At a Glance
Global leader in predictive dialing
Premier partner in the Market Research industry
Work-from-home agents, supervisors, admin staff
About Sytel’s market research solution
For phone-based market research, customer insights and consumer survey/ polling organisations, Softdial Contact Center™ (SCC) ensures that respondents are reached, quotas filled and projects completed as quickly and efficiently as possible, while making the best possible use of interviewer time.
Market research customers can take advantage of SCC either…
- as a service – Contact Center as a Service (CCaaS) managed in the cloud directly by Sytel
- as a platform – for installation and management by your team, supported by Sytel
Fill quotas faster
SCC’s AI-based predictive dialer is the #1 choice for global research, used by many of the largest international research organisations.
The dialer makes best possible use of interviewer time, minimising wait time between calls, and handling all non-live call attempts automatically while staying within any and all consumer contact legislation.
Bring your own CATI
SCC’s open, comprehensive APIs allow easy integration with other platforms as necessary.
The Sytel dialer can run simultaneous market research campaigns using different CATI products, each tightly integrated with the dialer, giving the freedom to choose the best tool for each individual job.
Take care of respondent callbacks
No need for dedicated interviewers to wait for inbound work; automatic blending reallocates interviewers from outbound as needed.
Add value with IVR and chatbots
Streamline callback handling by, for example:
- identifying the respondent and transferring them to the right team/ survey agent
- recording open-ended responses automatically
- providing a short screener or even a full survey
- offering the respondent a choice of language
- managing appointment setting
IVR/ bots can be designed by your non-technical staff directly within SCC using its no-code design tool.
A respondent can also be transferred to IVR mid-interview to capture sensitive information, and returned to the same interviewer.
A centralised global solution
With Softdial Contact Center™ (SCC), Sytel can deliver a bespoke solution to market research organisations who conduct individual surveys across multiple sites in multiple countries.
Read more about our Centralised Global Solution for Market Research >>
Enable work-from-home
Interviewers can work from home or remotely, with just a laptop/ PC, a headset and an internet connection. The browser-based desktop has a built-in WebRTC (internet) phone, and connects to the CATI system no matter where they are located.
Do you know the predictive gain of your dialer?
Are you paying for predictive and getting little more than progressive?
Do you know how much extra talk time per hour your dialer is delivering over progressive mode when in predictive mode?
To learn why you should perform the Predictive Gain Benchmark Test on your dialer, check out Sytel’s article ‘The predictive gain of Predictive Diallers’ for Call Centre Helper.
More features for Market Research
- Call recording and retrieval. For the entire campaign, complete calls may be recorded, or just the answers to the interviewer’s questions
- Built-in adherence to relevant dialing regulations
- Call control features such as coaching, monitoring and transfers
- Ability to play sound fragments
- Agent and campaign reporting
- Field proven as an all-IP solution, requiring no specialised hardware
- Comprehensive technical support before, during and after installation, anywhere in the world.
More information about Sytel’s Market Research solution
Begin by talking to us
To get started with an initial chat or a personalised demo, just contact us at sales@sytel.com or call +44 1296 38120 or get in touch via our online form.
More solutions by business size:
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business (SMBs)
A full featured contact center software solution, designed for optimum performance at scale
Case studies
Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution
BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion
GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms
Abt (US) – Cloud-Based Deployment Serving Multiple Sites
EMRS (Australia) – Cloud Deployment with CATI Integration
