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
- Company News and Culture
- Contact Center
- Customer Experience
- Events
- Industry
- Integrations
- Microsoft Teams
ASK US A QUESTION
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
The Four Pillars of Customer Service: Resource Management
Research has shown that “Companies that excel at customer experience have 1.5 times more engaged employees than companies with poor customer experiences” (Forbes). So, how can organizations drive engagement in employees to ensure they have what it takes to make their customer service successful?
Gartner, the world’s leading research and advisory company, breaks customer service down into four pillars: Getting Connected, Process Orchestration, Knowledge & Insight, and Resource Management. These pillars together form the components of excellent customer service and provide a framework for organizations to focus on and evaluate when planning initiatives. Previously, we discussed Knowledge and Insights. This week, we will discuss Resource Management.
Resource Management
Gartner’s last pillar of customer service, Resource Management, highlights the importance of creating and maintaining engaged and empowered employees to ensure a more robust customer experience (Gartner). By supporting employees with the right tools, organizations can enhance the agent experience, which ultimately leads to stronger customer service.
Benefits of Resource Management
Managing resources effectively enables employees to provide enhanced customer service within organizations. Contact centers can extend the employee experience by integrating robust resource management tools. Below are some benefits organizations will experience when they effectively manage employees through contact center integrations and features.
Leverage tools that agents are familiar with: Fully customizable contact centers with various integration capabilities reduce agents’ need to learn new tools. Instead, integrate with tools that agents already know- whether it is a CRM or ticketing system. Familiar tools will allow agents to have an easier time navigating a platform to fulfill customer requests successfully.
Avoid understaffing by forecasting demand: Scheduling the right number of agents at the right time prepares contact centers for any spike in interactions and prevents understaffing. Advanced Workforce Management (WFM) solutions adopt a comprehensive approach that automatically creates a schedule that determines which agents do what and when based on agent skill and historical reporting.
Give agents the autonomy to set their schedule: Advanced WFM tools that integrate with the contact center involve agents in the scheduling process. Agents can manage their schedules by requesting time off and trading shifts with other agents to better fit their workload. This avoids burnout and gives the agent the freedom to take a day off when they need it!
Support agents by screen popping relevant information: Equip agents with relevant customer information and context around requests. This enhances the experiences for agents as it reduces the need for agents to manually search for customers’ information. Furthermore, relevant details prepare agents to interact with customers immediately and effectively.
Increase agents’ engagement and motivation with gamification: Implement friendly competition to increase agents’ engagement. Instead of training agents through presentations, create an interactive online course that includes a scoring system and fun characters. Emphasizing team or individual achievements can boost overall workforce morale.
The Resource Management pillar highlights the significance of maintaining engaged agents at your organization. By supporting your employees, you create and retain high-quality and well-equipped agents. Providing the right contact centers tools can improve agents’ experience, and, in turn, they can better serve your organization’s customers.
To learn more about the previous pillars of customer service, check out our blogs on Knowledge and Insights, Process Orchestration, and Getting Connected.