Leading Hispanic market research consultants Garcia Research Associates has announced its decision to get a fully hosted SaaS (Software-as-a-Service) communication solution from Confirmit (News - Alert).

The new solution will integrate the dual functionalities of CATI (Computer Assisted Telephone Interviewing) and analytical dialing on to a single platform.

Pat Molloy, chief strategy officer at Confirmit, said: “The use of the integrated Confirmit telephony and dialing solution will enable GRA to recruit new panelists for its Hispanic market research panel faster and more efficiently than can be done at present. In addition, because Confirmit will be used as a hosted solution, it will provide significant reductions in terms of in-house support and hardware costs, while also reducing the complexity of GRA's current solution set."

The company hopes to introduce this solution in 30 of the 125 call centers operated by the firm in the first phase of implementation. GRA will also mark a transition to the analytical dialing feature from its existing automatic dialing system along with this implementation. This predictive dialing feature has been developed by Confirmit in association with Magnetic North. With this transition, the firm hopes to achieve improved resource productivity and superiority of telephony functions along with cutting down on related expenditure. The solution will give the firm an uninterrupted enrollment technique because agents can start on the next call the minute they end the present one.

GRA currently has two call centers, one in Burbank, California and the other in Tijuana, Mexico. The SaaS (News - Alert) solution is initially expected to be implemented at the Tijuana site; agents will contact potential panelists, evaluate their appropriateness for being a member of the GRA panel and then key in the selected panelists’ information using the CATI system. GRA does a lot of its work outside the network-this solution will also serve as a base for this. Depending on how well the first phase of implementation goes, GRA will proceed to execute the solution through its entire contact centre operations, thereby laying the foundation for all its data assimilation and panel administration work to be done using the solution.

For GRA, the Confirmit solutions represent great value in terms of providing dependable capabilities to bring together its systems, cut down expenses and improve productivity in the enterprise. GRA had in the past implemented the solution from Confirmit for their systemic data assimilation and panel administration work. The telephony solution from Confirmit was only the next logical step. GRA also believes that the Service Level Agreements that Confirmit and Magnetic North gave them also provided them extra assurance for its dependability and accessibility of software.

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