inITova Simplifies Contact Centers For Market Research

March, 2016

Hosted solution uses Sytel software.
If there’s one thing market research companies love it is being able to focus on their core business and leave the technology to other people to worry about. Step forward award winning inITova, a Sytel partner, based in Germany. Their hosted dialer solution enables market research agencies to be operational within a few hours, rather than days and weeks, with no equipment required on premise.

All agents can have access to the same list and campaign scripts regardless of whether the agent is based in the contact center or located remotely, even in a different country if required. This flexibility is perfect for market research agencies who just want to worry about their core business of doing research. It also allows agencies to easily cope with peak loads and seasonal campaigns, by quickly adding additional capacity.

“This Cloud based solution makes life easy for market research companies anywhere in the world with no restrictions on when or how it is used, or where their agents are based”, says Navid Tabrizi, CEO of inITova. “We know that this hosted approach suits the needs of many – our client base has doubled to 18 in the past year and we expect very significant growth over the coming years.”

“Sytel’s dialer provides unrivalled dialing performance for our customers,” says Tabrizi, “and its advanced call progress technology also ensures that all calls can be handled and classified no matter which country. In those countries where dialing compliance matters, this solution is always fully compliant – yet still produces excellent performance” adds Tabrizi. Flexible call recording is also included from launch and can be selective or total.

inITova charges are based on pay-per-use with no license fees, providing full flexibility for the size of work force required and peace of mind about costs; no expensive locked-in contracts lying dormant when they’re not needed.

navid tabrizi
Michael McKinlay, CEO of Sytel comments, “This approach can appeal to both small and large market research companies. The speed with which sites can be created and the ability to work with all major CATI systems make it a winning solution. Market research companies can focus on what they do best with complete peace of mind regarding all technical aspects including security and support.”
Michael McKinlay, Sytel

About inITova GmbH

Partnering with best-of-breed software developers, inITova provides tailor-made market research and contact center solutions. The value-added reseller based in Cologne, Germany has a user-driven approach with a modular concept, combining software and service to implement state-of-the-art data collection and communication technologies for organizations of various sizes. Next to setting up virtual call centers inITova also provides support with programming, data processing, monitoring and project management as well as product training and consulting.

For further information about inITova GmbH:
Tel: +49 221 29199 310
Email: info@initova.com
Web: www.initova.com

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About Sytel Ltd

Sytel Limited software solutions connect and manage calls and media sessions, without boundary. Our solutions for cloud contact center providers, premise-based contact centers, carriers and enterprises deliver high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony, email, SMS, chat and other media types in over 50 countries. Sytel’s toolsets deliver advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.

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

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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