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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Customer Experience

ComputerTalk Client Reviews Featured in InfoTech Research Group's Report

by Erina Suzuki | Published On August 18, 2023 | Last Updated July 30, 2024

We are excited to share that ComputerTalk has once again demonstrated its devotion to client satisfaction and received exceptional feedback from our customers in InfoTech Research Group’s SoftwareReviews report. This accomplishment showcases our technical skills and commitment to being transparent, trustworthy, and focused on our clients.

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

Info-Tech’s latest division, SoftwareReviews, was 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’ shared the diverse terms our customers used to express their experiences with ComputerTalk. The report color-coded these expressions, with negative terms highlighted in red and positive terms shining in green. All of our exceptional qualities are proudly displayed in vibrant green. Notable terms like Transparency, Trustworthiness, and Caring were emphasized. This feedback illustrates the positive reputation we've built through consistently exceptional experiences.

Transparency

Transparency isn't just a buzzword at ComputerTalk; it's a guiding principle in how we operate. Our results demonstrate our dedication to delivering clear and comprehensive solutions that enable our clients to make informed decisions. Customer service industry is often plagued by complexity, but our transparent approach simplifies the overall process, fostering trust between us and our customer's needs.

Trustworthy

At ComputerTalk, we believe that trust is the foundation of any successful relationship. The report reaffirms the reliability of our solutions, showcasing our dedication to delivering products and services that consistently meet or exceed our client's expectations. Our trustworthiness makes us a dependable provider and enhances our customers' confidence in us.

Caring

Our genuine care for our clients is one of the things that sets us apart. Our customers feel valued and prioritized, as reflected in the report. Take, for example, Bob Barker Company, which found immense value in our client support team. This came after they encountered a cumbersome and complex support process with their previous solution. According to Michelle Corbett, IT Operations Lead at Bob Barker Company, “The product is easy to use, easy to troubleshoot, and easy to administer. And when in doubt, easy to contact customer service on!”

She further noted, “The fact that our Customer Service Manager and Supervisors know how to ... report their own issues to ComputerTalk helps to take IT out of the equation. That is a big time saver for them and for IT.” Our care extends beyond transactions; it's about building a relationship where our clients’ success is our ultimate goal - whether that's tailoring solutions that align with our clients’ unique needs or offering round-the-clock support to guarantee assistance is readily available at all times.

At ComputerTalk, we don’t just offer contact center solutions – we build lasting client relationships based on shared success and mutual respect. With our customer-centric approach, we are excited to continue to make strides in the realm of customer service and set a new standard for client satisfaction.

To get started, request a demo and learn how we can help you achieve customer service excellence.

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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.