Sytel (News - Alert) helps contact centers deliver efficiency through technologies such as hosted predictive dialer, call processing and analytics. The company provides high-volume routing and media processing on a distributed cloud-based platform, and is driving inbound, outbound and blended telephony, e-mail, SMS, chat and other media types in more than 50 countries.
GfK Group (News - Alert), a market research company featuring several thousands of interviewers distributed in its call centers and at home, has just finished the European rollout of Sytel’s dialer software.
With this deployment, the company has now achieved 3,700 licenses worldwide. The company also announced plans to roll out the service throughout North America and Asia in 2013.
“Following the successful global deployment of our one-network approach, it was clear we needed a SIP-based dialer that could be deployed globally utilizing its new infrastructure,” said David Hynan, GfK Development & Infrastructure director, in a statement.
GfK selected the Sytel platform considering its flexible approach whereby local needs are harmonized. Another advantage of using Sytel hosted dialer is that it can be housed within GfK’s centralized global hub. With its very light, low-impact control traffic, the solution also allows interoperability between the Sytel core and the local in-country Softdial Telephony Gateway (News - Alert) (STG).
“Our new system reduces running costs in several ways,” said Hynan. "Firstly, it enables local PSTN access for each country, so our interviewers on global projects are in effect making local calls, significantly reducing call costs over our previous system."
The centralization of infrastructure helps the company avoid the need of trained IT staff in every country. All components of Sytel platform can be virtualized, so the team can deploy the gateways in multiple countries.
According to Sytel CEO Michael McKinlay, the hosted predictive dialer not only provides unbeatable interviewer talk time, it also comes with a “concurrent usage” licensing model. “This allows GfK to share their licenses across the globe, so as one country finishes a shift, another can start, using the same licenses. It gives them global calling for a fraction of the license cost of other systems.”
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Edited by Rachel Ramsey