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

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ComputerTalk again ranked number #1 in numerous categories in SoftwareReviews latest report

by Erina Suzuki | Published On February 6, 2023

InfoTech SoftwareReviews and ComputerTalk

ComputerTalk is excited to announce that we have been scored as a leader in numerous categories in InfoTech Research Group’s SoftwareReviews report published in November 2022.

About Info-Tech Research Group

Founded in 1997, Info-Tech Research Group is now the world’s fastest-growing information technology research and advisory group. They serve over 30,000 IT professionals around the world, helping them to make well-informed strategic decisions through the production of unbiased and highly relevant research.

Info-Tech’s latest division, SoftwareReviews, was officially launched in 2017. SoftwareReviews collects and analyzes data from real end users, providing evaluations of leading enterprise solutions, including contact center software. Their goal is to provide prospective buyers with a comprehensive, unbiased view to help them make better decisions.

A report published by SoftwareReviews last Spring ranked ComputerTalk’s ice Contact Center as a leader among its competitors in various categories. Once again, ComputerTalk was named a leader in several categories in a recent report published in November 2022. Below are some of the key insights found in this report.

Key Insights:

ice Contact Center is a leader in vendor capability satisfaction compared to the category average.
ice Contact Center’s ease of customization capability outperformed 8 competitors in the contact center as a service market (CCaaS).
Trustworthy, altruistic and efficient are just a few positive sentiments our customers used to describe us.
ComputerTalk’s service team was cited as effective, knowledgeable, and efficient!

Continue reading to find out more about these results.

Vendor Capability Satisfaction

ice Contact Center scores the highest in vendor capability satisfaction compared to the category average. The ease of customization, vendor support, and breadth of features were among the key capabilities we delivered, exceeding our client's expectations. ice Contact Center led with a score of 86% for the ease of customization, 82% for vendor support, and 82% for the breadth of features, outperforming the category average.

Ease of Customization

'Ease of Customization' is one of ice Contact Center's leading core capability satisfactions and is based on the ability to scale the solution to a business’s unique needs. A scale of satisfaction including Disappoints, Almost Satisfies, Highly Satisfies, and Delights is applied to each capability providing an ability to understand satisfaction across several business and IT competencies. The study revealed ice ranked 1st out of 8 competitors, leading with an 86% score.

Words our customers use to describe us

In this report, customers have been asked to describe their experiences with ice Contact Center. Several words are then collected and displayed in a “word cloud,” as seen above. The "word cloud" is a collection of sentiments used to describe and summarize ComputerTalk at a glance. Trustworthy, altruistic and efficient are just a few sentiments our customers have used to describe us. We are pleased that our clients have positively evaluated our vendor-client relationships and product effectiveness!

Here's what our clients says about us

In this report, SoftwareReviews also shared current users' reviews of ComputerTalk's ice Contact Center Service Experience.

Effective & knowledgeable

As part of this report, SoftwareReviews asked end users to share their thoughts about the ice Contact Center Service Experience. Our clients rated our service team as 100% effective and knowledgeable, scoring highly on the emotional spectrum. One of our clients in the IT industry went as far as describing our support team as “fantastic”!

Efficient

As part of this report, SoftwareReviews asked end users to share their thoughts about the ice Contact Center Service Experience. Our clients rated our service team as 100% efficient, scoring highly on the emotional spectrum. Furthermore, one of our clients in the Financial and Banking industry described ice as an “intuitive and easy to use” solution!

If you haven't already, check out how we scored in SoftwareReviews report published last spring where ComputerTalk’s ice Contact Center Leads Among Competitors. To learn more about how ice Contact Center can help your organization, request a demo today!

Stay up to date on the latest ComputerTalk news and content by subscribing to our blog, and following us on LinkedIn, Twitter, Facebook, and YouTube.

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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.