News : Confirmit and Sytel Signal Continued Evolution of CATI
London and Oslo, Norway and New York, USA, Aug 4, 2016 -- Confirmit, a global solutions provider for Customer Experience, Voice of the Employee and Market Research, and Sytel, a global provider of IP contact center solutions, have partnered to deliver a series of new CATI (Computer Assisted Telephone Interviewing) features targeting the changing needs of market researchers using this core data collection method.
The combination of Sytel's Softdial Contact Center (SCC(R)) and Confirmit's CATI solution now delivers a range of new capabilities including Redial, Reconnect and Seamless Survey Switching, all designed to improve the flow and flexibility of CATI interactions.
"We know that in order to run a profitable and efficient business it is vital to make the best possible use of interviewers," said Richard Compton, VP at Sytel with responsibility for the Market Research sector. "To do this, we ensure that the right staff are assigned to the right job at the right time. Our joint development work with Confirmit has enabled us to improve respondent experience and drive much greater interviewer productivity, and we look forward to working with them on further developments in the future."
"We know that Sytel and Confirmit listen to our problems and understand our business challenges; they always work together to come up with great solutions," explains Sean Regan, Head of Global CE Business Applications, GfK. "One of the major frustrations was the dropping of calls to mobile numbers as the customer moved in to a poor connection area. The latest features introduced to our solution allow our interviewers to quickly re-establish the call and complete the survey. So, not only have we increased the percentage of completed calls per list, but the interviewer/customer relationship is maintained. It's a real win-win for us".
"We are delighted to have worked with Sytel to deliver continued innovation and leadership in CATI solutions," said Terry Lawlor, EVP, Product Management at Confirmit. "CATI is a critical data collection channel for many of our customers and one for which Confirmit is uniquely placed to support them. We are committed to creating the best possible experience for respondents and we are also determined to support the Market Research industry in its quest to gather insight in the most cost effective and efficient manner. Increasing respondent engagement and maximizing interviewer productivity are essential in CATI solutions, and we will continue to work with our customers and partners to maintain our leadership in meeting the evolving needs of the insight industry."
Posted by Veronica Silva Cusi, news correspondent
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Confirmit is a global provider of software for customer and employee feedback, as well as Market Research (MR). The company has more than 200 employees. Global 5000 companies and Market Research agencies use Confirmit’s wide range of software products for feedback/data collection, panel management, data processing, analysis, and reporting.
About Sytel Limited:
Sytel Limited delivers secure, resilient IP telephony infrastructure software for carriers, enterprises and hosted/ cloud contact center providers, connecting and managing calls and media sessions, without boundary. Sytel solutions provide high-volume routing and media processing on a distributed host-based platform, and are driving inbound, outbound and blended telephony and other media types in over 50 countries. Their toolset delivers advanced capabilities to subscribers via the web, including scripting of call processing, real-time reporting and configurable dashboards.
Published: Friday, August 5, 2016