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
TOPICS
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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
Elevate Your Customer Service Through Reporting
iceReporting
Reports provide data that allow supervisors to track key performance indicators (KPIs). They empower supervisors to improve their customer service by helping them to identify areas for improvement. For example, high resolution times may indicate that agents are struggling to provide satisfactory service in a timely manner and may need additional training. Long wait times in queue might suggest that it’s time to hire more agents or add a voicebot or chatbot to accommodate the high demand.
ice Contact Center’s reporting tool is called iceReporting. By default, it provides reports on user activities, contact activities, user performance, and more. However, supervisors also have the flexibility to configure their own custom reports to suit their specific needs.
Benefits of iceReporting
By taking advantage of all the data that iceReporting has to offer, supervisors can improve service in multiple ways:
- Reduce wait times – iceReporting can show supervisors when they need to hire more or train for better efficiency, ultimately helping them move towards more efficient service and shorter wait times.
- Increase customer satisfaction and loyalty – Enhancing your customer experience based on the data gathered from reports can lead to an increase in customer satisfaction, fostering customer loyalty.
- Motivate agents – Keeping track of actual service statistics compared to service targets can keep agents motivated by providing them with specific goals to meet and regular progress updates on how close they are to targets. Higher agent motivation results in higher quality work and reduced agent turnover.
How to Access iceReporting
- Log into iceManager with your ice credentials.
- Click the Reports tab at the top of the page.
- Click Open Reports.
How to Change Parameters and View Your Report
- Select the report you want to modify from the panel on the left side of the screen.
- Click Change Parameters.
- Select the parameter you wish to change from the list on the left side of the screen or navigate through the parameters using the Next button.
- Click Finish when you’ve made all the changes you want to make.
- Select the desired viewing option:
- The Print option provides your report in a PDF format that you can either print or save to your computer.
- The View option displays your report in a new window, which you can then export to your desired format (such as Excel, PDF, or Word).
How to Schedule a Report
- Click the Schedule button on the report details page to open the scheduling application.
- Enter a name in the Schedule Name field.
- Select a schedule type, either Email or Pre-generate.
- Select your desired file format for the report.
- Under Email Distribution, enter the email address(es) that you wish to send the scheduled report to.
- Select a start date and time.
- Under Run, select the frequency with which you would like the report to be sent at.
- If you would like to enter an end date for the report, toggle Ending to On. Otherwise, the report will run indefinitely. In general, this setting should be left Off.
- Click Finish.
To learn more about iceReporting, reach out to a ComputerTalk representative today!