Kantar Adds Sytel CCaaS Platform to Global CATI Centers

February 23, 2022

Kantar has integrated Sytel’s CCaas (Contact Center as a Service) cloud platform into its CATI centers, to cope with an expected load of more than 3,500 simultaneous telephone interviews in more than 25 countries.

Sytel’s flagship Softdial Contact Center (SCC) suite of applications and services can be deployed via public or private cloud, or on-premise. SCC manages communication of all media types – voice, chat, email, SMS, social and video – automatically combining and balancing all contact sessions between all agents, all queues and campaigns with its session vending machine.

Kantar uses CATI for interviews and quota management, the Sytel platform supporting local operators connected to the central solution. The cloud servers and dialer platform are fully managed by Sytel, and investigators can access the system from their office or home, with a headset to use the in-browser WebRTC phone. In addition, Sytel designed individual and centralized reports and customized a supervision console specifically for Kantar.

Dave Murray (pictured), Director of Technical Solutions at Kantar, commented: “Sytel’s solution supports multiple separate tenants, allowing our operating companies to stay separate, keeping control of sensitive customer data and deploy their own local configurations to maintain compliance and productivity Sytel’s extensive experience, both in cloud hosting operations and support for CATI, as well as its global leadership in predictive dialing were key drivers in their choice as a partner for this business-critical activity.

Websites: www.kantar.com and www.sytel.com .