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June 08, 2009

Simpro Launches Automated IVR Customer Service Portal

By Susan J. Campbell, TMCnet Contributing Editor

Simpro Solutions Inc., a provider of call center, customer relationship management (CRM) and business process outsourcing services (BPO) headquartered in Toronto, Canada, has announced that it has launched an automated Interactive Voice Response (IVR) customer service portal.

This portal has been designed specifically for the Direct TV (DRTV) infomercial Industry. The portal offers key features that have been included to cater to this specific and unique industry.
The features include automated call distribution and call answering, real-time customer order, billing and fulfillment. The automated portal is positioned as greatly improving the service quality and response time for DRTV infomercial orders by providing customers with immediate and automated order taking capabilities 24 hours a day, seven days a week.
One key feature of the portal is its ability to dynamically scale up to handle the unplaced “spikes” in call volume. As such events are as common as they are unpredictable in the call center space; this feature will add significant value.
"This is a significant step for the company as it symbolizes our service expansion from the traditional DRTV live agent model into the fully automated service model ensuring virtually no loss in revenue (orders) to our customers," said Mr. Nadra, President of Simpro Solutions (News - Alert), in a statement.
"We are confident that our IVR deployment experience will help the DRTV industry improve order taking time, customer interaction quality, overall customer satisfaction, and maximize DRTV infomercial response rate and the effectiveness of the campaigns. The IVR system we deployed has gone through stringent production and stress tests and has been operating smoothly," said Paras Dharamshi, vice president of Client Services, in a statement.

Simpro Solutions provides solutions for call centers and services for back office functions to companies in its worldwide network of contact centers. Its CRM solution covers each stage of the customer lifecycle: customer care, monthly billing, and back office processing, inbound sales and marketing campaigns, outbound telemarketing campaigns, technical support, Tier-3 network support, help desk, marketing support, e-mail solutions, and application and claims processing.

Simpro has done well to cater to the specific needs of its client industries. In doing so, the company is able to drive consistent demand for its solutions. This latest portal caters to the growing need for self-service solutions in a variety of industries. This allows for costs to be contained, while also delivering on customer service expectations. It really is the best of both worlds.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Amy Tierney

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