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

Slice of ice Recap: icePhone

by Shaundalee Carvalho | Published On August 10, 2023

On Wednesday, August 2nd, 2023, ComputerTalk presented our latest Slice of ice session. During this session, our Product Trainer, Christina Liu, introduced our new softphone, icePhone.

Click here to watch the complete recording or read on for a summary.

What is icePhone?

icePhone is a communication tool that enables agents to make calls and chats directly within the iceBar interface, eliminating the need to have a separate telephony platform.

Benefits

Increase productivity with a unified interface – The ability to make calls and chats natively within iceBar reduces navigation between windows and simplifies the agent experience, allowing for increased productivity.
Simplify communications – icePhone separates internal and external communications, allowing agents to easily keep track of all their interactions.
Increase Microsoft Teams resiliency – icePhone can be used as a backup for Teams Direct Connect or PBX, meaning your contact center can continue providing its service when there is a telephony outage.

Use Cases

Voice and/or chat – You can use icePhone in your contact center to place calls and/or send chat messages.
Primary connectivity model – You can use icePhone if you don’t have existing phone infrastructure or if you’re looking to get rid of your PBX and are not interested in switching to Teams.
Backup connectivity model – You can use icePhone as a backup during a Microsoft Teams or PSTN outage to ensure agents stay connected.

Demo

During the final part of the Slice of ice session, Christina demonstrated the following:

Voice with iceBar for Desktop (This begins at the 5:30 mark in the video)
IM with iceBar for Desktop (8:35)
iceBar for Web (14:00)

To learn how you can implement icePhone, speak to your account owner or request a demo 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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