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
Why 99.99% Uptime Matters for Contact Centers – and How to Get There
What is Uptime and Why Does It Matter?
Uptime is a key measure of your contact center’s reliability – the higher the uptime, the more consistently your services are available to customers. Achieving 99.99% uptime means your contact center remains operational almost all the time, minimizing disruptions and ensuring a seamless customer experience.
According to Unitedworld, a 99.99% uptime allows for just 4.5 minutes of downtime (aka the time where your system is unavailable) per month, whereas a 99.9% uptime results in a downtime of more than 8 hours per year. For organizations providing critical services, even a few minutes of disruption during peak times can lead to frustrated customers and lasting damage to your brand’s reputation.
The impact of downtime extends beyond just customer inconvenience; it can affect sales, service-level agreements (SLAs), customer satisfaction scores (CSAT), and ultimately long-term brand loyalty. For industries that operate in high-stakes environments like healthcare, finance, and emergency services, the importance of uninterrupted communication cannot be overstated.
Customer expectations are rapidly evolving, with a growing demand for always available virtual agents and self-service options that deliver quickly and accurately without human interaction. ComputerTalk’s iceBot and Bring your own Bot (BYOB) Framework play a crucial role as customers expect engagement on their channel of choice at any time.
Ways to Improve Uptime Metrics
Discover practical strategies to enhance your contact center’s resiliency and ensure consistent, uninterrupted service for your customers.
Extend Contact Center Redundancy Options with icePhone
Looking to maximize your contact center’s availability?
icePhone, ComputerTalk’s softphone, integrated into our iceBar interface, enables agents to seamlessly communicate with customers via voice and chat, without needing to switch between applications.
What makes icePhone stand out is the ability to extend redundancy options to the agent desktop. As an agnostic solution, ice also supports Microsoft Teams, PSTN accessible numbers (mobile, office, home) and Bring your own Telephony (BYOT) integrations. icePhone works in conjunction with all connectivity models to offer a wide range of channel diversity and redundancy.
By integrating icePhone, organizations gain peace of mind knowing their communication infrastructure is prepared for unforeseen events, while also providing agents with an intuitive tool designed to streamline interactions.
Key Features and Benefits of icePhone
icePhone offers a range of powerful features designed to enhance agent productivity, streamline communication workflows, and ensure your contact center remains operational and efficient in any situation.
- Unified Interface: Agents can manage chats and calls within the iceBar interface, removing the need to toggle between platforms. This streamlines workflows, reduces response time, and allows agents to assist customers more efficiently.
- Seamless Voice and Chat Integration: icePhone supports both inbound and outbound voice and chat interactions, all within the familiar iceBar interface. This allows agents to handle various communication types in a single platform without disrupting their workflow.
- Canned Responses: Boost agent productivity with pre-set replies, ensuring faster, more consistent communication. Canned responses help maintain brand voice while reducing the time agents spend composing routine messages.
Cloud Migration
Still operating your contact center on an on-premises system? Now is the time to move to the cloud.
Cloud-based contact centers provide unparalleled reliability, security, and operational resilience – capabilities that on-premises solutions often struggle to match. By shifting to the cloud, organizations can future-proof their contact center operations while improving the customer and agent experience.
Key Benefits of Cloud-Based Contact Centers
- Enhanced Reliability: Some cloud platforms use multiple geographically distributed data centers to ensure continuous service. If one site experiences an outage, others automatically take over to maintain uninterrupted operations, reducing downtime and eliminating single points of failure.
- Scalability and Flexibility: Unlike on-premises solutions, which require costly and time-consuming upgrades to handle increased demand, cloud environments can quickly scale up or down based on your business needs. This is especially valuable for organizations with seasonal call volume spikes or a growing customer base.
- Improved Security and Compliance: Leading cloud contact centers follow rigorous security standards and certifications, ensuring that sensitive customer data is protected and compliance requirements are met.
- Cost Efficiency: Moving to the cloud reduces the capital expenditure required for maintaining, upgrading, and replacing on-premises hardware. Instead, organizations gain flexibility through a scalable pay-as-you-go model that aligns costs with actual usage.
Future-Proofing Your Contact Center
As customer expectations continue to rise, ensuring continuous availability, security, and flexibility is no longer optional; it’s essential. Transitioning to a cloud-based contact center enhances your organization's ability to adapt to unexpected disruptions, scale operations as needed, and safeguard sensitive data.
By prioritizing uptime and operational resilience, your contact center can deliver a seamless and dependable customer experience, building trust and satisfaction with every interaction. Moreover, tools like icePhone ensure your agents stay connected and fully equipped to handle customer needs with confidence and ease.
Ready to strengthen your contact center? Discover how easy it is to integrate icePhone into your operations. Schedule a demo with our team today!