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Computer Talk Technology (CTT) - Blog

6 Benefits of Incorporating IVR Into Your Customer Service Strategy.

An IVR (Interactive Voice Response) system is an automated telephony system that interacts with callers. All of us have interacted with one before. You many have used an IVR system to get routed to the correct department or person, receive answers to FAQs, book or cancel appointments, check accounts, or more over the phone. Some IVR systems use speech recognition to allow you to communicate your needs. Below are some common benefits that organizations experience from adding an IVR system to their organization.

6 Benefits

1. Increase customer satisfaction

With an easy to use and reliable IVR, customers are directed to the correct agent or department who can answer their inquires. IVR systems are always available to customers regardless of the time or day. IVR systems can be programed with personalized greetings and queue treatment based on the caller’s number or ID information.

2. Decrease call times

IVR systems answer calls on the first ring. Callers can receive quick and informative answers to their questions such as account information, hours of operation and FAQs. If the IVR is unable to resolve the caller’s problem, the call is directed to the appropriate agent or department to handle their inquiry. The information the caller has provided the IVR is presented to the agent preventing them from repeating themselves.

3. Increase first contact resolution

Calls are routed to the appropriate agent or department that is most qualified to meet the caller’s needs. This reduces the likelihood of the call being transferred.

4. Improve efficiency and productivity

With an IVR directing calls, more calls can be answered simultaneously. Agents are presented with the information callers provided to the IVR system. Agents will be matched with customers in need of their specific expertise. This increases the speed in which they can provide appropriate answers and reduces the likelihood of transferring the customer to another agent. Agents can focus on other tasks or handle more calls as the IVR resolves a portion of the calls.

5. Reduce operational costs

The improved efficiency and productivity from the IVR system will reduce operational costs. IVR auto attendant systems can replace receptionists or a customer service agent who directs calls lowering head count.

Agents are experts within their area of expertise. Since they do not need to be trained on all areas this reduces training costs.

6. Improve company image

Smaller companies can create a larger and more professional image with an IVR system fronting their greeting. At the same time, a larger company can use an IVR system to maintain consistency with their greetings and handle higher call volumes.

These are just a few of the common benefits organizations experience by adding an IVR system. Let us know if you have experienced any of these benefits or other benefits by leaving a message in the comment section below. If you would like more information on IVR benefits or applications message us or request a demo.


Publish Date: October 25, 2016 5:00 AM

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Publish Date: March 30, 2016 5:00 AM

Do you know what it means to be Skype for Business native?

More organizations are starting to use additional functionalities of Skype for Business. They are not only using it for only IM and Presence, but also for conferencing and telephony.

As organizations are switching to Skype for Business, they are looking for contact center applications that work seamlessly in this new environment. Organizations can choose to use a native or non-native Skype for Business contact center application to deliver customer service.

Native Skype for Business Contact Centers

Native Skype for Business contact centers are native Unified Communications Managed API (UCMA) applications built within the architecture of a Skype for Business server environment. They use certificates to prove their identity to the Skype for Business server as a trusted application. In other words, native Skype for Business contact centers are trusted applications that can directly control the Skype for Business server and provide value-adding contact center services, such as Interactive Voice Response (IVR), automatic call distribution (ACD), call recording, etc.

Native contact centers can use the same SIP trunks, gateways, server pools, database clusters, and redundancy that were built to run Skype for Business. Organizations can manage their Skype for Business and contact center infrastructure from the same location.

Native contact centers leverage Skype for Business capabilities such as call routing, media handling, conferencing, and presence. They can also take advantage of multiple sites configured in Skype for Business with least cost routing. As Microsoft rolls out new functionalities, native applications are able to immediately take advantage of them.

Non-Native Skype for Business Contact Centers

Non-native contact centers require an additional telephony infrastructure to deliver media-handling capabilities. They integrate with Skype for Business to allow call and presence information to be passed from one system to the other.

Non-native contact centers need to route calls outside of the Skype for Business infrastructure, into their own systems, and then route them back into the Skype for Business infrastructure to provide these functionalities. This adds complexity to the system and also an additional security component to consider.

Contact us to learn more about Skype for Business native contact centers and how they can benefit your organization.


Publish Date: November 26, 2015 5:00 AM

Speech analytics increases contact center productivity.

Over the past decade, speech recognition has been used in contact centers to reduce labour expenses, call times, and wait times and improve customer experience and workforce productivity. Speech recognition software identifies words and phrases spoken in the human voice and converts them into machine-readable format, so that when specific conditions are met, actions are triggered.

Speech recognition is commonly used in two ways: to augment contact routing and to enable speech-based Interactive Voice Response (IVR). IVR is a technology that allows people to interact with computers using a touch-tone key pad or their voice. Other uses include voice biometrics and surveys. Letting customers say their feedback facilitates a more natural, conversational experience.

Here are some examples of how companies use speech recognition today:

  • An airport in Ireland used speech recognition to handle a 30% increase in customer calls without having to increase agent count. By adding speech recognition, tuned to understand the Irish accent, to their IVR, they were able to reduce call time to 53 seconds. (More information here:

  • A credit card company used voice biometrics instead of security questions to verify caller identity. Checking voiceprints took a shorter amount of time, saving telephony resources and shortened call duration. (More information here:

  • A justice department used voice biometrics to drastically reduce the cost of running a house arrest program. Calls were placed during random times of the day. The person had to answer the call, and speak his/her name when prompted by the IVR. If a call is not answered or a voiceprint match was not determined, the person’s parole officer is notified. (More information here:

From our experience, management simplicity is key. As such, it should be built-in or at least have a very tight integration with the contact center. The speech recognition tool usually has to be tuned for regional accents and the message prompts usually have to be adjusted so the caller responds in a more natural way. We highly recommend that you speak with a voice expert, who can help you navigate the complexities around call flows and tuning and to ensure that speech recognition is adding value to the customer journey.

How do you think speech recognition could change the way you interact with customers and clients?


Publish Date: October 27, 2015 5:00 AM

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