Market Research
Top-tier predictive dialing with seamless CATI (Computer-Assisted Telephone Interviewing) integration
At a Glance
- Worldwide frontrunner in predictive dialing solutions
- Top-tier collaborator in the Market Research sector
- Rigorous compliance restrictions integrated into the design
- Adaptable, dependable, robust, user-friendly, and seamless to incorporate
- Remote agents, supervisors, and administrative staff
Our market research solution
Softdial Contact Center™ (SCC) caters specifically to phone-based market research, customer insights, and consumer survey/polling organizations. It offers efficient solutions to ensure that respondents are effectively reached, research quotas are met, and projects are successfully completed. SCC optimizes interviewer productivity while streamlining the entire research process.
Market research customers can leverage SCC through two primary options:
- Contact Center as a Service (CCaaS): This cloud-based service is managed directly by DataTel. It provides a hassle-free and scalable solution, allowing organizations to focus on their research objectives without the burden of managing the underlying infrastructure.
- Platform Installation: SCC is available as a platform that can be installed and managed by your in-house team. We provide support and assistance to ensure the platform is effectively deployed and utilized.
Whether you choose the cloud-based CCaaS option or opt for the platform installation, SCC is designed to enhance the efficiency and productivity of phone-based market research endeavors, helping organizations collect valuable insights and data from respondents in a streamlined manner.
Fill quotas faster
SCC’s AI-based predictive dialer has established itself as the premier choice for global research initiatives and is trusted by numerous prominent international research organizations. This powerful dialer is tailored to maximize interviewer efficiency, minimize downtime between calls, and effortlessly manage non-live call attempts, all while adhering to relevant consumer contact legislation.
Its intelligent features and automation capabilities make it an invaluable asset for research organizations, ensuring that interviewer time is utilized optimally and that research projects can be conducted efficiently and in compliance with industry regulations.
Bring your own CATI
Softdial Contact Center™ (SCC) offers seamless integration with your existing Computer Aided Telephony Interview (CATI) platform. It provides out-of-the-box compatibility with many leading CATI platforms, such as Forsta, Nebu, Nipo, and Unicom Intelligence. Additionally, SCC features open and extensive APIs, enabling straightforward integration with other platforms as needed.
This flexibility allows you to run multiple market research campaigns simultaneously, leveraging various CATI products. Each CATI tool can be tightly integrated with the SCC dialer, empowering you to select the most suitable tool for each specific research project, all while maintaining smooth campaign management and efficiency.
Manage respondent callbacks efficiently
Efficiently route respondents to the right project team by configuring precise routing in SCC’s ASD®. This eliminates the need for dedicated interviewers to wait for inbound work, as automatic blending reallocates interviewers from outbound tasks as necessary.
Add value with IVR and chatbots
Minimize the rate of abandoned calls and maximize your data collection opportunities through the use of IVR and chatbot automation. By implementing IVR and bots, you can reduce interviewer costs while enhancing the interview and callback processes. Simplify callback handling by:
- Identifying the respondent and directing them to the appropriate team or survey agent.
- Automatically recording open-ended responses.
- Offering a brief screener or even a full survey.
- Providing language options to the respondent.
- Managing appointment scheduling.
IVR and bots can be easily designed by your non-technical staff directly within SCC using its user-friendly no-code design tool. Furthermore, respondents can be seamlessly transferred to IVR during an interview to capture sensitive information and then returned to the same interviewer.
A unified worldwide solution
Through Softdial Contact Center™ (SCC), we can provide a customized solution tailored to market research firms that perform independent surveys across various locations and countries.
Learn more about our Centralized Global Solution for Market Research >>
Facilitate remote work opportunities
Interviewers can work from home or remotely, using only a laptop/PC, a headset, and an internet connection. The browser-based desktop features a built-in WebRTC phone, enabling connectivity to the CATI system from any location.
Do you know the predictive gain of your dialer?
Are you investing in predictive dialing but experiencing only marginal improvements over progressive dialing? Are you aware of the additional talk time your dialer generates per hour when operating in predictive mode compared to progressive mode?
Additional functionalities for Market Research
Our market research contact center solution offers a range of additional features, including:
- Call Recording and Retrieval: You can choose to record entire calls or just the responses to interview questions for the entire campaign.
- Adherence to Dialing Regulations: The system comes with built-in features to ensure compliance with relevant dialing regulations.
- Call Control: Features like coaching, monitoring, and call transfers are available to enhance call management.
- Sound Fragment Playback: You can play sound fragments as needed during interviews.
- Agent and Campaign Reporting: Get comprehensive reports on agent performance and campaign progress.
- All-IP Solution: Our system is field-proven as an all-IP solution, eliminating the need for specialized hardware.
- Global Technical Support: We provide extensive technical support before, during, and after installation, ensuring assistance is available worldwide.
Find out more about what we offer:
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
Customer Service
Connect quickly to well equipped agents
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