Sytel Integrates With IBM SPSS® Data Collection Phone Interviews

January, 2011

Sytel has completed Certification Testing with the IBM SPSS Research and Development team. Sytel Limited is the sole "software only" predictive dialer to do this.
Provides advanced features for controlling telephone dialing functions.

AYLESBURY, UK, and LITTLE ROCK, AR, US:

Sytel Limited announces that it has recently completed integration with IBM’s SPSS® Data Collection Phone Interviews. Leading a multi-national project team from their UK headquarters, Sytel worked with IBM software teams from New Zealand, Australia, China, and the United States. Sytel completed Certification Testing with the IBM SPSS Research and Development team, and actually worked collaboratively to help improve and strengthen IBM’s SPSS® software developer’s kit. In October 2010, IBM ceased the sale of their legacy SPSS® Predictive Dialer. At that time, the Data Collection platform exposed an API for other companies to perform an integration for the sake of call centers. Sytel Limited is one of the first companies, and the sole “software only” predictive dialer, to perform this integration.

As set out by IBM: “Integration with third-party dialers allows customers to:

  • Benefit from significant productivity gains, lower staff costs and increased job satisfaction
  • Ensure that interviewers are fully engaged with respondents
  • Auto-detection of the call outcome minimizes the time lost to unsuccessful calls
  • Program the responses to each possible call outcome according to campaignspecific or global rules
  • Ensure compliance with industry standards, professional codes and legal requirements by setting limits to the number of “silent calls”
  • Hand off respondents to an IVR system

As part of IBM SPSS Data Collection 6, IBM SPSS Data Collection Phone Interviews is fully integrated with the Sytel … predictive dialer.”

The Sytel predictive dialer is uniquely designed for world-class performance under compliance and is white-labeled to many leading call center vendors, such as CosmoCom and inContact, as their dialer of choice. It is also is the one “software only” dialer to be fully integrated with IBM SPSS Data Collection Phone Interviews. Sytel is empowering customers in over 50 countries and delivers 24×7 support worldwide.

“A number of The Honomichl Top 50 Global Market Research Organizations have already completed exhaustive trials of our predictive dialer,” reports Sytel CEO Michael McKinlay, “and we currently completing contract negotiations with them. Sytel is happy to offer any IBM customer a free trial of our award-winning dialer.”

About Sytel

Sytel Limited delivers secure, resilient IP telephony and media infrastructure software for carriers, enterprises and hosted contact centre providers, connecting and managing calls and media sessions, without boundary. Sytel solutions provide high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony 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.

About IBM

For more information on IBM Data Collection, please visit: http://www-01.ibm.com/software/analytics/spss/modules/data-collection/phoneinterviews/ features.html

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