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

Contact Centers for Higher Education: A Complete Guide

by Kent Mao | Published On June 10, 2024

Higher education contact centers are essential in managing communications, providing support, and enhancing the experiences of students, alumni, and staff.

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Smart IVR: Benefits, Use Cases & More

by Kent Mao | Published On May 31, 2024

Advancements in artificial intelligence have led to a new era for IVR technology. Is it time for your business to upgrade to a Smart IVR system?

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10 Best Microsoft Teams Contact Centers in 2025

by Kent Mao | Published On May 27, 2024

Integrating your contact center with Microsoft Teams can provide you with an all-in-one contact center solution that is flexible and easy to use.

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Contact Center Dashboards: The Ultimate Guide

by Anastasia Micic | Published On May 7, 2024

Here is your ultimate guide to the different types of dashboards available and how they fit with your contact center.

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Call Center Automation Software: Best Tools for 2025

by Kent Mao | Published On May 2, 2024

It seems like call center automation is everywhere these days, from chatbots and virtual agents to quality assurance and workforce management software.

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How To Evaluate a Call Center Agent’s Performance

by Anastasia Micic | Published On April 29, 2024

From first contact resolution to net promoter score, there are a variety of ways to measure your agents' performance.

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Contact Center Quality Management: Best Software Tools in 2025

by Kent Mao | Published On April 18, 2024

From analytics to agent coaching tools, there are many quality management solutions on the market today.

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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.

Contact Centers in Banks and Financial Institutions: A Valuable Role

Financial institutions have been pioneers in the adoption of contact centers to service their clients and provide personalized experiences.

7 Customer Service Tips for Optimizing Your Contact Center this Holiday Season

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Businesses invest significant resources to generate new leads and convert them into customers. While generating new leads is important for organizations, reducing customer churn for existing customers is just as crucial to any organization’s success.

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