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

Company News and Culture

My Journey of Growth and Innovation at ComputerTalk

by Robert Luciani | Published On July 29, 2024

I’ve been part of the ComputerTalk family since 2015. My journey here has been nothing short of amazing, and I’m excited to share my story with you. I started at ComputerTalk as a summer student, eager to dive into the world of technology. From those early days, I knew this was the place for me. The hands-on experience and the dynamic environment were exactly what I was looking for.

How did I land a career at ComputerTalk?

In 2017, after graduating from Queen's University with a degree in electrical engineering, I transitioned into a customer service role. This was a pivotal moment in my career. It provided me with a solid foundation in understanding customer needs and the intricacies of our products. Working in customer service taught me the importance of empathy and problem-solving. It was incredibly rewarding to help clients navigate their challenges and see the immediate impact of our support.

One of the things I love most about working at ComputerTalk is the commitment to flexible schedules and independent work management. The flexibility here has been crucial for my work-life balance. It allows me to manage my time effectively and pursue my interests outside of work, which in turn keeps me motivated and focused.

Endless opportunities

As my career progressed, so did the opportunities to take on exciting and challenging projects. This journey led me to a role in incident management, where I could leverage both my technical skills and customer service experience to oversee and resolve critical issues. Incident management has been a thrilling part of my career. It's about being the problem-solver in high-pressure situations and ensuring our systems run smoothly. The thrill of tackling complex issues and seeing them through to resolution is unparalleled.

Over the past nine years, I’ve witnessed and contributed to the growth and evolution of ComputerTalk. The culture of continuous learning and the support for pursuing innovative projects have been a significant factor in why I’ve stayed with the company. ComputerTalk is a place where you are encouraged to push boundaries and explore new ideas. The support from my colleagues and the leadership team has been instrumental in my professional growth.

Continued growth and success at ComputerTalk

My journey is a testament to what makes ComputerTalk a unique and inspiring place to work. From a summer student to a key player in incident management, I’ve embraced every opportunity to learn and grow. I am grateful for the journey and excited about what the future holds. ComputerTalk is not just a workplace; it’s a community that fosters innovation and personal development.

Thank you for letting me share my story. Stay tuned for more stories from our incredible team, who make ComputerTalk the thriving, dynamic company it is today.

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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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