BLOGS

IVR Benefits

Increase customer satisfaction by offering personalized call treatment.

Decrease call times.

Improve efficiency and productivity.

Automated speech recognition.

Free up resources through automation.

Increase first contact resolution by routing to the appropriate agent.

Reduce operational costs.

Track and report the journey of every call.

Gain

Automated Speech Recognition

Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.

IVR and Contact Center Continuity

IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.

Outbound IVR

Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus

Industry

5 Ways to Learn More About ice Contact Center

by Shaundalee Carvalho | Published On August 27, 2021

During our last Slice of ice webinar, we announced that we would be taking a break from the monthly format for our Slice of ice series. While we won’t be hosting a new webinar for the next few months, we still have plenty of resources available on ice and all things contact center! Check them out:

ComputerTalk Channel – On our GoToStage channel, you can find recordings of all our past Slice of ice sessions (more than a dozen!) as well as other one-off webinars. Content includes training-style videos that show you how to use different features and tools, as well as videos that show you different ways to enhance your contact center.
Blog – If you prefer to learn by reading, you can check out past Slice of ice recaps on our blog. Here, you can also find ComputerTalk news and helpful articles on how to make the best of your contact center.
YouTube – If you’re looking for some video content but don’t have time for a full Slice of ice session, head on over to our YouTube channel to find shorter video resources.
ComputerTalk Newsletter – To get all the latest ComputerTalk news, blogs, and customer success stories delivered straight to your inbox every month, sign up for our newsletter using the form at the bottom of our homepage.
Contact Us – As always, we’re here for you! Reach out if you have technical support or HowTo questions or if you’re interested in seeing a demo.

For future updates on Slice of ice or other webinars, keep an eye on your inbox and be sure to follow us on social media.

Customer service Slice of ice technical support

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Slice of ice Recap: Navigating iceAdministrator Part 1

On Wednesday, September 16th, ComputerTalk presented the first of two Slice of ice (formerly Lunch and Learn) sessions devoted to navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar provided an overview of iceAdministrator, discussed managing your contact...

What is a Contact Center?

A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.

Top 10 Training Methods to Increase Agent Productivity and Customer Experience

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Sample Applications

The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.

We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.

Appointment Scheduler
Auto Attendant
Bill Payment
Billing and Account Inquiry
Call Routing
Check Ordering
Claim Filing and Processing
Credit Card Activation
FAQs
Hear Shift Schedules
Listen to Human Resources Listings
Policy Renewal or Coverage Changes
Traffic Enforcement - Pay Tickets by Phone

Auto Attendant

ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.

Advantage

When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.

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