Sytel Limited, a global provider of IP contact center solutions, today announced that GfK Group has finished the European phase of its worldwide rollout of the Sytel dialler software, totalling 3700 licenses.
GfK is one of the world’s leading market research companies, with several thousand interviewers around the world, based both in call centers and at home.
“Following the successful global deployment of our one-network approach, it was clear we needed a SIP-based dialler that could be deployed globally utilising its new infrastructure,” said David Hynan, GfK Development & Infrastructure Director.
The Sytel platform was selected, providing a flexible approach whereby local needs were harmonised and a single Sytel dialler could be housed within GfK’s centralised global hub.
“The Sytel platform stood out for us because the predictive dialler component gives a much greater boost in interviewer productivity over progressive dialing than any other dialler we have used or considered. Greater productivity keeps our customers happy and gives us an immediate return on investment.”
“Another big benefit is the ability to launch calls locally as required, without compromising expensive global bandwidth. Interoperability between the Sytel core and the local in-country STG (Softdial Telephony Gateway) is achieved via very light, low-impact control traffic,” Hynan added.
“Our new system reduces running costs in several ways,” said Hynan. “Firstly, it enables local PSTN access for each country, so our interviewers on global projects are in effect making local calls, significantly reducing call costs over our previous system. “Secondly,” Hynan added, “centralisation means that we don’t need trained IT staff in every country in which we have a presence. As all component parts of Sytel platform can be virtualised, our rollout team in Germany has been able to rapidly deploy STG’s in multiple countries.
“The Sytel platform has achieved certification by both our Computer Aided Telephony Interviewing (CATI) software provider, and our global network vendor. This gives us peace of mind that whether we set up a local access point in Paris or Kuala Lumpur, the Sytel dialler will work out-of-the-box with the surrounding infrastructure.”
Sytel CEO Michael McKinlay commented “As well as the unbeatable interviewer talk time our dialer provides, we offer a ‘concurrent usage’ licensing model. This allows GfK to share their licenses across the globe, so as one country finishes a shift, another can start, using the same licenses. It gives them global calling for a fraction of the license cost of other systems.”
Future phases are planned throughout North America and Asia in 2013.
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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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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
Optimise agent usage and balance workloads in real-time without human intervention, 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
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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
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Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
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Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
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