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

What it really takes to build a chatbot

by Gabriel De Guzman | Published On September 24, 2025

Building a chatbot takes more than plugging in a tool. From clean data and structured knowledge bases to backend integrations and solid architecture, learn what it really takes to design a chatbot that delivers accurate, helpful results — and avoids frustrating your customers.

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Slice of ice Recap: Unlock Insights with Real-Time Dashboards

by Shaundalee Carvalho | Published On September 19, 2025

On Wednesday, September 10th, ComputerTalk presented our latest Slice of ice webinar on our new real-time dashboards.

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Gobiraj Sivalingam: Leading the Evolution from Hardware to Cloud at ComputerTalk

by Gobiraj Sivalingam | Published On September 17, 2025

I’ve had the privilege of growing my career as a lead engineer while helping guide ComputerTalk through one of the most transformative eras in our history.

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10 AI Use Cases for Manufacturing and Supply Chain Contact Centers

by Gabriel De Guzman | Published On September 16, 2025

This blog explores how AI is transforming manufacturing and supply chain support, from intelligent virtual agents to predictive maintenance alerts, multilingual support, and more. Discover 10 practical AI use cases that reduce delays, improve communication, and keep operations running smoothly.

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Call Center Agent Scorecard Templates That Help Improve Performance

by Anastasia Micic | Published On September 12, 2025

If you’ve ever sat down to review a call with an agent and found yourself thinking, “Where do I even start?”, you’re not alone. Many managers and supervisors have been there.

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AI in Education Contact Centers: Key Use Cases Driving Efficiency

by Nicole Robinson | Published On September 4, 2025

Let’s talk about what’s happening inside a typical education contact center right now.

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How to Reduce Call Center Wait Times Without Sacrificing Quality

by Nicole Robinson | Published On August 27, 2025

Find out how you can shorten hold times, help your agents work more effectively, and keep customers from hanging up in frustration. These 10 strategies will help you improve results without sacrificing service.

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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.

ice Contact Center 14 is Here!

We’re pleased to announce the general availability of ice Contact Center 14! ice 14 includes a number of new features and functionalities that can enhance contact center operations and customer experiences.

Conversational AI for Contact Centers: The Complete Guide

Evolving customer expectations, combined with rising talent shortages in the contact center has led to a massive increase in the number of companies adopting AI-powered tools.

ComputerTalk Wins UC Award for Best Microsoft Teams Contact Center Solution

Markham, ON — We did it! ComputerTalk scoops top honors in the 2024 UC Awards celebration, winning Best Microsoft Contact Center Solution!

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Voice Biometrics in the Call Center: The Ultimate Guide

Voice biometrics technologies are becoming increasingly valuable in the call center.