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

Clement Leung: Thirteen years of learning, leading, and innovating

by Clement Leung | Published On June 19, 2025

When I joined ComputerTalk in 2011, I never imagined I’d spend over a decade growing alongside this incredible company.

Full story
Staff Spotlight: Erina Suzuki

by Erina Suzuki | Published On May 22, 2025

I joined ComputerTalk during peak-pandemic times- when banana bread was a national pastime and Zoom backgrounds were judged harder than actual office decor. My job? Marketing! Specifically, lots of copywriting. Thought leadership blogs. Punchy taglines. And optimizing content so it could charm search engines and humans (the real challenge, if we’re being honest). But something funny happened on the way to the word count: I fell in love with design.

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Dennis Menard: A Look Back at My Career at ComputerTalk

by Dennis Menard | Published On April 25, 2025

Reflecting on my time at ComputerTalk, I'm proud to have been part of a team that turned bold ideas into real innovation. What kept me here for so long wasn't just the technology, it was the opportunity to solve meaningful problems and work alongside incredible people.

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Reflections from Enterprise Connect 2025: Elevating Customer Experience with AI

by Jean-Nicolas Robitaille | Published On April 4, 2025

At Enterprise Connect 2025, the evolving role of AI in customer experience (CX) took center stage. The event highlighted the importance of a holistic CX approach, where AI plays a key role in enhancing customer journeys.

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Eric Prits: Growing My Career At ComputerTalk

by Eric Prits | Published On March 24, 2025

My journey first started at ComputerTalk back in 2019, right out of university, on the Application Development team.

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Introducing ice Contact Center 15: Why This Release Sets Us Apart!

by Nicole Robinson | Published On March 20, 2025

At ComputerTalk, innovation never stops — and we’re excited to announce that our newest version, ice 15, is now generally available as of May 5th, 2025!

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Richard Damra: Growth and Development at ComputerTalk

by Richard Damra | Published On February 24, 2025

ComputerTalk provides diverse growth opportunities and a supportive team makes the learning process seamless.

Full story

TOPICS

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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.

ComputerTalk Releases ice 13

ComputerTalk, a CCaaS provider located in Markham, Canada, is excited to announce the upcoming release of ice 13. Following the recent release of ice 12.1, version 13 provides more enhancements to the current features and tools. Continue reading to discover...

Introducing ComputerTalk's rebrand

In a world that's constantly evolving, so are we. We're kicking off the new year with a rebrand, and we're super excited to share what’s new!

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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My adventures at ComputerTalk

ComputerTalk can be described as a 35-year-old start-up, characterized by its dynamic environment and reliance on fresh graduates. My journey with ComputerTalk began as an enthusiastic new graduate eager to embark on my career. Now, approaching my third year, I...