Benefits of ice IVR
Increase customer satisfaction
Free up resources
Decrease call times
Increase first contact resolution
Improve efficiency and productivity
Reduce operational costs
Improve company image
Phone calls account for 68% of all contact center interactions, many of them being 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 inquires, allowing faster customer service , freeing up agents’ time to handle more complex inquires.
An IVR is an automated telephony system that interacts with callers through the use of voice or DTMF tones. 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.
Click here for more information on the benefits of incorporating IVR into your customer service strategy.
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 inquires. Sometimes customers have complex or non routine issues and need to be transferred to a contact center agent. ice IVR and ice Contact Center are both built using the ice Workflow 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.
Help your customers complete their to-do’s in the fastest most efficient way!
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
- Hear shift schedules
- Listen to Human Resources listings
- Policy Renewal or Coverage Changes
- Traffic Enforcement - Pay Tickets by Phone
* 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.
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. ice IVR is easy to update to accommodate your changing business needs.
Contact ComputerTalk for more information on IVR application design.
Request a demo here.