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
Staff Spotlight: Shaundalee Carvalho
I was soon proven correct when I was hired to start in the Sales Operations role at the beginning of 2020. Although it wasn’t the role I’d initially applied for, I enjoyed it and learned a lot from it. But I was still interested in Marketing. Fortunately, one of the best things about ComputerTalk is the role flexibility; employees are regularly asked about their interests and encouraged to take on new responsibilities they’re interested in, even if they don’t fall under what would be considered typical of their job title. So, when my function owner asked me about my interests during a check-in meeting a couple of months into my career here, I told him I wanted to give marketing a try. I was soon connected with the Marketing team. Starting with the odd blog or one-pager here and there, I gradually took on more responsibilities with the Marketing team while continuing to work on the Sales Operations tasks I had come to enjoy.
Today, my role continues to be a mix of both Sales Operations and Marketing. This has given me the opportunity to work on a wide variety of tasks and work with more amazing people than I ever could have if I had continued in just one of those roles.
Beyond the role flexibility, ComputerTalk provides flexibility in work schedule and environment. The company wants what’s best for its employees and understands that that doesn’t necessarily look the same for everyone. In the early days of the COVID-19 pandemic, most employees switched from the traditional office environment to working from home full-time. Some preferred remote work, but not everyone did. So, as public health guidelines changed and restrictions lifted, ComputerTalk switched to a hybrid model, offering employees the flexibility to work primarily in whichever location was the best fit for them. Similarly, ComputerTalk offers schedule flexibility, meaning that employees can come in earlier or later to avoid traffic, work around personal appointments, and more.
The last, but certainly not least, of the best things about working at ComputerTalk is the people. Everyone is such a pleasure to work with. We always have a good time together, whether we’re chatting during a meeting, participating in an event hosted by our Social Committee, or getting together after work. The people I work with make every day a little brighter and are the reason that ComputerTalk is such a great place to be.
I’ve learned, grown, and changed a lot over the last four years, but one thing that hasn’t changed is my feeling of belonging here. I’m so thankful for everything that ComputerTalk is and has been to me, and I look forward to what it will be in the future!