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 channels 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) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

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 Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound 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

Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMEs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care