IBM SPSS Data Collection Phone Interviews

IBM® SPSS® Data Collection Phone Interviews (formerly PASW® Data Collection Interviewer Phone) delivers power and productivity today – and flexibility for the future.

IBM SPSS Data Collection Phone Interviews increases the productivity of actual and virtual call centers, reducing the costs of phone surveys while boosting response rates, increasing scale and making it easy to conduct high-quality global research at lower cost. Read about its new capabilities.

• A comprehensive platform for CATI (Computer Assisted Telephone Interviewing), with tools specifically designed for the needs of different users – interviewers, supervisors and managers – to ensure maximum utilization and operational efficiency
• Robust telephone interviewing built on the foundation of Quancept CATI – but for today´s modern telephone interviewing environment
• Granular command and oversight of the entire telephone environment provides tight control of interviewers, respondents and sample management
• Create and deploy surveys, manage samples and quotas, view reports on the productivity of samples and interviewers – and deliver high-quality interviews and accurate survey results
• Survey interface built for speed and efficiency – create one survey and deploy over the Web, by telephone or face to face
• Maximize respondent rates and ensure contacts are never lost through instant transition to Web interviewing
• Security and control – manage access rights and levels across the enterprise to ensure users see the actions they need or are allowed to carry out
• Built-in fault tolerance, and scalability to accommodate the escalating needs of complex surveys and large global call centers
• Extensive auditing capabilities – onscreen or audio monitoring across all locations to ensure the quality and accuracy of surveys
• Create global or project-specific rules to streamline operations within call centers
• Predictive and group dialing option with IBM SPSS Data Collection Dialer. Combine the powerful and rich sample and interview management capabilities of IBM SPSS Data Collection Phone Interviews with third-party dialers. In line with the IBM SPSS open platform philosophy, this Solution Development Kit makes it easy to integrate IBM SPSS Data Collection Phone Interviews with a third-party autodialer or IVR-enabled dialer

Analysis and reporting

• View frequency and crosstab statistics, summary tables, lists of verbatim responses, and percentages in real time, through a Web browser
• Analyze open-ended responses using IBM SPSS Text Analytics for Surveys™
• Export data to external databases or to Quantum, Quanvert, IBM SPSS Statistics, IBM SPSS Modeler , or third-party applications for additional analysis, graphing and modeling
• Develop more complex reports using IBM SPSS Data Collection Survey Reporter

Predictive dialing

IBM SPSS Data Collection Phone Interviews provides advanced features for controlling the telephone dialing functions of IBM SPSS Data Collection Dialer or, via IBM SPSS Data Collection Dialer Connection, a third-party autodialer.

• Benefit from significant productivity gains, lower staff costs and increased job satisfaction
• Ensure that interviewer are fully engaged with respondents
• Auto-detection of the call outcome minimizes the time lost to unsuccessful calls
• Program the responses to each possible call outcome according to campaign-specific or global rules
• Ensure compliance with industry standards, professional codes and legal requirements by setting limits to the number of “silent calls”
• Hand off respondents to an IVR system

VoIP

Use Voice over Internet Protocol (VoIP) to increase the efficiency and reduce the cost of call center operations.

• Interviewers can work remotely – at home or in a virtual office – as if they were in the call center
• Locate dialers remotely to take advantage the most economic call rates
• Reduce cabling costs and eliminate the cost of maintaining extension lines
• Support for any combination of conventional phones and VoIP connections
• Reduce the cost of inter-site phone calls
• Overcome the line-length limitation of conventional telephone cables

IBM SPSS Data Collection Dialer Connection

Now, researchers can combine the powerful predictive dialing and rich sample and interview management capabilities of IBM SPSS Data Collection Phone Interviews with third-party dialers. In line with the IBM SPSS open platform philosophy, this Solution Development Kit makes it easy to integrate IBM SPSS Data Collection Phone Interviews with a third-party autodialer or IVR-enabled dialer.

