Customer Interaction Management
Simpl develops an understanding of overall business strategies, while applying our knowledge of operational best practice in contact centres, to effectively implement powerful technology solutions from market leading suppliers such as Genesys Laboratories.
From consulting to implementation, support, application development, technical integration and deployment, Simpl will design, architect and integrate systems and services solutions for customer management strategies.
Simpl transforms the Customer Interaction experience for large organisations with highly specialist technology consultants, powerful solutions from the Genesys software suite, and other market leading technologies.
We work closely with contact centre business and technology managers to better align contact centres with the business goals and strategies of the entire organisation. Simpl's goal is to apply significant technological and operational best practices that improve overall quality of customer care and increase the speed of customer service capabilities.
Our Capabilities
Simpl's Customer Interaction Management (CIM) team provides a full range of services and powerful technology solutions, including:
- Contact centre operations and process consultancy
- Business requirements analysis
- Architectural design and specification
- Genesys Software Suite implementation and integration
- Application development: softphone, screen pop, readerboard and routing tools, among others
- Computer Telepony Integration (CTI) development
- IVR solutions (DTMF and Speech)
- Web-based reporting and software
- Workforce Management solutions
- Customer Relationship Management (CRM) integration
In delivering these solutions, we utilise Simpl's specalised services to ensure success throughout the solution's life-cycle:
- Business and IS strategy
- Project Management
- Implementation and Test Management
- Deployment
- Support and Maintenance
White Papers
Content Overload
This can impact an organisation’s ability to manage knowledge; this paper discusses thoughts on improving content management.
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