Interactive Voice Response (IVR)
Phone calls account for 68% of all contact center interactions, many of which are routine tasks such as retrieving account balances, changing account information, and checking business hours, locations, and web addresses. An Interactive Voice Response (IVR) system is able to handle these routine inquiries, allowing for faster customer service and freeing up agents’ time to handle more complex inquiries.
Using ComputerTalk's IVR, you can control your customers' journeys through your organization, optimizing every touchpoint. You can manage every step that the customer takes through the IVR, ensuring that they find what they need, every time. The incredible customization made possible through iceWorkflow Designer (link to workflow page) allows for limitless possibilities.
ComputerTalk’s IVR solution provides configurable menus, time out and invalid input prompts, speech auto attendant, and voice and DTMF digit collection values. IVR systems can be used for voice, instant messaging, and web chat.
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.
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