SimplyCalled Customer Support

SimplyCalled: Truly engaging customers.

The
Product

SimplyCalled allows customer support to communicate graphically and interactively with the customer during and after a call. It integrates into a company’s Interactive Voice Response System (IVR) and with the agent’s console allowing for interactive sessions between the customer and agent.

The heart of SimplyCalled is a system that delivers pop-up messages on the phone via a SDK added to a company’s existing app. If there is no app, the system falls back to a text message with a link to the same content.

Simplycalled works at every phase of a phone call to customer support; During the IVR selection phase it can act as a so called ‘Visual IVR’ allowing the caller to see and click on choices instead of listening to prompts. It can interact with the caller if they hang-up at any point prior to talking to an agent. Once talking to the agent the caller and agent can directly interact, say to mutually view a statement. It supports DocuSign so complex transactions can be completed without the signing fall-off when agreements are sent later. Once the call ends the customer can get a pop-up or text to rate the call or provide after the fact information.

Currently, SimplyCalled has integrations with Five9 IVR and agent console systems and with Twilio voice.

The
Work

I founded SimplyCalled, assembled investors, a CEO, sales people, advisors and designers. SimplyCalled went through the Boomtown Accelerator in Bolder Co. I was the sole developer on everything at SimplyCalled.

SimplyCalled consists of a three separate systems… The customer facing front end supports Android, iOS (to a lesser extent) and text into web pages. The back end provides a technology agnostic way of interfacing to the front end. he back-end is on an AWS server running Ubuntu. The code is PHP and uses MySQL. The third system provides interface to the customer service equipment. SimplyCalled has a ‘self install’ feature on Five9 IVRs by editing the IVR JSON on the fly. It integrates into the agent’s console by providing a series of web pages that can be integrated.

SimplyCalled was chosen to be one of 4 startups to present at a cable company conference held by CableLabs where there were 800 CTOs of cable companies present. The CTO of Cisco came up afterwards to complement me on the presentation.

At one point during the work on this startup we were ‘this close’ to a major contract with Sprint providing after-call services. We had a master service agreement and fully negotiated contract with pricing. Unfortunately it fell apart at the very last moment.