Market Research

Intelligent IVR

Market Research Resources

Varying questions dynamically and allowing for complex logic are part of the latest enhancements that bring further benefits to outbound calling.

For Confirmit Users

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Selecting questions dynamically and supporting complex logic are part of these latest enhancements that bring further benefits to outbound calling.

Sytel has enhanced its Market Research (MR) offering by adding Intelligent IVR to its product suite.

Using the familiar and easy-to-use Confirmit Horizons interface, users can select and upload recordings to be played. The question order, branching logic and the range of digits that are valid for each response are all defined within the survey authoring solution.

Traditional IVRs are often complex to program and inflexible, this is an intelligent solution which can vary its questions dynamically based on survey quota fulfilment as well as allowing for complex logic, all of which is defined in the Horizons survey authoring tool. The result is fully-automated, efficient outbound calling.

Additional benefits:

  • Use of Confirmit diary management to schedule IVR interviews and reschedule dependent on interviewer responses.
  • Speed – more immediate than web surveys, no need to wait for respondents.
  • Discretion – if the research is personal in nature, respondents are often more comfortable talking to an automated system than a person.
  • Easily changed – if an event occurs which requires a survey to be amended, it can be quickly changed within the Horizons survey designer to add a new question.
  • Consistency –
    • The audio message will be the same wording each time.
    • An interviewer can become tired. Playing recorded messages ensures the same enthusiasm is delivered each time. The message is consistent to all respondents.
    • No need for a supervisor to listen in and monitor
  • Multilingual – where a live survey requires multilingual agents to contact respondents in different languages, an IVR survey is recorded just once in each language.
  • Maintains many benefits associated with a dialer – e.g. changing the outbound CLI to increase the chance of a call being answered.

Sytel’s key strengths:

  • Configuration of the Outbound CLI to increase the likelihood of the call being answered.
  • Recording of both parties of the call can be performed as well as call setup.
  • Integration with SIP telephony networks.
  • Industry leading call classification – out of service numbers can be identified.
  • Answer machine detection – answering machines can be detected and filtered out.

Sytel’s close relationship with CATI software companies and constant dialogue with the MR industry ensures that new features such as this are released regularly.

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