Contact Center Blog

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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

Top 5 Advanced Capabilities of Microsoft Teams Integrated Contact Centers

by Nicole Robinson | Published On February 22, 2024

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

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Asynchronous Communication In Contact Centers: Everything You Need To Know

by Erina Suzuki | Published On January 31, 2024

While asynchronous communication, such as email, has been around for decades, its relevance has grown significantly in today’s fast-paced, convenience-driven society.

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How to Enhance Every Touchpoint in a Customer’s Journey

by Nicole Robinson | Published On December 23, 2023

Discover key strategies to enhance customer journeys with effective touchpoint analysis and customer experience enhancement.

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The Benefits of Merging Traditional and Digital Communications in Contact Centers

by Erina Suzuki | Published On December 18, 2023

Isolated contact center solutions are expensive for businesses and make it harder to meet changing customer needs.

Full story
The 3 Best Gifts to Give Your Customers This Holiday Season

by Shaundalee Carvalho | Published On December 11, 2023

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 give to your customers as well.

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Microsoft Teams Security and Compliance in Call Center Environments

by Erina Suzuki | Published On December 8, 2023

Ensuring the sanctity of your customer's data is of paramount importance, especially in call centers where every interaction is layered with valuable information.

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Embracing Cloud-Based Solutions for Modern Call Center Management

by Erina Suzuki | Published On November 27, 2023

The contact center industry is experiencing a transformation driven largely by the adoption of cloud-based call center solutions. Digging into the numbers, we see a clear trajectory.

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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.