Make real-time customer feedback a real thing with AskField CATI

AskField CATI (Computer-Assisted Telephone Interviewing) is a comprehensive telephone interviewing system that combines advanced telephony technology with sophisticated survey management. Built on industry standards from queXS and IdSurvey, it features VoIP integration (Twilio, SIP, WebRTC, Asterisk), real-time supervisor monitoring with interviewer scoring, AAPOR-compliant outcome tracking, intelligent appointment scheduling, quota management, and seamless integration with AskField's multi-mode platform.

Where every call leads to actionable insights

Advanced survey design & operator interface

Design dynamic phone surveys with 30+ question types, advanced layouts, conditional logic, validation rules, DTMF support, and programmable features. The operator interface is optimized for telephone interviewers with touch-friendly controls, intuitive navigation, real-time response capture, and seamless integration with the survey engine. Features include auto-advance, skip logic, piping, and comprehensive keyboard shortcuts for efficient data collection.

Sophisticated project & case management

Comprehensive CATI project management with case assignment, priority tracking, and status monitoring. Advanced sample management with CSV/Excel imports, deduplication, validation, and contact phone management. Intelligent quota management with nested quotas, real-time tracking, and automatic enforcement. Appointment scheduling with timezone support, reminders, and delayed call queues for optimal respondent engagement.

VoIP integration & call management

Flexible VoIP integration supporting Twilio, SIP, WebRTC, and Asterisk providers. Comprehensive call management with automatic dialing, call state tracking, call attempt history, and outcome recording. Features include auto-dial configuration, answering machine detection, call restrictions, and intelligent call routing. Complete call history with duration tracking, notes, and case linking for full audit trails.

Real-time supervisor dashboard

Comprehensive supervisor portal with live dashboards showing active calls, interviewer status, quota progress, and system performance. Real-time interviewer state monitoring (IdSurvey Watcher) with idle detection, position tracking, and performance scoring. Live call monitoring, intervention tools, real-time messaging system, and daily statistics aggregation. Interviewer scoring based on completion rates with configurable thresholds and visual indicators.

AAPOR compliance & reporting

Full AAPOR (American Association for Public Opinion Research) compliance with standard outcome codes and calculation methods. Automatic calculation of response rates (RR1-RR6), cooperation rates (COOP1-COOP4), refusal rates (REF1-REF3), and contact rates (CON1-CON3). Comprehensive reporting with daily statistics, interviewer performance metrics, quota progress tracking, and exportable analytics for complete project visibility.

Shift management & operational control

Flexible shift management with recurring schedules, availability groups, and operator shift assignments with check-in/check-out tracking. Call restrictions with time-based rules and availability group linking. Auto-queue settings for intelligent case distribution. Multi-mode operations seamlessly integrate phone surveys with online, mobile, and offline data collection from a single, centralized platform with unified data management and analysis.

What if you had a way to scale your phone surveys while improving interviewer performance?

VoIP & Call Routing

Flexible VoIP integration with Twilio, SIP, WebRTC, and Asterisk support. Smart call routing ensures respondents are directed to the right interviewer based on skills, availability, and shift assignments. Intelligent call state management with automatic dialing, call attempt tracking, and outcome recording.

Real-Time Supervisor Dashboard

Monitor interviewer performance and project progress with real-time dashboards showing active calls, interviewer states, quota progress, and AAPOR rates. Interviewer scoring system tracks completion rates with visual indicators. Live messaging system enables instant communication between supervisors and operators for quality assurance.

Appointment Scheduling & Outcomes

Intelligent appointment scheduling with timezone support, automatic reminders, and delayed call queues. AAPOR-compliant outcome management with configurable outcome types, automatic delay calculations, and case note tracking. Support for respondent selection, referrals, and self-complete options for flexible survey administration.

Comprehensive Sample Management

Efficiently manage your contact lists, respondents, and sample data with powerful import, organization, and distribution tools.

