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

Cloud Contact Center: Best Practices and Software for 2024

by Kent Mao | Published On March 27, 2024

Cloud contact centers provide an agile, scalable platform for customer service.

Full story
25 Years of Service: My Journey at ComputerTalk

by Isaac Chan | Published On March 26, 2024

I have been working at ComputerTalk for a quarter of a century! I can't count on one hand the events in my life that surpass this milestone.

Full story
Microsoft Operator Connect for Contact Centers: A Complete Guide

by Nicole Robinson | Published On March 22, 2024

Leverage a secure and trusted connectivity model.

Full story
ACD vs IVR in Call Centers: What’s the Difference?

by Kent Mao | Published On March 20, 2024

ACD and IVR systems play a key role in many call centers, from retail and banking to hospitals.

Full story
How to Align Microsoft Teams for Superior Customer Service

by Anastasia Micic | Published On March 19, 2024

Explore how Microsoft Teams revolutionizes customer service in contact centers, fostering enhanced interaction, collaboration, and customer satisfaction.

Full story
4 Key Strategies to Improve Government Emergency Call Centers

by Nicole Robinson | Published On March 13, 2024

Government call centers play a pivotal role in crisis and emergency response, acting as the first point of contact for citizens seeking assistance.

Full story
Everything You Need to Know About Call Center Training

by Kent Mao | Published On March 13, 2024

Building an effective training program is an essential part of managing a call center.

Full story

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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.

Should You Merge Traditional and Digital Communications?

Isolated contact center solutions incur significant costs for businesses and impede their ability to meet evolving customer demands.

Copilots for Customer Service and New Developer Tools - Microsoft Ignite 2023

Microsoft Ignite 2023 just wrapped up, and the first thing I'll say is that the organizing team clearly listened to the feedback from last year, because the event as a whole was significantly improved over 2022.

How to Enhance Every Touchpoint in a Customer’s Journey

Discover key strategies to enhance customer journeys with effective touchpoint analysis and customer experience enhancement.

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Microsoft Teams Security and Compliance in Call Center Environments

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