Market Research

Best-of-breed predictive dialing with CATI integration

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…​

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

Connect to your existing Computer Aided Telephony Interview (CATI) platform quickly and easily. SCC has out-of-the-box integrations with most major CATI platforms, including:​

​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

Connect respondents to the appropriate project team quickly, using precise routing configuration within SCC’s ASD®.​

​No need for dedicated interviewers to wait for inbound work; automatic blending reallocates interviewers from outbound as needed.​

Add value with IVR and chatbots

Reduce the abandoned call rate and make the most of every data collection opportunity with IVR and chatbot automation. IVR/ bots reduce interviewer costs while adding value to the interview/ callback process. ​

​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 >>​

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.

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.​

More features for Market Research​

Other features that come with our market research contact center solution include:

  • 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.

Latest case studies

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Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution

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BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

EMRS (Australia) – Cloud Deployment with CATI Integration

EMRS (Australia) – Cloud Deployment with CATI Integration

IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing

IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing

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 SMBs 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