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

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Customer Experience

3 Contact Center Tools to Improve Efficiency and Drive Customer Engagement

Published On June 17, 2021 | Last Updated December 14, 2023

If you've ever reached out to a business and experienced long wait times as a customer, you know how annoying and frustrating it can be.

As a contact center manager, that is not the experience you want your customers to have. What you might not know is how to prevent it. Fortunately, there are a number of tools you can take advantage of to improve efficiency and help keep those wait times down.

Read on to learn about 3 of the most popular features of ComputerTalk's ice Contact Center.

Call back

This feature gives customers the option to leave their name and number and maintain their place in the queue without waiting on the phone. When this feature is enabled, customers have a better experience because they don’t have to wait on hold. When the customer experience is improved, agents encounter less unpleasant customers. This feature can reduce your abandon rate and average time in queue.

Updated workflow routing

Workflow routing includes routing customers to the best possible destination to resolve their issues. Through appropriate workflow routing, agents can improve the customer experience by reducing the time in queue. Routing customers to the proper agent the first time allows agents to solve customer issues quickly and efficiently without transferring the customer to another department. Adding skills to your workflow enables agents with a specific skill to answer the call, minimizing transfers and hold times. If you're interested in learning more about adding skills to your workflow, check out this webinar.

LOB codes

LOB codes, also known as line of business codes, are pre-recorded codes used to quickly categorize customer interactions by the primary reason for the customer interaction. LOB codes reduce the amount of paperwork agents need to complete after the call and can help to quickly identify top customer concerns.

Tools like these can be extremely useful for keeping your contact center running efficiently and ultimately keeping customers happy.

For more tips on keeping your contact center running at its best, check out our blog on Top 10 Training Methods to Increase Agent Productivity and Customer Experience.

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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.