In an effort to boost sales in a dull economy, many contact centers are turning to outbound telemarketing or customer outreach in order to keep sales in the black. While making it easy to do outbound calling once required an enormous technology investment in dialers, it’s much easier today for even small call centers to gain the benefits of predictive and preview dialers without the hardware, thanks to cloud-based solutions that turn the dialer into (essentially) just another element of call center software.

Customer experience and employee engagement solutions provider Confirmit recently announced the advanced integration of Sytel’s (News - Alert) predictive dialer with the Confirmit Horizons Computer Assisted Telephone Interviewing (CATI) solution, which is a platform that allows companies to hear the voice of their customers by allowing those customers to share feedback through mobile apps, the Web, telephone and other media. Comfirmit provides software-as-a-service solutions for multichannel voice of the customer, employee feedback and market research applications.

IP contact center software and solutions provider Sytel Limited has reportedly used the Open Dialer API in Confirmit (News - Alert) Horizons to develop an interface with Confirmit. The solution maximizes interviewer productivity when deploying Confirmit surveys to contact center agents within both global and smaller scale customers. It also ensures regulatory compliance, as well as providing integrated voice recording and access to other applications such as live monitoring, said the companies.

“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,” said Terry Lawlor, EVP of product management for Confirmit. “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,” he said.

The goal of the integration, said both companies, was to maximize interviewer talk time while sticking to regulations that govern outbound customer outreach. This way, Comfirmit will be able to gain efficiency in its interviewing process and generate more meaningful feedback.