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
TOPICS
- Company News and Culture
- Contact Center
- Customer Experience
- Events
- Industry
- Integrations
- Microsoft Teams
ASK US A QUESTION
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.
More from our blog
Using Omnichannel Communications to Accelerate Ticket Sales Through your Contact Center
You can view the entire webinar recording here. If you didn’t want to watch the whole recording, here’s a quick summary.
Anticipate customer needs with and CRM integration
When Fan Fred’s in-laws were in town, he had to purchase two additional tickets to the iceville Beavers’ game that he and his partner were attending. Fred decided to text the team. The ticket sales representative was able to enhance Fred’s experience by already knowing his section and seats. This reduced the back and forth time, as well as the need for Fred to search for his tickets or seat numbers.
Fred’s information housed in CRM was automatically screen popped to the agent. With the contact center and CRM integration, the agent has Fred’s purchasing history and knew the ticket dates and seats, which prompted the agent to ask Fred if he wanted to buy tickets in section 42.
Turn around negative customer experiences with multichannel communication
A negative tweet from Fred:
A DM from the iceville Beavers:
Public appreciation tweet from Fred:
Many customers expressed their frustrations or joy on social media for all to see. In this case, Fred had a negative experience when his beer was warm. The agent was able to turn that into a positive experience, by offering a replacement to Fred’s warm beer. As a result, Fred showed public appreciation after the iceville Beavers was able to turn around his negative experience.
As more and more companies are focused on enhancing the customer experience, the iceville Beavers have been integrating more communication channels with their contact center such as voice, video, email, web chat, IM, SMS, mobile app, and chatbots. This allows customers to reach them on their preferred communication channels, while agents are still receiving all inquiries on one platform.
Proactively upsell with outbound campaigns
In the third scenario, it was the organization who contacted Fred first. By integrating the contact center with their CRM and ticketing software, the iceville Beavers were able to analyze their past ticket sales to determine top customers to target. A customer who purchased tickets 10 times compared to someone who went to a game once or twice is more likely to buy seasons pass.
Bringing the pieces together
As you can see, having a holistic omnichannel approach with your contact center allows customers to reach your organization on their preferred communication channel. Being accessible to customers through a number of methods enables communications to work
seamlessly no matter which channel is used. Integrating your CRM with your contact center equips your agent with information to serve your customers better.
Have you integrated any of these channels with your contact center as a part of your customer engagement strategy? Want to see how this works live? Request a demo with our team today.