Import & Data Management

CSV and Excel file import with automatic column mapping and data validation
Automatic deduplication to prevent duplicate contacts across samples
Phone number validation and formatting with country code support
Multiple contact phone numbers per respondent with descriptions
Sample status management (active/inactive) for workflow control

Organization & Search

Organize contacts into multiple sample lists with custom names and descriptions
Advanced search functionality across all contact fields and metadata
Filter by status, sample list, assignment, and call history
Real-time record counts and statistics per sample list
Export samples to CSV/Excel for external analysis and backup

Case Distribution

Intelligent case distribution to operators with progress tracking
View assigned contacts per operator with completion statistics
Release and reassign contacts for flexible workload management
Track total attempts, completed contacts, and in-progress cases
Bulk operations for adding, deleting, and managing contacts

Contact Management

Individual contact management with full metadata support
Contact status tracking: pending, contacted, completed, declined, unreachable
Link contacts to cases for complete call history and outcome tracking
Pagination and sorting for efficient navigation of large contact lists
Complete audit trail with creation and modification timestamps

Intelligent Appointment Scheduling

Schedule follow-up calls with timezone awareness, automatic reminders, and flexible appointment types to maximize respondent engagement.

Appointment Types

Specific Time Appointments
Schedule exact date and time for follow-up calls with precise control over when contacts are reached.
Operator-Specific Appointments
Assign appointments to specific operators to ensure continuity and build rapport with respondents.
Availability Window Appointments
Schedule within respondent availability groups to respect preferred calling times and increase contact rates.
Delayed Call Queue
Automatic retry scheduling with configurable delays based on call outcomes and retry policies.

Timezone & Scheduling

Full timezone support with automatic conversion for global projects
Support for major timezones including UTC, US timezones, European, Asian, and Australian regions
Time range scheduling with start and end times for flexible appointment windows
Calendar view with month, week, day, and list views for easy appointment management
Visual appointment indicators with color coding and status badges

Reminders & Automation

Automatic reminder system with configurable reminder timing and frequency
Reminder tracking with sent timestamps and reminder count monitoring
Automatic retry logic with maximum retry limits and delay calculations
Outcome-based delay configuration for intelligent rescheduling
Integration with shift restrictions to respect operator availability

Management & Tracking

Appointment status tracking: scheduled, confirmed, completed, cancelled, missed
Reschedule and cancel appointments with full history preservation
Notes and comments attached to appointments for context and follow-up
Link appointments to cases for complete call history integration
My Appointments view for operators to see their scheduled calls

What our clients say about us.

logitRESEARCHEXECUTED™

"We've been avid users of the AskField platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients."

Steve Male

VP Innovation & Strategic Partnerships

Mediametrie

"Since using the integrated AskField platform, we have significantly increased our productivity and made the management of the thousands of songs that we process each year much more efficient."

Jacques-François Fournols

Executive Director

Pollster makes three million calls with AskField, reports results in real-time

Picture this... you're a successful polling organization with a forty-year history of reliable results. You've worked with esteemed publications from The Wall Street Journal to The New York Times, and you're ranked as one of the most accurate pollsters in the United States.

The Challenge

But, you've taken on a massive, first-of-its-kind polling project - and you can't do it alone. You plan to conduct nearly 100 polls across dozens of House and Senate races - and publish the results live online, which no pollster has ever done before. But you don't have enough people to conduct all these calls yourself, and you're not sure where to track down additional qualified researchers, or how to get them working together smoothly enough to ensure accurate live results.

The Solution

So, you turn to AskField. We connect you with four respected phone survey centers in our client network so you can scale your capacity without sacrificing quality. Then, we help you centralize management of your questionnaires, calling strategy, and data, so that you and your partners can collaborate easily. And last, features like CATI and an integrated dialer make your calls more efficient, and allow you to adjust strategy as you go, so you can get the data you need quickly.

The Outcome

Now, millions of Americans were able to follow the race in real-time. Plus, they gained a better understanding of polling with your innovative, transparent approach. And with AskField at your side, you know you know that no matter what new challenge you take on, you're ready to answer anything.

Ready to Answer Anything?

AskField is how anyone with complex research questions gets better answers, faster. Speak with an AskField survey specialist today.