Confirmit, a provider of customer experience, employee engagement, and market research solutions, has integrated Systel's predictive dialer into its Horizons CATI (Computer Assisted Telephone Interviewing) solution.
Sytel has used the Open Dialer API in Confirmit Horizons to develop a sophisticated 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.
"Maximizing interviewer talk time, while adhering to industry regulations, is vital because it means more completed interviews per hour," said Richard Compton, a vice president at Sytel, in a statement. "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 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, executive vice president of product management at Confirmit, in a statement. "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."