Sytel Extends Global Interviewing For MRops

July, 2014

Sytel has completed phase 1 of the installation of new communication infrastructure for MRops. Phase 1 provides connectivity for interview centers in Toledo (US), Hong Kong and London (UK).

Sytel Limited, a leading global vendor of contact center software solutions, has completed phase 1 of the installation of new communication infrastructure for MRops, a global business-to-business market research company. Phase 1 provides connectivity for interview centers in Toledo (US), Hong Kong and London (UK), with calls being centrally initiated and controlled from MRops’ data center in Toledo.

Sean Ivory, MRops’ Director of Global Executive Interviewing, commented “The Sytel installation minimizes our costs in two areas: firstly, we incur no long distance call charges because at each location the telephone network is accessed via local gateways. And secondly, interviewer licenses, which are utilised at our US Executive Interviewing Center, can be used by any of our regional Executive Interviewing Centers around the world, on a ‘concurrent use’ basis. So, as interviewers log off in the US, others log on in Hong Kong using the same licenses. This makes great business sense for a company with the global reach of MRops, and slashes the cost of round-the-clock interviewing.”

Photo: MRops Director of Global Executive Interviewing, Sean Ivory

mrops logo
MRops Director of Global Executive Interviewing, Sean Ivory

MRops uses both NIPO Software and Confirmit CATI systems as interview platforms. The Sytel installation allows MRops to utilise either CATI system from any of their locations.

MRops uses specialist Executive Interviewers to interview high level executives, and these workers often work from a home office, or via MRops’ Distributed Executive Interviewing centers. The Sytel system provides connection to remote work-at-home specialists via the public Internet, and to other partner centers in Asia and Europe when required. Sytel has enabled MRops to successfully operate this unique system.

Michael McKinlay, CEO of Sytel, added “This partnership with MRops consolidates our position as leader in communication software for Market Research, and we look forward to working with them on the next phase of their expansion.”

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