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
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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.
More from our blog
ComputerTalk is Sponsoring Surrey Hospitals Foundation’s Good Health Telethon and Radiothon
Surrey Hospitals Foundation (SHF) is the largest non-government funder of healthcare for families in Surrey, British Columbia, and the surrounding Fraser Valley communities. The foundation’s work is critical to the health of the 1.9 million residents of the Fraser Health region.
This year, for the second year in a row, ComputerTalk is proud to sponsor the foundation’s Good Health Telethon and Radiothon through the provision of contact center software that will allow SHF to accept donation calls. Donations to the event will be matched by their matching sponsor, Peterson, up to $200,000. The foundation hopes to raise a total of $400,000 with the help of our community.
The event will be in support of children and youth mental health at Surrey Memorial Hospital (SMH). The hospital has four children and youth mental health programs related to this cause: Short Term Assessment Response Treatment (START), the Children and Adolescent Psychiatric Stabilization Unit (CAPSU), the Adolescent Psychiatric Unit (APU), and the Adolescent Day Treatment Program (ADTP).
One initiative supported by this year’s Good Health Telethon and Radiothon will be the renovation of the outdoor courtyard at the Shirley Dean Pavilion, which houses the Adolescent Day Treatment Program. The courtyard is a multi-purpose area where young patients can take part in fulfilling and therapeutic activities that are instrumental in their recovery. It includes an outdoor gym, a vegetable garden, and an outdoor space for group therapy. The area is currently outdated and in need of an upgrade. It lacks storage space, a greenhouse, and a seating area, which are all important elements for the mental health program. Funds raised during this year’s event will help to update the space.
The Good Health Telethon and Radiothon will also support other initiatives, including Music and Art Therapy programs. These programs help youth to better understand and express their emotions. Art can bring joy and hope to people while reducing agitation and aggression. Music can help them to access their inner thoughts and build a sense of community.
Left untreated, mental illness can lead youth towards serious problems in their futures, like the use of street drugs, isolation, homelessness, and suicide. That is why it is crucial to support youth mental health initiatives, like those being funded by this year’s Good Health Telethon and Radiothon.
ComputerTalk is proud to support such an important cause. We look forward to making a difference in the lives of the people of the Fraser Health region.
To tune in, you can listen to the radiothon from 11:00 am to 7:00 pm PST on AM1470, and 3:00 pm to 8:00 pm PST on FM96.1. You can watch the telethon from 8:00 pm to 9:20 pm PST on Fairchild TV1. You can also make a donation by visiting Surrey Hospitals Foundation’s website or call the national toll-free number at 1-833-838-0303 on October 22nd. The phone line will open from 11am to midnight.
To learn more about how ComputerTalk has supported other important health initiatives, check out our case study with BC Children’s Hospital Foundation.