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
ice Contact Center 14 is Here!
Read on to learn about some of these ice enhancements and how they can help your organization.
LOB Tagging
In ice 14, users are able to tag calls with LOB codes in iceJournal after the call. This allows for improved flexibility in the organization and tracking of interactions.
Post-call Transcription
This is available for users who have call recording enabled. After a call, ice will send the recording to a transcription provider. Once complete, users can view the transcript in iceJournal. From there, users can download the transcript or listen to the recording and see the transcript text being highlighted to indicate their place in the recording. Transcripts provide a convenient way to skim through the content of a conversation, search for key moments during calls, or simply have a complete written record of the call.
Contact Summarization
In ice 14, short, AI-generated summaries of calls are available out-of-the-box for users with call recording and transcription enabled. This provides information at a glance so that users do not need to read a whole transcript to understand the key points from the conversation.
Contact Metadata
In addition to summaries, ice 14 allows the creation of new contact metadata fields and metadata jobs that run to generate additional information for the contact. For example, we could extract the customer’s reason for calling, or generate next steps, all based on the transcript. Users can also filter by these fields when searching for interactions in iceJournal. This gives organizations the flexibility to quickly and easily extract the information that matters to them without having to search for it.
iceMonitor Enhancements
In ice 14, under the alerts builder in iceMonitor, there are a few new parameters, including State Time, Not Ready Reason, and Total Time and Count values for each Not Ready reason you have configured. You can make use of these by, for example, setting an alert to notify you when an agent has been on a lunch break for longer than an hour. In ice 14, you can also now select a color for your alert notifications. These changes help supervisors to more easily identify potential problems in the contact center so they can address them right away.
Audio Message Management
Audio Message Management is a tool that allows administrators, supervisors, and team leads to manage their audio files in iceManager. It allows you to add an audio file by recording a message directly in your browser, using text-to-speech, or uploading a file. You can also search through audio messages using the Filter Text field. These additional capabilities provide enhanced convenience to supervisors and other people who update messages.
Audit Trails
In ice 14, audit trails are available to let administrators view details of changes that have been made in the system, along with who made the changes and when they were made. A number of search filters allow the administrator to search for specific changes by users, date, and more. Additionally, administrators can see who accessed information such as call recordings, transcripts, evaluations, and call details. Audit trails provide administrators a more complete picture of the happenings in their contact center, allowing them to better understand the timing and cause of contact center changes.
Chat Enhancements
In ice 14, you can now embed iceChat directly into your website. There are also a number of settings that can be configured, such as message time and date format, minimum and maximum width of message bubbles, the amount of space between messages, and border bubble radius and border thickness. These changes allow website visitors to maintain their conversation with the agent, even when they navigate to different pages on the website. Additionally, they allow organizations to configure their chat interfaces to better match their branding.
AI in Workflow
There are a number of AI functions available with the built-in Azure Toolkit that comes with ice 12 and later. For example, workflows can play a prompt using Azure Text-To-Speech, record an audio message, and invoke Azure Speech service to transcribe speech to text.
The Azure Toolkit in ice 13 and 14 has additional functionality. For example, it has the ability to invoke Azure OpenAI Service to start and continue a conversation with the bot, and to start and continue a conversation against an ice knowledge store database, which may contain text documents such as user manuals. These features provide a number of benefits, depending on their exact use. In the case of accessing knowledge bases to provide information to agents, the AI empowers agents to do their work more efficiently.
Click here to learn more about how to use these new features.
Reach Out to Learn More
If you’d like to learn more about ice 14 and how it can benefit your organization, reach out to your account owner or request a demo.