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

Intelligent Virtual Agents (IVAs): Everything You Need to Know

by Nicole Robinson | Published On July 9, 2025

Ready to upgrade customer service? This guide breaks down intelligent virtual agents in plain language, what they are, how they work, where they fit, and how to roll one out without overcomplicating things.

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Agentic AI for Contact Centers: A Complete Guide

by Gabriel De Guzman | Published On July 3, 2025

Agentic AI is transforming contact centers by boosting agent performance, slashing costs, and delivering stellar CX.

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How to Handle Different Communication Channels

by Nicole Robinson | Published On June 18, 2025

Discover how to manage different communication channels for customer service, meet rising customer expectations, and create seamless experiences across chat, email, phone, and more.

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The Best Canadian IVR Payment Providers

by Nicole Robinson | Published On June 11, 2025

IVR (Interactive Voice Response) systems are becoming smarter and more intuitive all the time. They’re not just there to route a customer to the right agent anymore.

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Microsoft Teams Phone Extensibility: Everything You Need to Know

by Anastasia Micic | Published On May 23, 2025

Explore how Microsoft Teams Phone Extensibility transforms contact centers and learn how ComputerTalk delivers seamless, AI-ready integrations.

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Outbound Lead Generation: The Ultimate Guide to Driving More Sales

by Anastasia Micic | Published On April 28, 2025

Boost your sales with outbound lead generation! Learn best practices, common mistakes to avoid, and how cutting-edge technology can streamline your outreach in this guide.

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How IVR Systems for Manufacturing Improve Efficiency and Enhance CX

by Anastasia Micic | Published On April 15, 2025

Have you ever called a manufacturing company to check in on the status of an order, or ask a billing question, only to be greeted by an automated system guiding you through a list of options? If so, you’ve seen an IVR system for manufacturing in action.

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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.

Agentic AI for Contact Centers: A Complete Guide

Agentic AI is transforming contact centers by boosting agent performance, slashing costs, and delivering stellar CX.

Mastering iceSurvey: Enhancing Customer Feedback with Actionable Insights

On January 22nd, ComputerTalk hosted our latest Slice of ice webinar on iceSurvey, our built-in survey tool designed to capture valuable customer feedback. During this session, our Training & Documentation Specialist, Diane Vasquez, walked attendees through the features, setup, and...

Top 10 Enterprise Contact Center Solutions in 2025

In 2025, nothing has a bigger impact on any company’s chances of success than their approach to customer experience. Every interaction you have with a customer, whether it’s a sales call or a response to a service request, can make...

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