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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Company News and Culture

Are you attending Microsoft Ignite 2022?

by Erina Suzuki | Published On October 11, 2022

Ignite is an annual conference for developers and IT professionals hosted by Microsoft.

What is Microsoft Ignite?

Ignite is an annual conference for developers and IT professionals hosted by Microsoft. Ignite offers great opportunities to network with IT professionals and to learn from product experts and partners. Check out the agenda before the event to ensure you're prepared by clicking this link!

When and where is Microsoft Ignite taking place?

Microsoft Ignite 2022 will be taking place on October 12th to 14th at the Seattle Convention Center in Washington, US. The 3-day event will be carried both in-person and virtual, allowing participants from around the world to attend. If you cannot attend the event in person, register for the online conference for free, here.

Who we are

ComputerTalk is one of Microsoft's first partners to have completed the Microsoft Teams Connected Contact Center Certification Program. With rigorous security and compliance testing, this certification ensures that ComputerTalk’s ice Contact Center is reliable, high-quality, and a compatible Microsoft solution that customers can trust.

Connect with ComputerTalk!

As a part of Microsoft Ignite, ComputerTalk will be roaming the exhibitor floor and in sessions, exploring Microsoft's latest innovations and technologies. To those who are attending, feel free to leave a comment on our social media posts on LinkedIn, Twitter, or Facebook and let us know you will be there— we’d love to connect and discuss how ice Contact Center can enhance your organization's experiences! To those who aren't attending in-person, you can still connect with us by requesting a demo.

You can also learn more about our Microsoft Certified solution, ice, here: ice Contact Center (www.learn.microsoft.com)

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How to Handle Call Spikes in Customer Service Without Sacrificing CX

Learn how to handle call spikes without sacrificing customer experience. This guide shares 10 proven strategies to manage high call volume, improve forecasting, and keep your team ready for potential surges.

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You may be familiar with Salesforce as a CRM platform, but did you know that it can enhance your call center too?

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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.