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
Richard Damra: Growth and Development at ComputerTalk
From Application Quality Assurance (App QA), which focuses on testing changes tailored to specific clients, to Product Quality Assurance (Prod QA), which entails testing ice related products, ComputerTalk has provided different opportunities to grow. Transitioning teams is always challenging but the people here have been supportive and helpful. The main challenge was learning a new testing process and learning the inner workings of ice.
Starting in Application Quality Assurance
Starting at ComputerTalk in 2018 right after graduation was exciting because it was the start of a new career. Everyone at ComputerTalk was very welcoming! Thanks to my coworkers, I was able to pick up what I needed to do for the team fairly quickly. I am very appreciative of the trainers who played a key role in helping me understand call flows. Over the next couple of years, I felt like I became a core member of the App QA team and continued to further develop my skillsets. In App QA, I was responsible for testing call flows developed for clients
A new chapter
After spending 3 years in App QA, I decided it was time for a change of pace and sought to move to Product QA. I was interested in a new challenge and in learning more about the nitty gritty details of our ice Contact Center products. The transition was challenging, as I had to learn the ins and outs of a new team but also had to pick up on load testing at the same time. Load testing is essentially a stress test where servers and systems are put under heavy stress, and we analyze their performance.
My responsibility shifted from testing call flows to testing systems under stress. Moving to Product QA also presented me with the opportunity of having my own unique role as the team’s primary load tester. This opportunity has exceled my growth and technical skillset, and I could not have done this without the help and support of everyone at ComputerTalk.