their own words, they talk about the seamless transition to home working with Sytel’s help in our article about the global update of CATI interviewers working from home.

More market research features

Other features that come with our market research contact center solution include:

  • Call recording and retrieval. For the entire campaign, complete calls may be recorded, or just the answers to the interviewer’s questions
  • Built-in adherence to relevant dialing regulations
  • Call control features such as coaching, monitoring and transfers
  • Ability to play sound fragments
  • Agent and campaign reporting
  • Field proven as an all-IP solution, requiring no specialised hardware
  • Comprehensive technical support before, during and after installation, anywhere in the world

 

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

  • 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