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
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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.
More from our blog
Don’t make your agents hunt for information
Did you know that 44% of customers express frustration when they find themselves on hold with a customer service representative for 5 to 15 minutes? To avoid this, it’s crucial to ensure your agents minimize the length of time customers are put on hold. As a result, it’s important to support your agents by consistently refreshing them with key company information and implementing advanced tools such as a CRM integration to help your agents. In this blog, we will dive into how you can support your agents and the different ways you can prevent them from having to hunt for key information.
Training Programs
During the onboarding process for new agents, proper training programs are key to ensuring these individuals are successful in their new role. Some valuable training strategies include implementing a buddy system where you pair a new agent with an experienced one, educating new and current staff on the mission and values of the business, and more!
In addition to training new agents, it’s also important to refresh your existing agents on new information related to the company. A recent study suggests that in 24 hours people often forget approximately 70% of the information they learned that day. This highlights the importance of regularly retraining agents to ensure that all learned information and processes are effectively retained.
By providing thorough training, you ensure your agents become familiar with the various resources available to them within the company, such as knowledge bases, internal documents, and communication channels. When agents are well-versed in accessing and navigating these resources, they can quickly find the information they need without extensive searching. As a result, proper training increases the likelihood of agents resolving inquiries without the need for customers to call back, thereby reducing overall call duration.
CRM Integration
Screen pop
A screen pop provides your agents with a quick overview of the caller's details such as their name, previous call history, and other relevant information. This feature prevents agents from having to ask the customer repetitive questions and saves them time searching for this information. This leads to faster call handling and allows agents to focus on addressing the customer's needs promptly and efficiently, ultimately improving overall customer satisfaction and enhancing the productivity of your call center operations.
Auto-insert activity records
While agents are wrapping-up a call, third-party integrations such as ServiceNow have a feature that automatically compiles and saves all the details from the interaction. This saves agents time from manually creating activity records and typing the details, freeing up their time to take on another interaction.
For other ideas on how to save your agents time and improve their productivity, learn the value of adding AI chatbots to your contact center. Hoppy Easter!