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Confirmit integrates Sytel dialler to enhance contact centre productivity


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2013-05-21 10:38:35 -

London, UK and Oslo, Norway and New York, US: May 21, 2013: Confirmit, the leading global solutions provider for Customer Experience, Employee Engagement and Market Research, is pleased to announce the advanced integration of Sytel’s world-leading predictive dialler with the Confirmit Horizons CATI (Computer Assisted Telephone Interviewing) solution.


Terry Lawlor
Sytel Limited, a global provider of IP contact centre solutions, has used the Open Dialler API in Confirmit Horizons to develop a sophisticated interface with Confirmit. The solution maximises interviewer productivity when deploying Confirmit surveys to contact centre 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.

Terry Lawlor, EVP, Product Management at

Confirmit said: “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 Dialler API. Sytel’s integration ensures that our customers can now select one of the leading diallers on the market today to maximise interview productivity, whilst ensuring compliance with dialling 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,” said Lawlor. “We look forward to working together with Sytel on more projects in the future.”

Richard Compton, VP at Sytel with responsibility for the Market Research sector, commented: “Maximising interviewer talk time, whilst 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.”


Author:
Samantha Sharp
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Web: www.realwire.com
Phone: 01522883640

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