Contact Center Blog for Customer Experience

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

Optimizing Contact Center Operations With Microsoft Teams

by Anastasia Micic | Published On April 16, 2024

Learn how Microsoft Teams integrated contact centers are reshaping workflow optimization, communication strategies, and more!

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Call Center Authentication: Best Methods and Software in 2024

by Kent Mao | Published On April 12, 2024

Call centers are getting larger, busier, and more complex than ever. They’re also becoming more popular targets for criminals and fraudsters.

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Microsoft Copilot for your Contact Center

by Nicole Robinson | Published On April 11, 2024

If you run a contact center, you know how important it is to respond to customers quickly and accurately.

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How Call Center Solutions Improve Education Enrollment

by Nicole Robinson | Published On April 9, 2024

Discover how call center solutions revolutionize student engagement and enrollment in education.

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How to Manage Cloud-based Contact Center Security

by Nicole Robinson | Published On April 5, 2024

Explore the necessity of advanced security protocols for cloud-based contact centers and safeguarding your operations.

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Contact Center Workforce Management: Best Software Tools in 2024

by Kent Mao | Published On April 5, 2024

Workforce management tools are essential for running an efficient contact center. Learn more about different options for WFM software.

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Don’t make your agents hunt for information

by Anastasia Micic | Published On March 28, 2024

Happy Easter! Today we often think about spring being upon us and the chance to get chocolate eggs from the Easter bunny. While you may enjoy hunting for chocolate eggs, agents don’t love hunting for information. That’s why it’s important to enhance your agents’ productivity by providing them with the information they need.

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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.

Call Center Monitoring: Tools, Features and Best Practices

Call center monitoring is essential for streamlining operations and delivering an exceptional customer experience.

Contact Center CRM Integrations: A Complete Guide

Nine in 10 businesses with more than 10 employees use CRM software.

20 Years at ComputerTalk: Chris' Journey From R&D Engineer to Tech Lead

It’s been 20 years since I started with ComputerTalk, so it’s an interesting time to reflect on how I got here, what I’ve done, and what made me stay.

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