IVR
Interactive Voice Response
ComputerTalk’s IVR system provides self-service options to customers, allowing for faster customer service and freeing up agents’ time to handle more complex inquiries.
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Benefits
ComputerTalk’s IVR provides opportunities for efficiency improvements.
Our IVR system can be used to direct callers to the appropriate queue in the contact center, ensuring efficient routing. Alternatively, it can be used for self-service, saving agents’ time while allowing customers to serve themselves without delay.
Save agents’ time by automating routine tasks.
Callers can perform self-service tasks like checking their order status, updating account information, or receiving answers to frequently asked questions with ComputerTalk’s IVR. Empowering callers to complete these tasks themselves reduces agents’ workload and saves their time for more complex inquiries.
Increase customer satisfaction through faster resolutions.
IVRs help ensure that callers reach the correct person or department right away, increasing the first call resolution (FCR) rate. Additionally, with the availability of self-service options, there are fewer callers that need to speak with an agent, meaning shorter wait times for those that do. The increase in FCR and decrease in wait times contribute to increased customer satisfaction.
Extend hours of operation with 24/7 self-service options.
With self-service IVR options, the contact center can still provide service when there are no agents available. This enables the contact center to extend its hours without needing to hire more agents.
Use case
Use an IVR in any industry.
IVR capabilities
Automated Speech Recognition
Take your IVR to the next level with Automated Speech Recognition (ASR). ASR enhances the customer experience by allowing callers to speak their needs using natural language rather than using standard touch-tone dialing.
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.
Frequently Asked Questions
Everything you need to know about IVR
IVR stands for Interactive Voice Response.
An IVR is an automated phone system that allows callers to interact with audio menus using voice and speech recognition or keypad touches. Through these interactions, callers may perform self-service tasks or may be directed to a contact center agent.
IVRs are used in a contact center for call routing and/or self-service options.
IVRs can benefit your organization in numerous ways. They can improve both agent and customer experiences, increase productivity, reduce costs, extend service hours, and more.
CUSTOMER SUCCESS
What our customers say about us
ice Contact Center for Microsoft Teams completely ties into email and everything Microsoft 365 offers. All the hooks for our entire ecosystem are there. Where before it was 3 or 4 systems you had to work around in, now it’s all connected.
Randy Robbins, Director of Information Technology
Bob Barker Company
The ComputerTalk team is great! The account team is very engaged and meets with us monthly to review any concerns, discuss potential changes, and review user feedback.
Doug Lamb
Administrator of WCLC Telephony System
The customer service and technical assistance at ComputerTalk have been exceptional.
Christine Morrow
Contact Center Manager at Sunshine Coast Credit Union
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