Few companies make as many phone calls as market research organizations. For this reason, it’s critical research companies have a robust call center platform in place that is flexible, reliable and easy to scale up as necessary.
London-based market research organization Kantar has a strong need for a reliable telephony platform. The company employs more than 3,500 concurrent telephone interviewers across more than 25 countries. The company requires a solution that allows it to run telephone-based campaigns of any size and of any duration anywhere in the world.
UK-based Sytel, a privately-owned and funded software development house, was recently chosen by Kantar to provide a cloud platform for Kantar’s global market research centers. Sytel’s Contact Centre as a Service (CCaaS) cloud platform allows for instant and rapid growth of Kantar’s research initiatives as new countries join up, with operations in multiple countries scheduled for 2022. The system is fully managed by Sytel from its headquarters in Aylesbury in the UK.
“Sytel’s solution supports multiple, segregated tenants, which allows our operating companies to remain separate, keeping control of client-sensitive data and deploying their own local configurations to maintain compliance and productivity,” said Dave Murray, Director of Technical Solutions at Kantar, in a statement. “Sytel’s extensive experience, in both cloud hosting operations and support for CATI, together with their global leadership in predictive dialing were the key determinants in choosing them as our partner for this company-critical activity.”
Kantar uses the Computer Assisted Telephone Interviewing (CATI) system provided by NIPO for interviewing and quota management, with the Sytel platform supporting local carriers connected back to the central solution. As the solution is software-only in the cloud, individual Kantar sites have no need to procure and manage infrastructure. Both the cloud servers and the dialer platform itself are fully managed by Sytel. Interviewers need only a thin client that can access the system either from office or home, and a headset to make use of the WebRTC phone built into the browser.
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Edited by
Luke Bellos
