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
TOPICS
ASK US A QUESTION
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.
More from our blog
7 new Microsoft Teams features announced at Ignite 2019!
Private channels
Private channels are now available in Teams. These are secure channels that are only visible to certain members of the Teams. These channels are indicated by the lock icon beside the name. This allows you to keep information and conversations private without the need to create a whole other Team.
Multiple windows
This was the feature that I was most anticipating. As someone who migrated from Skype for Business, I’m struggling getting used to only one window. This will allow people to talk to multiple people at the same time, chat with individuals during a meeting, or access files while on a call. You can pop out meetings, chats, and calls to continue using all the features and functionalities of Teams.
Tasks
The new tasks experience in Teams provides one interface for everything you have going on. Currently, you can have personal to-do lists, flagged emails in Outlook, or tasks assigned to you in different planners. Teams now pulls together all your tasks for a singular view to keep you on track. You can view your tasks in lists, boards, charts, or a calendar as well and by work group.
Yammer
Are you currently using Yammer in your organization? Yammer allows you to keep up to date with content and events that are being shared by your organization. Microsoft announced the inclusion of Yammer directly within Teams to allow collaboration with your team and connecting with your organization within one hub. It will be interesting to see if the integration will increase the usage for Yammer. I can’t wait to see what our organization starts posting!
Outlook
This next feature is another compelling one – the integration between Outlook and Teams! You can now share an email to a Teams channel. Your team then has access to the body of the email as well as all the attachments and can collaborate within Teams. Once you are finished collaborating in Teams you can share items to Outlook.
Customized backgrounds
Microsoft has added customized backgrounds for meetings. This feature is really cool! We already have people at ComputerTalk using the Millennium Falcon and Jurassic Park backgrounds. This is an interesting feature that makes people more comfortable with turning on video.
Live captions
You can know turn on live captions during Teams meetings. This allows you to easily follow along with meetings if you have a noisy background, are hard of hearing, or it is not in your first language.
These are 7 new features coming to Teams that are highly requested. I’m excited to see these features rolled out and to see how this increases our organization’s productivity. Follow us on social media to stay up to date on the latest with Teams.