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

Company News and Culture

ComputerTalk and VNEXT: Partners in Providing Full-Service Telephony Migration to Microsoft Teams

by Shaundalee Carvalho | Published On May 30, 2023

We are pleased to announce that we have partnered with VNEXT Group to provide customers with full telephony and unified communications (UC) migration to Microsoft Teams, including the contact center.

ComputerTalk is the developer of ice Contact Center. ice is a Microsoft Teams native contact center solution that modernizes the call center with business application integrations, AI, and analytics across all communication channels, helping organizations deliver outstanding customer experiences.

VNEXT is a Microsoft consulting partner that helps organizations optimize their IT investments and operations for success. VNEXT supports organizations in their digital transformation journey, no matter what stage they are at, through professional and managed services, ongoing consulting support, and more.

What does this partnership mean for customers?

With this joint offering, ComputerTalk and VNEXT will provide customers with a one-stop shop for all their UC and contact center needs.

“We're so excited to partner with VNEXT!” says Blair Ferguson, Chief of Staff at ComputerTalk. “Our combined expertise will assure customers going all-in on Microsoft that they're getting the best solutions from the most qualified experts. To top it all off, they get the most convenient, seamless experience by accessing experts in both UC and contact center all in one place. We look forward to expanding into new markets and continuing to drive better customer experiences with VNEXT by our side.”

For customers looking to migrate their telephony to Microsoft Teams, VNEXT will provide expert consulting and support services while ComputerTalk transitions the contact center to ice, a native Microsoft Teams certified contact center solution.

Trusted Microsoft Partners

Customers wishing to go all in on Microsoft can trust the solutions and services provided by Microsoft partners ComputerTalk and VNEXT.

ComputerTalk’s ice Contact Center is certified under the Connected Contact Center for Microsoft Teams Certification program. This certification involves rigorous review and testing by Microsoft and ensures that certified Teams contact centers are reliable, high quality, and compatible solutions that customers can trust. Additionally, having been a Microsoft Partner since 2005, ComputerTalk is a member of several Microsoft Technology Adoption Programs (TAP) and is part of the Co-Sell program.

VNEXT is an award-winning Microsoft Partner in Canada. Their team is comprised of certified professionals that have completed rigorous training, met stringent technical certifications and have demonstrated proven expertise in Microsoft technologies and solutions such as Cloud Platform, Cloud Productivity, Datacenter, Messaging, Communications, Collaboration and Content, Enterprise Mobility Management, Application Development, Windows and Devices, as well as Project and Portfolio Management. Their senior experts have more than 15 years’ experience in Microsoft Teams, Microsoft 365, Azure, The Power Platform, Enterprise Mobility + Security, Windows and everything in between.

Get Started Today!

To learn more about how ComputerTalk and VNEXT can transform your UC and contact center, request a demo at www.computer-talk.com/contact-us/demo-request.

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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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