Market Research

Introduction to Sytel

Market Research Resources

Sytel has extensive experience in working with market research software vendors offering 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.

Sytel makes a software product for connecting people, whether in the call center or in the enterprise. We call this product Softdial Contact Center™ (SCC). This software controls communications of all kinds (e.g. inbound, outbound, SMS, email) and manages the queues and routing for them. Complementing this communications capability is an application environment, allowing for the development of rich desktop applications and real-time reporting.

The communications infrastructure supports both TDM and VoIP and also allows for a wide range of media applications and call control, for example call recording, call transfers and agent monitoring.

Sytel’s AI Dialer™ is flexible, reliable, powerful, simple to use, easy to integrate and competitively priced. 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.

The Sytel AI Dialer will work in conjunction with any legacy PBX, or VOIP gateway. Our own SIP stack allows us to deliver a totally soft solution, which can also act as an IP PBX.

Integration

Utilising our open and robust APIs, Sytel are experts in integration with 3rd party market research software. We have integrated with market leading CATI software such as:

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

Sytel has a policy of continuous development and improvement, which means we support the industry with updated requirements and features as the market dictates.

Sytel has supplied software solutions for contact centers since 1997, and is currently driving productivity in over 50 countries.

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 Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Optimised Inbound 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 dialer; maximum performance 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