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

ComputerTalk’s ice Contact Center vs. Genesys

by Shaundalee Carvalho | Published On January 13, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against Genesys in the InfoTech Research Group’s SoftwareReviews.

Founded in 1997, Info-Tech Research Group is now the world’s fastest-growing information technology research and advisory group. They serve over 30,000 IT professionals worldwide, helping them make well-informed strategic decisions by producing unbiased and highly relevant research.

Info-Tech’s latest division, SoftwareReviews, officially launched in 2017. SoftwareReviews collects and analyzes detailed reviews from software users to provide a thorough understanding of products from the unbiased perspectives of the people who use them. They verify users and check each review for authenticity to maintain high-quality, reliable data.

SoftwareReviews’ latest report showed that ComputerTalk led against Genesys in multiple categories, including Multi-Channel Intake Integration, Contact Center Analytics, and Ease of Customization.

Multi-Channel Intake Integration

In the Multi-Channel Intake Integration category, ComputerTalk scored 89%, beating Genesys’ score of 83%.

ComputerTalk is proud to offer a variety of channels (and integrations) in its ice Contact Center, including traditional voice, email, IM, SMS, social media, and more.

Contact Center Analytics

In the Contact Center Analytics category, ComputerTalk achieved a score of 85%, beating Genesys’ score of 79%.

With the combination of our real-time monitoring and historical reporting tools, ice Contact Center users are well-equipped to make both immediate and long-term informed, strategic decisions. A PowerBI integration provides the opportunity for even more in-depth analysis.

iceMonitor lets you monitor contact center activities in real time with easy-to-read, color-coded displays. You can also set alerts to notify you when warning thresholds are met so you can address issues as soon as they arise, even if you’re not actively watching the dashboard.

iceReporting provides access to over 100 configurable reports. They can be scheduled to run regularly so you can stay on top of data collection at all times.

To further expand on contact center analytics, ComputerTalk provides a PowerBI integration. It brings contact center data into Power BI, enabling supervisors to create custom reports and unify analytics from other applications. This facilitates a holistic analysis of your business needs.

Ease of Customization

With respect to Ease of Customization, ComputerTalk outperformed Genesys by a whopping 14%, scoring 86%, while Genesys scored just 72%.

ComputerTalk works closely with our customers to build the exact solution they need. Whether you use a traditional PBX, Microsoft Teams, or some other telephony, we can connect to your choice of phone system. We offer a variety of modalities to ensure that your customers can reach you wherever you want them to. With dozens of pre-built connectors, we can integrate with many existing tools. Beyond that, we can create custom connectors to integrate with less common and even homegrown tools. From your choice of phone system and modalities to integrations and custom applications, ComputerTalk will work with you to ensure your ice Contact Center meets your needs, no matter what they are.

ice Contact Center

ComputerTalk is proud to provide ice Contact Center solutions that our customers rate so highly. If you want to see what all the hype is about for yourself, request a demo.

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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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