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

Industry

What is a Microsoft Teams Native Contact Center?

by Nicole Robinson | Published On August 25, 2023

The world had to adapt to a rapid change back in 2020. One of the most significant changes we faced was our adoption of tools and platforms for doing business. Many companies used Microsoft Teams before the pandemic, but not in the way they do now. Adoption increased drastically, and one of the most notable uses of Teams is with native contact centers.

A Microsoft Teams native contact center is a contact center solution that is built on Microsoft Teams. It allows businesses to provide customer service and support through a variety of channels, including chat, voice, and email.

Benefits of Using a Microsoft Teams Native Contact Center

Microsoft Teams call centers offer numerous benefits, including:

Simplicity: Microsoft Teams is a familiar and easy-to-use platform, which makes it easy for businesses to get started with a contact center solution.
Integration: Microsoft Teams native contact centers can be integrated with other Microsoft products, such as Dynamics 365 and Power BI. These tools allow businesses to get a holistic view of their customers journey and make better decisions about how to serve them.
Cost-effectiveness: Microsoft Teams native contact centers are typically more cost-effective than traditional contact center solutions. This is because they are cloud-based and do not require any on-premises hardware or maintenance.

Features of a Microsoft Teams Native Contact Center

Here are some of the many features available with a Teams native contact center:

Voice: Customers can contact businesses through voice, enabling real-time conversations.
Chat: Customers can also contact businesses through chat, a convenient and efficient way to get help.
Email: An email is a good option for customers looking to provide more detailed information about their issues.
Routing: Routing customers to the right agent based on their needs ensures that they get help quickly and efficiently.
Reporting: Businesses can retrieve reports on customer interactions, which provide valuable insights to improve customer service.

Types of Integration Models

When deciding whether to implement a Microsoft Teams contact center, you must consider which of the three integration models best suits your business: Connect, Extend, or Power.

Connect

The Connect model is the most basic integration model. It allows contact centers to connect to Microsoft Teams using a session border controller (SBC). This allows agents to make and receive calls from Teams, and it also allows them to access Teams features, such as chat and file sharing, while they are on a call.

Though the Connect model offers limited functionality, it is a good option for contact centers that are looking for a simple way to connect with Microsoft Teams.

Extend

The Extend model is a more advanced integration model. It allows contact centers to fully use all Microsoft Teams functionality, like Teams calling and chat features, and extend that functionality with custom applications and bots. Organizations can create workflows and configurations for advanced routing, and measure the quality of their interactions, using this solution.

The Extend model is perfect for companies wanting a more flexible and customizable solution to personalize and improve the customer experience.

Power

The Power model, coming out soon, is the most comprehensive integration model that will provide a one-app, one-screen contact center experience. It allows contact centers to build a native Teams experiences using a Microsoft Teams software developer kit (SDK) and to create custom Teams apps and bots.

The Power model will offer in-depth functionality and will be ideal for contact centers seeking a fully integrated solution that is customizable to meet their specific needs.

Provide the Best-in-Class Customer Service

With 2 (soon to be 3) integration models available, there is a solution for every business. While these solutions are meant to help you save money with smart technology, they do something even more important: they help ensure a memorable customer service experience. With so many communication methods, it’s easy to lose sight of what matters most—the customer. A Microsoft Teams native contact center can help you provide best-in-class customer service.

More from our blog

Top 5 Advanced Capabilities of Microsoft Teams Integrated Contact Centers

The integration of Microsoft Teams into contact centers marks a significant impact in business communication today.

5 Reasons You Should Add Webchat to Your Contact Center Today!

While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to use webchat capabilities. The flexibility to choose between preferred contact methods is a considerable convenience to customers. But there’s...

The 3 Best Gifts to Give Your Customers This Holiday Season

With the holidays upon us, it’s officially the season for giving! As you think about the different ways you plan on giving this year – to friends, family, or those in need – be sure to consider how you can...

TOPICS

ASK US A QUESTION

Q&A Form Loading...

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