Market Research

Intelligent IVR for Market Research

Market Research Resources

Interactive Voice Response (IVR) which allows dynamic variation of questions and complex logic; just one of the latest enhancements that bring further benefits to outbound calling.

For Forsta Users

Forsta CATI logo
Selecting questions dynamically and supporting complex logic are part of these latest enhancements that bring further benefits to outbound calling.

Sytel has enhanced its Market Research (MR) call center offering by adding Intelligent IVR software (Interactive Voice Response system) to its product suite.

Using the familiar and easy-to-use Forsta interface, users can select and upload recordings to be played. The question order, branching logic and the range of digits that are valid for each response are all defined within the survey authoring solution.

Traditional IVRs are often complex to program and inflexible. But this is an intelligent IVR technology which can vary its questions dynamically based on survey quota fulfilment as well as allowing for complex logic, all of which is defined in the Forsta survey authoring tool. The result is fully-automated, efficient outbound calling.

Additional benefits:

  • Use of Forsta diary management to schedule IVR interviews and reschedule dependent on interviewer responses.
  • Speed – more immediate than web surveys, no need to wait for respondents.
  • Discretion – if the research is personal in nature, respondents are often more comfortable talking to an automated system than a person.
  • Easily changed – if an event occurs which requires a survey to be amended, it can be quickly changed within the Forsta survey designer to add a new question.
  • Consistency –
    • The audio message will be the same wording each time.
    • An interviewer can become tired. Playing recorded messages ensures the same enthusiasm is delivered each time. The message is consistent to all respondents.
    • No need for a supervisor to listen in and monitor
  • Multilingual – where a live survey requires multilingual agents to contact respondents in different languages, an IVR survey is recorded just once in each language.
  • Maintains many benefits associated with a predictive dialer – e.g. changing the outbound CLI to increase the chance of a call being answered.

Sytel’s key strengths:

  • Configuration of the Outbound CLI to increase the likelihood of the call being answered.
  • Recording of both parties of the call can be performed as well as call setup.
  • Integration with SIP telephony networks.
  • Industry leading call classification – out of service numbers can be identified.
  • Answer machine detection – answering machines can be detected and filtered out.

Sytel’s close relationship with CATI software companies and constant dialogue with the MR call center industry ensures that new features such as this are released regularly.

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