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
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 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
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
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