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 Wins UC Award for Best Microsoft Teams Contact Center Solution

by Erina Suzuki | Published On August 8, 2024

Markham, ON — We did it! ComputerTalk scoops top honors in the 2024 UC Awards celebration, winning Best Microsoft Contact Center Solution!

Award-Winning Microsoft Teams Contact Center Solution

The UC Award recognizes excellence in unified communications and collaboration, celebrating the achievements of companies that drive innovation in the industry. ComputerTalk's Microsoft Teams Contact Center Solution, ice Contact Center, stood out for its exceptional integration capabilities, user-friendly interface, and robust features that empower organizations to provide superior customer service.

"ComputerTalk's exceptional work in delivering Microsoft Contact Center Solutions has helped push the category forward, and we are thrilled to see their accomplishments acknowledged at UC Awards 2024," said Rob Scott, Publisher at UC Today.

UC Awards Best Microsoft Teams Contact Center Solution Winner

Key Features of ice Contact Center with Microsoft Teams

Enhanced customer experience: Customers can reach out to businesses through their preferred channel, whether it is phone, web chat, email, or social media, and get consistent and personalized service. Customers can also use self-service options, such as chatbots, IVR, or knowledge bases, to receive answers to their inquiries quickly and conveniently.
Improved agent productivity and satisfaction: Agents can access all the tools and information they need to handle customer interactions within a unified interface, reducing the need for multiple logins, passwords, and screens. Agents can also collaborate with their colleagues and experts across the organization, using chats and audio and video calls, to resolve customer issues more effectively and efficiently.
Reduced costs and complexity: Businesses can save on the expenses and maintenance of multiple communication systems and platforms, as they only need to use one solution that is fully integrated with Microsoft Teams.

"We are thrilled to be recognized with the UC Award for Best Microsoft Teams Contact Center Solution," commented Bernie Lee, Vice President of Product Engineering at ComputerTalk. " This award shows our strong commitment to using Microsoft Teams technology to improve communication, collaboration and efficiency for our clients. We will keep exploring new ways to enhance customer experience."

ComputerTalk is one of Microsoft’s first partners to have completed the Microsoft Teams Connected Contact Center Certification Program. With rigorous security and compliance testing, this certification ensures that ice Contact Center is a reliable, high-quality, and compatible solution that customers can trust.

ComputerTalk was honored on Thursday, 25th July. You can view all winners here: UC Awards 2024

UC Today

UC Today, the leading international news publication honoring excellence in UC & Collaboration technology, proudly hosted the UC Awards. It's where groundbreaking innovations and remarkable achievements in the tech industry come together for a digital fiesta!

Judging is based on an organization’s ability to demonstrate innovation, improved experience and seamless integration with Microsoft Teams. The panel of 16 judges included industry experts such as Zeus Kerravala, Analyst and Founder of ZK Research, Melissa Swartz, Founder at Swartz Consulting and Blair Pleasant, President & Principal at COMMfusion.

ComputerTalk

ComputerTalk is the developer of ice Contact Center. ice modernizes the call center with business application integrations, AI, and analytics across all communication channels, helping organizations deliver outstanding customer experiences. As a Microsoft Teams native contact center solution, ice Contact Center connects and extends the user experience natively within Teams to drive collaboration and deliver complex routing to enhance the customer experience.

About UC Awards:

UC Today celebrate the best in UC seeking pioneers, visionaries and game-changers, from groundbreaking solutions to transformative technologies. UC awards has become the beacon of recognition for companies and professionals pushing the envelope in the UC and Collaboration technology sphere.

The UC Awards 2024 is here for its seventh year and is bigger and better than ever before! Check out winners of the UC awards 2024 here.

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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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