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

Company News and Culture

Andrei Gogoase: Continued Growth & Success at ComputerTalk

by Andrei Gogoase | Published On October 17, 2024

My journey at ComputerTalk started back in September of 2021 as an Application Quality Assurance Analyst. Since I started working here, I have been able to meet some incredible people and pick up a variety of skills.

For me, the coolest part of working here is the company culture. The office is a great place to be, and it promotes a lot of collaboration among individuals and teams. The open layout allows us to comfortably communicate freely with each other.

Working as a Quality Assurance Analyst is a very rewarding job. In this role, I have the opportunity to interact with a multitude of different departments like Project Owners, Application Developers, Customer Support and sometimes even clients. Our main goal and responsibility is to ensure applications we deliver to our customers are of the highest quality and work exactly as desired.

New opportunities

The future is very bright for me at ComputerTalk, especially as I am starting to take on a new role as an Application Designer. One of the many amazing things about working at ComputerTalk is the ability to explore new roles within the company. Everyone at the company fits like a puzzle in the great mosaic we are. The second amazing quality of working at ComputerTalk is the people; you can tell that everyone wants to help and goes above and beyond their duty to make sure we succeed. As a member of this team, we have access to training, mentoring and a multitude of other resources that allow us to thrive. The satisfaction that we get from being able to do our day-to-day tasks can’t be matched, and it always helps that everyone here is so supportive and kind.

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ComputerTalk’s ice Contact Center Becomes Microsoft Teams Connected Contact Center Certified

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ice Contact Center 14 is Here!

We’re pleased to announce the general availability of ice Contact Center 14! ice 14 includes a number of new features and functionalities that can enhance contact center operations and customer experiences.

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Explore IVR's crucial role in modern call centers, optimizing customer interactions and operational efficiency with advanced technology.

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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.

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