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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Company News and Culture

ComputerTalk’s ice Contact Center Leads in Ease of Customization Category

by Anastasia Micic | Published On July 7, 2023

02 - ComputerTalk - Ease of Customization

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in the Ease of Customization category in InfoTech Research Group’s Software Reviews.

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 worldwide, helping them make well-informed strategic decisions by producing unbiased and highly relevant research.

Info-Tech's latest division, SoftwareReviews, officially launched in 2017. SoftwareReviews collects and analyzes detailed reviews from software users to provide a thorough understanding of products from the unbiased perspectives of the people who use them. They verify users and check each review for authenticity to maintain high-quality, reliable data.

SoftwareReviews' latest report showed that ComputerTalk’s ice Contact Center led against competitors in the Ease of Customization category.

Ease of Customization

Ease of Customization is based on the ability of a CCaaS to adjust the solution to a business’s ever-changing needs. ComputerTalk scored 86% in Ease of Customization compared to the industry average of 75%.

ComputerTalk offers customers the ability to integrate with any third-party telephony. Whether you use a traditional PBX, Microsoft Teams, or another platform, we can integrate with your current telephony system.

ComputerTalk has dozens of pre-built connectors, giving us the ability to integrate with almost any third-party platform, such as Service Now and Salesforce, to name a few. We also offer a variety of modalities to ensure your customers have the flexibility to reach you wherever. Integrating third-party platforms within your contact center helps to boost contact center efficiency.

A contact center that is customized to fit your current and future needs ensures that your organization will continue to deliver high-quality customer service. From your choice of telephony system and modalities to integrations and custom applications, ComputerTalk will work closely with you to ensure that your ice Contact Center is built to fit your needs.

Choose ice Contact Center

Here at ComputerTalk, we aim to ensure that ice Contact Center aligns with your current and future needs. Request a demo today to learn more about how ice can support your goals!

call center ComputerTalk contact center as a service customization ice Contact Center with Microsoft Teams

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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.