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
- Company News and Culture
- Contact Center
- Customer Experience
- Events
- Industry
- Integrations
- Microsoft Teams
ASK US A QUESTION
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
Extend Teams Functionality with ice Contact Center
On December 16th, ComputerTalk’s latest Slice of ice session took place: Extending Teams Functionality with ice Contact Center. The session covered a number of topics, including the Connected Contact Center for Microsoft Teams Certification Program, the Connect and Extend model of integration, how to migrate to Teams, and a short demonstration of the different ice interfaces available. Click here to view the full recording of the session or read on for some of the highlights.
Connected Contact Center for Microsoft Teams Certification Program
ComputerTalk was among the first group of partners to start the Connected Contact Center for Microsoft Teams Certification Program. We are currently in the process of certification, which involves review and rigorous testing by Microsoft.
This designation ensures that certified Teams contact centers are reliable, high quality, and compatible solutions that customers can trust. This provides an extra level of assurance when utilizing Teams with your contact center. ComputerTalk will have a unified support model with Microsoft, which increases visibility of ice in the Microsoft 365 Support team, enabling the smooth transition of support for mutual customers.
3 Models of Integration
Microsoft enables 3 models of integration with Microsoft Teams, which are as follows:
Connect
- Allows contact center partners to connect to Teams via direct routing
- Contact center agents remain on the contact center application, but calls could be transferred to Teams if bringing in a Subject Matter Expert (SME)
- The contact center application would no longer have visibility to the call when transferred to Teams, leaving gaps in reporting and recording history
Connect & Extend
- Takes the Connect function to the next level of integration, allowing for agents to use the Teams client for calls
- Allows for visibility of a call for monitoring, recording, and reporting, even when the call happens in Teams
- Closes the gaps left behind with the connect integration, while still containing the critical features for an enterprise-grade solution
Extend & Power
- Lets contact center partners build a native Azure-based application using the Teams SDK
- Allows for the contact center partners to rapidly deploy and provision their solution across all Teams regions
- The SDK is missing critical features for enterprise-level solutions at this time
Connect and Extend
Of the 3 models of integration, Connect and Extend currently has the most powerful features, which is why ComputerTalk chose this model.
Why are we doing it? The Connect and Extend model allows us to offer a close integration with Teams, while still retaining the advanced enterprise-class features and functionalities that are limited with the Microsoft Teams SDK, which our clients depend on.
With Connect and Extend, contact center agents using ice with Teams can handle all contact center interactions (voice, email, web chat, etc.) within the Teams client. At the same time, visibility into the interactions is retained for recording, real-time monitoring, and historical reporting through ice, truly providing the best level of integration.
Here are a few more of the advantages and features ice Contact Center with Teams can provide under the Connect and Extend model:
- Teams is the primary calling endpoint for your agents
- ice works on the desktop app, web client, and mobile client, allowing for remote access
- All users have Teams calling, which is useful for bringing others into your calls, as well as for collaboration efforts
If you’d like to learn more about how ice Contact Center extends Microsoft Teams functionality, and to see the product work in action, you can watch the Slice of ice session recording or request a demo.