BLOGS

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

Company News and Culture

My adventures at ComputerTalk

by Erica Duong | Published On August 28, 2024

ComputerTalk can be described as a 35-year-old start-up, characterized by its dynamic environment and reliance on fresh graduates. My journey with ComputerTalk began as an enthusiastic new graduate eager to embark on my career. Now, approaching my third year, I can reflect on this experience with appreciation.

How I started

As the Operations Coordinator and Compliance Officer, I oversee our comprehensive information security programs and ensure compliance with industry standards such as PCI DSS, SOC 2, and ISO 27001:2013. My role is dynamic and ever-evolving, requiring me to stay updated on the latest technologies and navigate the constantly changing legal and regulatory landscape. Each day brings new challenges and opportunities for growth in this field.

Given my background in strategic management, I never envisioned myself working in information security. This shift is entirely due to ComputerTalk’s keen ability to recognize and nurture individual talents, much like assembling pieces of a puzzle. From the beginning, ComputerTalk demonstrated a keen interest in my preferences – what I enjoyed doing, what I didn’t, and what I wanted to try. Gradually, I discovered what truly motivated me – collaborating with subject matter experts across diverse functions to tackle complex challenges and make meaningful contributions to the company. I am also fortunate to have strong support from leadership, which allows me to carry out my responsibilities effectively. Their guidance and encouragement gave me the confidence to excel in my role.

Creating memories at ComputerTalk

When asked about my favourite aspect of working at ComputerTalk, I point to the people. The connections I’ve formed here are invaluable, fostering lifelong friendships. My job has been full of surprises, defying all my initial expectations. I never anticipated meeting so many colleagues close in age. We work hard, but we also know how to enjoy ourselves. We often go out for lunch, grab bubble tea, and go for walks. I found myself engaging in various social activities with my coworkers outside of work. We frequently get together to play board games, and I even joined a volleyball league. One of the most unforgettable memories was taking a trip with some of my coworkers. These experiences have significantly enriched my professional and personal life, making my time at ComputerTalk enjoyable.

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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.

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