The Turkish media holding Power Group was looking for a software supplier to redesign the preexisting computer-assisted telephone interview (CATI) software system developed by a third party organization.
The solution from Tecom Group allows splitting the whole workflow into several simple steps: with a questionnaire displayed on a computer screen, an operator can read questions and enter responses right there. The gathered information ends up in the common database.
The system is based on a client-server architecture. It utilizes Asterisk as a telephony automation service. E1 digital phone interface card is used to connect Asterisk server to PSTN. The system supports up to 30 outgoing digital phone lines with single interface card. VoIP windows service should be installed on operators’ PCs. No other additional equipment is required and no phone lines need to be connected to operators’ PCs.
While redesigning the previous system Tecom Group focused on a simple architecture, which significantly streamlined operators’ and supervisors’ workflows. Now all, that an operator would need to start work, is a headset and a computer. The system does the preliminary work: it automatically detects and excludes answering machines and faxes from the list and filters the respondents database. The built-in auto-dialer allows reducing the time spent for making calls. Phone number priorities are respected: panelists are called first, then the purchased numbers and the auto generated ones are dialed, respectively. During and interview an operator can see the previously recorded answers. The system supports a tree-like survey structure. The gathered information goes into the internal database for further processing or can be exported into a third-party software if necessary. Besides, the list of “loyal” respondents (those who agreed to participate in the future interviews) is generated and maintained. The implemented system provides an administrator or a supervisor with an opportunity of executing real-time control over operators.
CATI software solution drastically facilitates and speeds up the whole workflow and helps to reduce costs for surveys. The system’s architecture makes it possible to customize the solution almost for any client’s needs.
