Ignite 2018 resources

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ice Contact Center + Skype for Business

ice is the world’s only enterprise-class Skype for Business native contact center. Our all-in-one solution can help simplify management and reduce costs associated with administering multiple environments.

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ice Contact Center + Dynamics 365

Add real-time omnichannel communications with your CRM to optimize the way your organization communicates with customers, partners, and stakeholders.

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ice Contact Center + Microsoft Teams

As Skype for Business Online becomes Microsoft Teams, ice Contact Center will provide the most seamless transition experience. Work more effectively with your team to achieve common goals and solve customer problems

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ice Contact Center + Salesforce

Connect with customers in a more meaningful way. Improve the interaction experience across various communication channels and streamline your customer service delivery.

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ice Contact Center + Chatbots

Add artificial intelligence with ice Contact Center as a new and efficient way to connect with your customers. Be more accessible without requiring them to schedule a call, wait on hold, or fill out a form. Quick, easy, and convenient.

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ComputerTalk Lookbook

Take a peek at our customer success stories, product features, and more. Ignite your customer experiences with our all-in-one omnichannel Microsoft contact center solution.

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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.

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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

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.

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Contact ComputerTalk today to schedule a demo and learn more about ice Contact Center.