Contact Center Blog

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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

How SCCU Transformed Their Customer Service with ice Contact Center

by Anastasia Micic | Published On December 15, 2023

Discover how Sunshine Coast Credit Union transformed its contact center with ComputerTalk’s ice solution, improving efficiency, reporting, and member support.

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The Rise of Remote Contact Centers: Leveraging Technology to Serve Global Customers

by Nicole Robinson | Published On December 14, 2023

With the prevalent interconnected global marketplace, the dynamics of customer service are shifting rapidly. Remote contact centers are emerging not just as a novel concept but as a critical component for businesses.

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Cloud Contact Center vs. On-Premises: What’s the Difference?

by Kent Mao | Published On December 13, 2023

When it comes to contact center solutions, there are more options now than ever before.

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Contact Center Data Silos: A Quick Guide

by Kent Mao | Published On December 4, 2023

Data silos are a well known issue in the contact center world, but new software solutions can help.

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Copilots for Customer Service and New Developer Tools - Microsoft Ignite 2023

by Chris Bardon | Published On November 24, 2023

Microsoft Ignite 2023 just wrapped up, and the first thing I'll say is that the organizing team clearly listened to the feedback from last year, because the event as a whole was significantly improved over 2022.

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What to Expect at Microsoft Ignite 2023

by Shaundalee Carvalho | Published On November 6, 2023

We’re less than 2 weeks away from Microsoft Ignite! If you’ve never attended the conference, read on to learn more about what it is and what we’re expecting this year.

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How to Meet KPIs and Boost Customer Satisfaction

by Anastasia Micic | Published On November 1, 2023

Boost customer satisfaction with call center optimization strategies. Learn how to effectively measure and meet vital KPIs to excel in today's competitive market

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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.