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

Industry

ComputerTalk’s ice Contact Center Leads Among Competitors!

by Shaundalee Carvalho | Published On September 26, 2022

ComputerTalk is pleased to announce that we have been scored as a leader in numerous categories in InfoTech Research Group’s SoftwareReviews this year.

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 around the world, helping them to make well-informed strategic decisions through the production of unbiased and highly relevant research.

Info-Tech’s latest division, SoftwareReviews, was 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, published in Spring, showed ComputerTalk’s ice Contact Center to be a leader among its competitors in a variety of categories. Below are some of the key insights found in this report.

Key Insights:

ice Contact Center is a leader in customer satisfaction, outperforming competitors in capability satisfaction, feature satisfaction, and overall composite score.
ice Contact Center shows great strength and notable leads against competitors, especially in the areas of multi-channel intake integration, contact center analytics, ease of customization, and vendor support.
ice Contact Center was generally found to exceed expectations, over-delivering rather than over-promising, and significantly outperforming competitors in this category. Read on to learn more about how ice Contact Center’s scores compared to our competitors.

Read on to learn more about how ice Contact Center’s scores compared to our competitors.

Customer Satisfaction

In the report, ComputerTalk’s ice Contact Center was compared with other contact center vendors in the market in terms of customer satisfaction. ice Contact Center led with a score of 82% in overall capability satisfaction and 86% in overall feature satisfaction. It earned a composite score of 8.8, beating Five9’s score of 8.3 and Genesys’ score of 8.2.

ice Contact Center vs. Genesys

SoftwareReviews’ report provided an in-depth analysis of ice Contact Center compared to specific individual competitors. One such comparison was against Genesys. End users scored ComputerTalk’s ice Contact Center higher than Genesys in Multi-Channel Intake Integration, Contact Center Analytics, and Ease of Customization. In Multi-Channel Intake Integration, ice scored 89% against Genesys’ 83%. ice earned 85% against Genesys’ 79% in Contact Center Analytics. One of the largest differentials arose in Ease of Customization, where ice scored 86%, 14% higher than Genesys’ 72%.

ice Contact Center vs. Five9

ice Contact Center was also analyzed in relation to Five9, leading, once again, in Contact Center Analytics and Ease of customization. Five9’s Contact Center Analytics fell 8% behind ice’s, with a score of 77%. Their Ease of Customization fell 4% behind with a score of 82%. Five9’s Vendor Support was also scored lower than ice’s, scoring 79% against ice’s 82%.

ice Contact Center vs. Nice

ice Contact Center’s lead against its competitors was especially significant when compared to Nice. ice outperformed Nice’s score of 79% by 10% in Multi-Channel Intake Integration. Nice’s score of 74% in Ease of Customization fell 12% behind ice Contact Center’s. Results were similar for Vendor Support, where Nice scored 74% against ice Contact Center’s 82%.

Over Promised vs. Over Delivered

SoftwareReviews’ report also evaluated different contact center vendors on whether they were over-promising or over-delivering. That is, they were scored based on how well they could deliver what they promised and whether they met and/or exceeded clients’ expectations. ice Contact Center demonstrated a notable lead in this category, scoring 94 against Five9’s score of 69 and the score of 65 earned by both Nice and Genesys.

To learn more about how ice Contact Center can demonstrate these strengths to help your organization, request a demo today!

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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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