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

ComputerTalk's ice Contact Center vs. NICE

by Anastasia Micic | Published On March 24, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against NICE in the Info-Tech Research Group's SoftwareReviews. Continue reading to find out what categories we outperformed NICE in.

About Info-Tech Research Group

Founded in 1997, Info-Tech Research Group is now the world’s fastest-growing information technology research and advisory group. They serve over 30,000 IT professionals worldwide, helping them make well-informed strategic decisions by producing unbiased and highly relevant research.

Info-Tech's latest division, SoftwareReviews, officially launched in 2017. SoftwareReviews collects and analyzes detailed reviews from software users to provide a thorough understanding of products from the unbiased perspectives of the people who use them. They verify users and check each review for authenticity to maintain high-quality, reliable data.

SoftwareReviews’ latest report showed that ComputerTalk led against NICE in multiple categories, including Multi-Channel Intake Integration, Ease of Customization, and Vendor Support.

Multi-Channel Intake Integration

In today’s digital age, it is important to ensure your customers can reach your call center through their preferred channels. According to the SoftwareReviews report, ComputerTalk scored 89% compared to NICE, who scored 79% in Multi-Channel Intake Integration.

ComputerTalk’s ice Contact Center offers a variety of channels and integrations, including traditional voice, email, IM, SMS, social media, and more. ice Contact Center ensures your customers can contact you using their preferred platform.

Ease of Customization

Regarding Ease of Customization, ComputerTalk led with a score of 86%, while NICE scored 74%.

ComputerTalk works closely with our customers to build the exact solution they need. Whether you use a traditional PBX, Microsoft Teams, or some other telephony, we can connect to your choice of phone system.

With ComputerTalk’s pre-built connectors, we can integrate with many existing tools, such as CRM. If we don’t already have a connector for your choice of third-party platform, we will work closely with you to build one. From your choice of phone system and modalities to integrations and custom applications, we can work with you to ensure ice Contact Center meets your needs, no matter what they are.

Vendor Support

Supporting our customers’ needs is an important aspect of ComputerTalk’s culture. In the Vendor Support category, ComputerTalk achieved a score of 82%, beating NICE’s score of 74%. Supporting our customers’ needs has always been one of our top priorities, and it shows in the way they talk about us.

Bob Barker Company, for instance, was grateful for ComputerTalk’s superior vendor support after facing an inconvenient and complicated support process with their previous solution.

Michelle Corbett, IT Operations Lead at Bob Barker Company, said “The product is easy to use, easy to troubleshoot, and easy to administer. And when in doubt, easy to contact customer service on!”

She added, “The fact that our Customer Service Manager and Supervisors know how to ... report their own issues to ComputerTalk helps to take IT out of the equation. That is a big time saver for them and for IT.”

ice Contact Center

Here at ComputerTalk, we are proud to offer our customers a product that has a variety of channels and integrations and is customizable. We also strive to make sure our customers continue to receive optimal support. Request a demo to learn more about ice Contact Center and how ComputerTalk can support your needs.

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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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