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
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
ice and the Connected Contact Center for Microsoft Teams Certification Program
What does the certification mean for ice users?
While Microsoft Teams has some cloud voice capabilities, including auto attendant and call queues, many companies require more advanced integrated solutions with business tools and workflows. This is where Contact Center as a Service (CCaaS) solution providers like ComputerTalk come in. ComputerTalk uses APIs to develop and integrate ice Contact Center for Teams. Microsoft then vets the solution through the Connected Contact Center for Microsoft Teams Certification. This program certifies that ice Contact Center for Microsoft Teams is a reliable, high quality, compatible solution that customers can trust. In the words of ComputerTalk’s Chief Software Architect, Chris Bardon, “The new Microsoft contact center certification program will give customers the confidence that ice and Teams work well together.”
In addition to the overall certification of quality, the program offers a unified support model and ongoing data sharing between ComputerTalk and Microsoft. This model will increase the visibility of ice in the Microsoft 365 support team and enable the smooth transition of support cases between organizations, ultimately improving the support experience for mutual customers
How do ice and Teams work together?
There are a number of capabilities offered by Microsoft Teams that support the development of third-party voice solutions like ice Contact Center. These capabilities include Direct Routing Connectivity, Microsoft Graph Cloud Communication APIs, Teams platform and extensibility, and Teams SDKs. The use of these capabilities allows three different models of integration. The Connect model uses Direct Routing; the Connect and Extend model uses Direct Routing, Graph APIs, and Teams apps platform; the Extend and Power model involves embedding Teams SDKs into 3p Apps for native Teams interactions.
ice Contact Center integrates with Teams using the Connect and Extend model. This model uses integration tools to extend contact center personnel and user experiences. It allows ice to do what ice does best while Teams does what Teams does best. Under this model, the Teams phone system is used for all contact center calls and call control experiences while ice is used for designing workflows and advanced routing configurations. Additionally, ice tracks all the call data so reporting and analytics are done through ice. Using the Connect and Extend model, “agents can benefit from dynamic, contextual notes correlating data from multiple systems prior to starting an engagement and then avoid costly context switching by working natively within Teams for both internal collaboration and external communications.” (Microsoft, 2020). The Extend and Power integration model involves building voice applications that use the Teams calling infrastructure and client platform, directly on Azure. ComputerTalk has chosen not to use this integration model as the Teams SDK does not have all the features to support enterprise-class contact centers.
Features of ice Contact Center with Teams under the Connect and Extend model include:
- Teams is the primary calling endpoint for agents
- ice works not only on the desktop Teams app, but on the Teams web and mobile client as well
- The quality and performance of Teams client experiences are preserved in ice
- The Teams-integrated ice Contact Center solution is operated by ComputerTalk
- Users can sign in through Microsoft 365
- All users, including formal, informal, and subject matter expert (SME) users have Teams calling
- Service connectivity is through Direct Routing
ComputerTalk has been a Gold Certified Partner of Microsoft since 2005. We are a Microsoft Co-sell partner and a member of Microsoft’s Technology Adoption Program with gold competencies in Application Development, Cloud Platform, Communications, Windows and Devices, and Datacenter. We are looking forward to taking our Microsoft relationship one step further through the completion of the Teams certification program. Contact your account owner or request a demo to learn more.