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Sytel's Dialer Integrated into Confirmit's Computer Assisted Telephone Interviewing Solution

TMCnews Featured Article


May 22, 2013

Sytel's Dialer Integrated into Confirmit's Computer Assisted Telephone Interviewing Solution

By Jayashree Adkoli, TMCnet Contributor


In the contact center industry, talk time is crucial, as it allows an organization to capitalize more from a caller’s input in a timely and strategic manner.


With this in mind, Confirmit (News - Alert) has integrated Sytel Limited’s predictive dialer into its Horizons computer assisted telephone interviewing (CATI) solution to enhance its contact center productivity.

Confirmit is software as a service (SaaS (News - Alert)) vendor for multichannel voice of the customer, employee feedback, and market research applications. It primarily targets companies and market research agencies worldwide, with a wide range of software products for feedback, data collection, panel management, data processing, analysis, and reporting.

A provider of IP contact center solutions, Sytel (News - Alert) integrated the Open Dialer API in Confirmit Horizons CATI platform to develop a sophisticated interface. With this integration, CATI users will be able to get more predictive dialer choice.

The integration of Sytel’s predictive dialer with Confirmit’s Horizons CATI is designed to maximize an interviewer’s productivity when deploying Confirmit surveys to contact center agents within both global and smaller scale customers.

This integrated solution also provides integrated voice recording and other capabilities, such as live monitoring, to ensure regulatory compliance.

Terry Lawlor, executive vice president of product management at Confirmit, said in a statement, “We are delighted that Sytel has achieved such an advanced level of integration with the Confirmit CATI platform, demonstrating the power and openness of our Open Dialer API.”

Lawlor added, “Sytel’s integration ensures that our customers can now select one of the leading dialers on the market today to maximize interview productivity, while ensuring compliance with dialing rules and regulations. Sytel’s ability to support multiple CATI solutions simultaneously also makes it easy for clients to seamlessly manage the migration to the Confirmit CATI solution.”

Richard Compton, vice president at Sytel, said in a statement, “Maximizing interviewer talk time, while adhering to industry regulations, is vital because it means more completed interviews per hour. A live trial of Confirmit at one of our major client sites produced excellent results and we received extremely positive feedback from callers, supervisors and senior management alike. This was very encouraging and confirmed that our decision to integrate with Confirmit was the right one. We too are looking forward to working with them on further joint developments and projects in the future.”




Edited by Blaise McNamee







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