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

5 Benefits of Adding Chat to Your Internal Help Desk

by Shaundalee Carvalho | Published On May 10, 2021

If you’ve ever contacted an organization’s customer support, you know how beneficial it can be to have the option to use webchat instead of a voice call.

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ComputerTalk’s ice Contact Center Becomes Microsoft Teams Connected Contact Center Certified

Published On February 19, 2021

ComputerTalk is pleased to announce our completion of the Microsoft Teams Connected Contact Center Certification Program, becoming one of the first partners to receive the certification. As a certified partner solution, ComputerTalk showcases our decades-long commitment to strengthen our products with Microsoft’s cutting-edge technology.

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Extend Teams Functionality with ice Contact Center

Published On January 19, 2021

In 2020, Microsoft saw a massive spike in Teams usage, increasing by over 785% since July 2019 and surpassing 115 million daily active users.

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ice and the Connected Contact Center for Microsoft Teams Certification Program

by Shaundalee Carvalho | Published On November 13, 2020

As the developer of the Teams native ice Contact Center, ComputerTalk is currently one of the first companies to go through Microsoft’s Connected Contact Center for Microsoft Teams Certification Program. Among other benefits, this certification will mean that ice Contact Center for Microsoft Teams “has been tested and verified to provide the quality, compatibility and reliability [customers] expect from Microsoft solutions” (Microsoft, 2020).

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7 new Microsoft Teams features announced at Ignite 2019!

by Nicole Robinson | Published On December 17, 2019

During the first day of Ignite, Marissa Salazar, Product Marketing Manager for Microsoft Teams announced 7 exciting new Teams features. Most of these are top features requested in the past year by users.

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ice, Teams, and Direct routing

by Chris Bardon | Published On October 29, 2019

One of the major improvements that Teams made over Skype for Business was the introduction of Direct Routing. In the SFB world, an onprem topology could be connected to the cloud for hybrid voice, but the architecture was complicated, and there were several restrictions.

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ice and Teams - Better Together

by Chris Bardon | Published On October 23, 2019

The ice Contact Center already has full support for Microsoft Teams. Using the Teams client in conjunction with iceBar not only gives agents advanced call controls, but also screen pop and application integrations, visibility into the state of queues, and specialized and granular state controls that go beyond what Teams offers natively. This made for a great first step, but for organizations that are all in on Teams, we wanted to make the integration tighter and enhance the agent and supervisor experience.

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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.