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
How ComputerTalk is Supporting Remote Workers in the Contact Center during COVID-19
ice Contact Center supports remote workers in a variety of options to suit your needs. Users can download the desktop iceBar application, user the web version of iceBar, of if you have Microsoft Teams, users can handle interactions directly within the Teams client. Depending on how your organization is configured, users can either connect to ice over the internet or us a VPN. ice is fully capable of supporting all your contact center users as they work from anywhere in the world at any time.
With ice, your employees can manage the entire contact center operations from the safety of their homes. Whether it be agents interacting with customers, managers configuring queues, or administrators making changes to your workflow, ice Contact Center can support your organization as your staff work from home. As part of our solution, we are here to help you transition to a remote workforce to ensure a smooth and continuous customer experience.
Some ways ComputerTalk can help:
- Increase agent licenses on the fly to account for higher than usual interaction volumes
- Set up automated outbound broadcast calls and text messages to advise your customers of notices and update them on changing situations
- Add modalities such as web chat, SMS, and social media so customers can contact your organization on multiple channels
- Add a chatbot to respond to frequently asked questions 24 hours a day, 7 days a week
- Enable contact center users to work remotely with our solution
- ComputerTalk offers service in the cloud, allowing us to maintaining the infrastructure so you can focus on what you do best
- Utilize video conferencing and screen sharing to keep a personal touch with employees and customers
- ice Contact Center is endpoint agnostic. Therefore, no matter where calls are coming from, we can support you through your transition to work remotely
We’d love to show you how ice Contact Center works in action. If you’re an existing customer, reach out to your Account Manager or send us a message.
If you’re not a ComputerTalk customer, learn more about our solutions request a personalized demo to ensure your contact center can support your staff as they work remotely.