Confirmit Integrates Sytel Dialer To Enhance Contact Center Productivity

May, 2013

Confirmit announces the advanced integration of Sytel’s world-leading predictive dialer with the Confirmit Horizons CATI (Computer Assisted Telephone Interviewing) solution.

Sophisticated interface increases predictive dialer choice for CATI users

New York, NY and Oslo, Norway and London, UK: May 21, 2013: Confirmit, the leading global solutions provider for Customer Experience, Employee Engagement and Market Research, is pleased to announce the advanced integration of Sytel’s world-leading predictive dialer with the Confirmit Horizons CATI (Computer Assisted Telephone Interviewing) solution.

Sytel Limited, a global provider of IP contact center solutions, has used the Open Dialer API in Confirmit Horizons to develop a sophisticated interface with Confirmit. The solution maximizes interviewer productivity when deploying Confirmit surveys to contact center agents within both global and smaller scale customers. It also ensures regulatory compliance, as well as providing integrated voice recording and access to other applications such as live monitoring.

Terry Lawlor, EVP, Product Management at Confirmit said: “We are delighted that Sytel has achieved such an advanced level of integration with the Confirmit CATI platform, demonstrating the power and openness of our Open Dialer API. Sytel’s integration ensures that our customers can now select one of the leading dialers on the market today to maximize interview productivity, while ensuring compliance with dialing rules and regulations. Sytel’s ability to support multiple CATI solutions simultaneously also makes it easy for clients to seamlessly manage the migration to the Confirmit CATI solution,” said Lawlor. “We look forward to working together with Sytel on more projects in the future.”

Richard Compton, VP at Sytel with responsibility for the Market Research sector, commented: “Maximizing interviewer talk time, while adhering to industry regulations, is vital because it means more completed interviews per hour. A live trial of Confirmit at one of our major client sites produced excellent results and we received extremely positive feedback from callers, supervisors and senior management alike. This was very encouraging and confirmed that our decision to integrate with Confirmit was the right one. We too are looking forward to working with them on further joint developments and projects in the future.”

About Confirmit

Confirmit is the world’s leading SaaS vendor for multichannel Voice of the Customer, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Cologne, Guildford, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Pattaya, Sydney, and Tokyo. Confirmit targets 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 A&N Media, Aurora, British Airways, Cross-Tab, Dow Chemical, Farmers Insurance, GlaxoSmithKline, Ipsos, JTN Research, Keep Factor, Morehead Associates, Nielsen, The NPD Group, Swapit, Swisscom, Symantec and The Wellcome Trust. Visit www.confirmit.com for more information.

Media Contacts:

Andrea Burton

Indigo River

andrea@indigo-river.co.uk

T: +44 (0)1985 850320

M: +44 (0)7796 368669

Melanie Oxford

Indigo River

mel@indigo-river.co.uk

M: +44 (0)7515 632065

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