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

Microsoft Teams

ComputerTalk’s ice Contact Center Becomes Microsoft Teams Connected Contact Center Certified

Published On February 19, 2021 | Last Updated October 28, 2021

ComputerTalk is pleased to announce our completion of the Microsoft Teams Connected Contact Center Certification Program, becoming one of the first partners to receive the certification. As a certified partner solution, ComputerTalk showcases our decades-long commitment to strengthen our products with Microsoft’s cutting-edge technology.

Updated: October 28, 2021

With rigorous security and compliance testing, this certification ensures that ice Contact Center is reliable, of high quality, and a compatible Microsoft solution that customers can trust. This provides an extra level of assurance that their certified partner solution was verified and tested to enhance our customer’s effectiveness, efficiencies, and experience of their contact center.

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Extend your contact center with Microsoft Teams

Using the Extend model, ice Contact Center retains enterprise-class capabilities, while agents and subject matter experts (SMEs) can handle all multimedia interactions and administrators can access their monitoring and reporting tools within the Microsoft Teams client.

Why a Teams native contact center?

ice Contact Center extends the user experience natively within Teams to drive collaboration, deliver complex routing, and enable configurable designs to enhance customer experiences. To do this, ice embeds the agent client and sends all media into Teams, leveraging the tools Microsoft built for communication and collaboration.

As an all-in-one solution, ice does not require users to switch back and forth between platforms for information but rather utilize Teams as a single source to interact with end customers. With users’ ability to handle all media interactions, real-time monitoring tools, reporting, and more within the Teams client, ice provides a true native experience bringing together collaboration and functionality.

ComputerTalk’s strong relationship with Microsoft

“Microsoft's commitment to working with partners is helping drive digital transformation for people, organizations and industries around the world.” For over 15 years, ComputerTalk has been a Microsoft Partner. The partnership began when ComputerTalk first added support for Microsoft Live Communication Server (LCS), the predecessor to Lync; Skype for Business; and eventually Teams, to deliver instant messaging for internal help desks.

Blair Ferguson, Head of Global Partnerships at ComputerTalk says, “We’re excited to be one of Microsoft’s first partners to achieve this milestone. The momentum of Teams in the market is fierce and we are eager to continue to enable integrated Teams contact centers. ComputerTalk is passionately dedicated to our work with the Microsoft 365 ecosystem and end clients to build optimized solutions.”

This long-term commitment has cemented the strong relationship between ComputerTalk and Microsoft, including participation in multiple Technology Adoption Programs (TAP), Co-Sell, and now the Microsoft Teams Connected Contact Center Certification. ComputerTalk has six gold competencies in Application Development, Application Integration, Cloud Platform, Communications, Windows and Devices, and Datacenter. With such a long and celebrated history in their partnership, ComputerTalk continues to strengthen this relationship with Microsoft.

Ready to engage?

Many customers using ice Contact Center with Microsoft Teams today have experienced faster call connection times, enhanced collaboration, and a reliable solution they can depend on. ComputerTalk is here to help customers design and configure a unique Teams contact center that meets your changing needs and requirements.

Connect with us today and learn more about how we can help you on your journey to Teams.

ice Contact Center for Microsoft Teams

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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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