Integration with Pro-t-s and Sytel dialer is already available as part of IBM SPSS Data Collection 6.

The Sytel predictive dialer is designed for performance in market research and is the one “software only” dialer to be fully integrated with IBM’s SPSS phone Interviews; Sytel is empowering customers in over 46 countries and delivers 24x7 support worldwide.

PRO-T-S is a researchPredictive dialing system designed by researchers specifically for survey research –  Tried, tested and widely used.

IBM SPSS Data Collection Dialer VoIP Add-on

Connect to the world with the IBM SPSS Data Collection Dialer VoIP Add-on. Researchers can now reduce the cost of global telephone surveys – while maintaining complete control – by making VoIP calls to respondents via the IBM SPSS Data Collection Dialer VoIP Add-on and their local telecoms provider.

Fast, efficient autodialing reduces the cost and increases the efficiency of telephone interviewing

IBM SPSS Data Collection Dialer is a dedicated automatic dialing system that operates as a slave to IBM SPSS Data Collection Phone Interviews. Rather than driving the interview-calling process, as with some autodialers, it is continuously under the control of the survey management system.

• More flexible, efficient and controllable than hardwired dialers
• Auto-detection of the call outcome minimizes the time lost to unsuccessful calls
• Program the responses to each possible call outcome according to campaign-specific or global rules
• Record and playback conversations for quality assurance, to review verbatim responses or to classify unclear or unanticipated responses

Predictive dialing

With IBM SPSS Data Collection Phone Interviews, IBM SPSS Data Collection Dialer can provide a powerful, fully configurable predictive dialing service.

• Benefit from significant productivity gains, lower staff costs and increased job satisfaction
• Ensure interviewers are focused and fully engaged with respondents
• Ensure compliance with industry standards, professional codes and legal requirements by setting limits to the number of ‘silent calls’
• Hand-off respondents to an IVR system

VoIP in the call center

Use Voice over Internet Protocol (VoIP) to increase the efficiency and reduce the cost of call center operations.

• Interviewers can work remotely – at home or in a virtual office – as if they were in the call centre
• Locate dialers remotely to take advantage the most economic call rates
• Reduce cabling costs and eliminate the cost of maintaining extension lines
• Support for any combination of conventional phones and VoIP connections

Interviewer phone operation requires all of the services listed on Data Collection Web Interviews Server. Additional system requirements include:

• Operating System and Software
  • 32-bit or 64-bit version of Microsoft® Windows® 7 or Windows Vista®
  • Microsoft Internet Explorer® 7 or later
  OR
  • 32-bit version of Microsoft Windows XP Professional with Service Pack 3, with
  • Microsoft Internet Explorer 6 or later

• Hardware
  • Processor: Intel® Pentium®-class processor running at 500 MHz or faster.
  • Memory: 256 MB RAM or more
  • Disk space: 100 MB minimum
  • Display: 1024 x 768 or higher-resolution graphics adaptor, supporting minimum 16-bit color quality

• Microsoft® Windows® XP Professional (32-bit edition) with Service Pack 3 or Microsoft Windows 7 or Windows Vista (32-bit or 64-bit edition)

OR

• Wyse terminals running Linux V6 and Firefox Web Browser Version 1.0.
• For Windows: Pentium-class processor running at 500 MHz or faster; for Wyse: 486-type processor operating at 66MHz or faster; Intel Pentium III or later recommended
• For Windows: 256 MB or more of random-access memory (RAM); For Wyse: 32 MB of random-access memory (RAM); 128 MB recommended
• A hard disk with at least 100 MB of available disk space.
• A 1024 x 768 or higher resolution graphics adaptor that supports at least 16-bit color.
• A CD-ROM drive.

• For XP Professional
• Internet Explorer 6 or later

• For Vista
• Internet Explorer 7 or later

• For Linux
• Mozilla® Firefox® Web Browser Version 1.0

Note: Modem dialing is not supported on Wyse Winterms: a PC running Microsoft Windows, as previously specified, is required.