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
Is Your Contact Center Holiday-Ready?
ice Contact Center allows your customers to reach you through multiple channels during business hours. When business hours change for a holiday, your contact center needs to be up to date on the change. Fortunately, as an administrator or supervisor in ice, you can easily update your holiday hours and ensure that your contact center runs the way it should every day of the year. You may have already set these hours for the whole year; however, if you haven’t or if you’ve recently made changes and you want to confirm that your contact center information is correct, you can do so in iceAdministrator by following the steps below:
- Start by launching iceAdministrator through the Citrix Portal or through the application installed on your workstation.
- Ensure that you are in EDIT mode by checking the bottom right corner of your screen. If you need to change modes, you can do so by clicking on the Mode button on the toolbar at the top of your screen.
- Once you are in EDIT mode, click on the Workflow folder in the left sidebar.
- Type “check time schedule” into the Find Workflow Action Containing Text field in the main window and click Search.
- Double-click on the search result to go to the location of the action.
- Next, double-click on the Check Time Schedule action. A window will pop up that shows your hours of operation, including your holiday hours.
- Click on the time you want to change in the holiday hours row and type in the update.
- When you click elsewhere after editing the hours, you will be prompted to save your changes. Click Yes.
- Click Ok to close the Check Time Schedule window when you have made all necessary changes.
- Click the save icon in the top left corner of your screen and switch out of EDIT mode. Your new holiday hours will now take effect.
Finally, relax and enjoy your celebrations knowing that your contact center’s holiday hours are up to date. If you have any questions, feel free to reach out to the HowTo team. Happy Canada Day and Happy Independence Day from ComputerTalk!