Confirmit And Sytel Signal Continued Evolution Of CATI

August, 2016

Confirmit and Sytel have partnered to deliver a series of new CATI features targeting the changing needs of Market Researchers using this core data collection method.

The combination of Sytel’s Softdial Contact Center (SCC®) and Confirmit’s world-leading CATI solution now delivers a unique range of new capabilities including Redial, Reconnect and Seamless Survey Switching, all designed to improve the flow and flexibility of CATI interactions.

Redial and Reconnect help interviewers to more easily maintain contact with respondents.

 

Confirmit logo

Richard Compton, VP at Sytel with responsibility for the Market Research sector, commented: “More and more of today’s respondents are mobile users and they take an increasingly collaborative approach to survey participation than respondents using landlines. They expect to have a say in how and when they take part in a survey which means we must be able to respond to any interruptions to mobile connections. In order to maximise the number of successful completes, we also need to acknowledge preferences for certain mobiles to be used in different circumstances.”

Seamless Survey Switching gives supervisors greater control and improves interviewer productivity. “We know that in order to run a profitable and efficient business it is vital to make the best possible use of interviewers,” continued Compton. “To do this, we ensure that the right staff are assigned to the right job at the right time. Our joint development work with Confirmit has enabled us to improve respondent experience and drive much greater interviewer productivity, and we look forward to working with them on further developments in the future.”

These new features within the combined solution are immediately available:

  • Redial: enables the interviewer to quickly re-establish a call with respondents and resume the interview in the event that the call is cut off
  • Reconnect on an alternative number: allows an interviewer to continue a survey on a new number if the respondent would prefer to speak on a different phone
  • Seamless Survey Switching: enables supervisors to quickly reassign interviewers to a new project without the need to logout or disconnect from the dialer (for example when quotas have been reached).

“We know that Sytel and Confirmit listen to our problems and understand our business challenges; they always work together to come up with great solutions,” explains Sean Regan, Head of Global CE Business Applications, GfK. “One of the major frustrations was the dropping of calls to mobile numbers as the customer moved in to a poor connection area. The latest features introduced to our solution allow our interviewers to quickly re-establish the call and complete the survey. So, not only have we increased the percentage of completed calls per list, but the interviewer/customer relationship is maintained. It’s a real win-win for us”.

Terry Lawlor, EVP, Product Management at Confirmit said: “We are delighted to have worked with Sytel to deliver continued innovation and leadership in CATI solutions. CATI is a critical data collection channel for many of our customers and one for which Confirmit is uniquely placed to support them. We are committed to creating the best possible experience for respondents and we are also determined to support the Market Research industry in its quest to gather insight in the most cost effective and efficient manner. Increasing respondent engagement and maximising interviewer productivity are essential in CATI solutions, and we will continue to work with our customers and partners to maintain our leadership in meeting the evolving needs of the insight industry.”

About Confirmit

Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. The company has offices in Oslo (headquarters), Chengdu, Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo.

Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, British Standards Institution, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, RONIN, RS Components, Sony Mobile Communications, and Swisscom.

For further information on Confirmit:
Web: www.confirmit.com

About Sytel

Sytel Limited is the leading vendor of inbound, outbound and blended telephony to the Market Research industry. Sytel’s sessions are agent or IVR driven with integral recording, delivering best in class for compliance and productivity. Our reporting platform allows clients to not only view their voice interactions with respondents but also email, SMS, chat and other media types.

Sytel is a privately owned business based in the United Kingdom. We operate in over 50 countries, delivering 24/7 support to our direct clients and specialist business partners who also address other market sectors around the world.

For further information on Sytel:
Tel: +44 1296 381 200
Email: sales@sytel.com
Web: www.sytel.com

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