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 is Ready to RISE for BC’s Kids!

by Shaundalee Carvalho | Published On June 11, 2021

ComputerTalk is excited to announce that we will be sponsoring RISE for BC’s Kids, an annual television broadcast in support of BC Children’s Hospital Foundation (BCCHF).

BC Children’s, the only hospital in British Columbia dedicated exclusively to the care of children, provides specialized pediatric care to more than 96,000 children annually. BCCHF has been working since 1982 to inspire people and communities to join their quest and raise the bar of children’s health care. Their mission is “to transform child health through excellence in philanthropy.” The foundation funds new programs, equipment, and research, all to enhance children’s healthcare.

Previously under the name Miracle Weekend, BCCHF has been running their broadcast annually for almost 35 years. However, the COVID-19 pandemic brought about new challenges in 2020. The previous phone system used for the broadcast required volunteers to be in the same room to answer calls, which was not possible during the pandemic. Fortunately, ComputerTalk had the opportunity to help as our ice Contact Center software allows users to take calls from anywhere. The team quickly stepped up, and we helped to make BCCHF’s first-ever remote call centre possible, with staff and volunteers taking calls from the safety of their own homes. The broadcast lasted for 4 hours, with the foundation receiving up to 600 simultaneous calls. Staff and volunteers were able to connect with donors and hear first-hand their stories about why they support the foundation. Staff said that this experience was very special for them, and they were happy that ice Contact Center could help make it possible.

ComputerTalk is happy to be providing the contact center for the event again for 2021. The broadcast, newly renamed RISE for BC’s Kids, will air on Global BC on Saturday, June 12^th, from 7:00 to 11:00 PM PT. You can tune in to the broadcast to be inspired by courageous children and families fighting against childhood illness and learn how medical experts at BC Children’s are breaking through the barriers that exist in child health in areas like oncology and mental health.

If you would like to learn more about BCCHF or the RISE for BC’s Kids event, check out their website. To learn more about ice Contact Center, request a demo.

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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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