Contact Center Blog for Customer Experience

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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

Staff Spotlight: Richard Teixeira

by Richard Teixeira | Published On March 30, 2023

It was a fast, very satisfying 11+ years leading to retirement after spending almost 30 years in a large telecom organization, with some shorter terms with hardware and software focused companies similar in size to ComputerTalk.

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ComputerTalk's ice Contact Center vs. NICE

by Anastasia Micic | Published On March 24, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against NICE in the Info-Tech Research Group's SoftwareReviews. Continue reading to find out what categories we outperformed NICE in.

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Staff Spotlight: Darren Lobo-Pires

by Darren Lobo-Pires | Published On January 19, 2023

While studying physics in university, my original goal and path in life was to remain in academics, following through with my Master’s and finally Ph.D. I realized when nearing the end of my undergrad that another 7+ years of schooling wasn’t for me, and I was looking to get some real-world work experience under my belt. It’s hard to believe it’s been almost 10 years since I graduated and started working at ComputerTalk!

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Staff Spotlight: Diane Vasquez

Published On December 23, 2022

Growing up in the Philippines, back when technology was still evolving, pursuing a career was limited to a few choices: becoming a Doctor, Nurse, Lawyer, Engineer, or Teacher. Growing up, I always knew that I wanted to pursue a career in teaching.

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Staff Spotlight: Lois Graham

by Lois Graham | Published On November 10, 2022

In this Staff Spotlight, Lois talks about what she does as an Implementation Specialist, how she got to where she is today, and what she loves about working at ComputerTalk.

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Here's How ComputerTalk Outperformed Competitors in Customer Satisfaction!

by Erina Suzuki | Published On October 31, 2022

Last month, we shared on our blog that ComputerTalk’s ice Contact Center achieved the highest level of customer satisfaction in Info-Tech research Group's SoftwareReviews. We outperformed competitors, like Genesys and Five9, both in capability and feature satisfaction, as well as in overall composite score. The question is, how are these results determined? Continue reading to find out!

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ComputerTalk is Sponsoring Surrey Hospitals Foundation’s Good Health Telethon and Radiothon

by Shaundalee Carvalho | Published On October 21, 2022

ComputerTalk is pleased to announce that we will be sponsoring Surrey Hospitals Foundation’s 2022 Good Health Telethon and Radiothon on Saturday, October 22nd.

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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.