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
TOPICS
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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: Bernie Lee
That call landed an interview with Dennis Menard and Gregory Luke, the senior technology leaders in the company at the time. For some reason, the interview was in a small windowless room, which added to the appearance of some intense interrogation that was about to begin. Nevertheless, the interview went well, and it led to my meeting with Mandle Cheung, the founder and CEO of ComputerTalk. I was impressed with the company’s direction and its longer-term vision. This then started my decades-long journey with the company (with a “finding myself” sabbatical for a few years in between, more on that later).
In the Beginning
I joined a small team of R&D developers that had the mandate to create a contact center platform, which came to be known as ice (Intelligent Communications Exchange). In the early years, there was much collaboration with Dennis on design decisions; one design session was even off-site at his farmhouse.
ice evolved from the initial voice-only platform to one that currently also supports web chat, chatbots, email, social media, screen recording, speech transcription, and analytics with integration to Microsoft Teams, Dynamics, and other best-of-breed products. ComputerTalk with the ice platform was on Gartner's Contact Center Infrastructure Magic Quadrant. Our cloud-based contact center solutions enabled companies to have their teams operate remotely, improved efficiencies with AI-powered chatbots, and helped companies streamline their customer service operations with ease of use and in-depth analytics.
Sabbatical
With the afore-mentioned leave in between my tenure at ComputerTalk, I joined an IT consulting firm that specialized in CRM, ERP, and custom development projects. I was on consulting engagements with financial and government clients on strategy and technology roadmap planning, business architecture, application development, performance tuning, process re-engineering and legacy system renewal.
The Prodigal Son Returns
Upon rejoining ComputerTalk in 2012, I am now leading the talented Product Engineering team with oversight of Product QA. Having worked at strategic levels as well as providing leadership to development teams in my consulting engagements helped me to create a development path with the ComputerTalk team that delivers new features and, at the same time, continues to renew aging components.
Continuing to move forward and build advanced solutions, we will be launching agent assist and other generative AI use cases with GPT-3.5/4.
How Are We Different
If I were asked what sets ComputerTalk apart, I would highlight our ability to adapt and collaborate to achieve our goals. Being able to work cross-functionally also gives us the bigger picture and facilitates quicker issue resolution.
The company enables staff to move from one function to another as well for personal growth. As an example, we had someone who went from QA to sales and several others from project-focused custom application development to Product Engineering.
So, that one call years ago turned into a career, not without challenges, but blessed with many opportunities to explore, grow, and discover new horizons.