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

Staff Spotlight: Robert Fernandes

by Robert Fernandes | Published On November 24, 2023

Staff Spotlight Blog Header - Robert Fernandes

My journey with ComputerTalk began in September 2021. I worked with a recruiting agency and interviewed with ComputerTalk for an open position on their help desk. I heard back almost immediately and started shortly after.

Working as a Technical Support Analyst

I have enjoyed my time with ComputerTalk so far. There is no micromanagement, and you are left to get your work done. I came into ComputerTalk with extensive customer service skills but had limited experience in IT and Help Desk. This was no issue, and the team was happy to provide me with training in technical skills.

Unlike previous contact centers I’ve worked at, Tier 1 and Tier 2 support are combined here, which allows me to use my investigative skills to resolve issues, which is a lot more interesting than just taking a call.

As my level of comfort with the system has grown, I have been able to do more than simply resolve cases. I have also had the opportunity to help train new employees coming to the help desk.

I have worked in the customer service industry for 10 years before starting at ComputerTalk and this is the best location so far.

I enjoy that I get to use my French language skills every day as the bilingual help desk member and thus dealing with our francophone clients.

Culture at ComputerTalk

ComputerTalk is a great place to work. It is a hybrid work environment that allows you the choice to work remotely from home or at the office.

There are health and dental benefits, which is a huge improvement from previous jobs. They make a contribution to your RRSP on each paycheck. On top of that, for those in the office, there is a free lunch program where lunch is provided every day, with a different selection for each day of the week. Some examples are Greek, Osmow’s, and burgers.

We have work outings such as Blue Jays games and a lunch boat cruise on Lake Ontario. There is also a great Christmas party each year at the Bayview Golf and Country Club, which includes a dinner, dancing, and games. It’s always a blast!

Finally, the people here are great to work with and everyone is friendly. I have made new friends while working here (which isn’t always easy as an adult) and have hung out with them outside of work. I am glad I started working here and hope to stay here for a long time.

Help Desk Staff Spotlight Technical Support Analyst

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Slice of ice Recap: icePhone

On Wednesday, August 2nd, 2023, ComputerTalk presented our latest Slice of ice session. During this session, our Product Trainer, Christina Liu, introduced our new softphone, icePhone.

Byron Yu - a journey of self-discovery and transformation at ComputerTalk

As I sit back and contemplate the journey of two decades with ComputerTalk, it's hard not to feel a profound sense of gratitude and introspection.

Slice of ice Recap – Mastering Evaluations

On Wednesday, October 30th, ComputerTalk hosted our latest Slice of ice webinar on mastering the evaluations tool. During this webinar, our Training & Documentation specialist, Diane Vasquez, outlined how to leverage your evaluation tool.

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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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