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

5 Key Strategies for Keeping Top Talent in Contact Centers

by Nicole Robinson | Published On March 6, 2024

Agent retention is the cornerstone of contact centers because the caliber of customer engagements significantly influences business results.

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How to Improve Patient Communication in Healthcare

by Nicole Robinson | Published On March 1, 2024

Discover how advanced digital solutions are transforming patient communication in healthcare, ensuring privacy and addressing diverse needs effectively.

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ComputerTalk Releases ice 13

by Anastasia Micic | Published On February 23, 2024

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 the latest improvements in ice Contact Center.

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Byron Yu - a journey of self-discovery and transformation at ComputerTalk

by Byron Yu | Published On February 22, 2024

As I sit back and contemplate the journey of two decades with ComputerTalk, it's hard not to feel a profound sense of gratitude and introspection.

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Top 5 Advanced Capabilities of Microsoft Teams Integrated Contact Centers

by Nicole Robinson | Published On February 22, 2024

The integration of Microsoft Teams into contact centers marks a significant impact in business communication today.

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Slice of ice Recap: Navigating iceReporting

by Shaundalee Carvalho | Published On February 16, 2024

On Wednesday, February 7, ComputerTalk hosted our latest Slice of ice webinar. During this session, one of our training and documentation specialists, Diane Vasquez provided an overview of iceReporting and discussed key iceReports, how to schedule reports, what’s new in the latest version of iceReporting, and some tips for using iceReporting.

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5 Ways to Spread Love to Your Contact Center Agents This Valentine’s Day

by Shaundalee Carvalho | Published On February 14, 2024

Happy Valentine’s Day! On this day of love, we often think about ways we can show love and appreciation to the important people in our lives. But while it may not be your first thought, today is also a great opportunity to think about how we can show love on a larger scale.

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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.

Slice of ice Recap: iceSurvey for ice 11

On Wednesday, July 21st, ComputerTalk presented our latest Slice of ice webinar, iceSurvey. During this session, our Training Specialist, Kathika Uthayakumar, provided an overview of iceSurvey (version 11), explained how to create survey questions and survey runs, showed examples of...

8 Reasons You Should Add Webchat to Your Contact Center Today

While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to include webchat capabilities.

5 Benefits of Adding Chat to Your Help Desk

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

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Slice of ice Recap: Expanding your Contact Center with iceChat

On Wednesday, June 16th, ComputerTalk presented our latest Slice of ice webinar, Expanding your Contact Center with iceChat. During this session, our Training Specialist, Kathika Uthayakumar, discussed challenges faced by organizations and customers, how iceChat works, how it can help...

Slice of ice Recap: iceSurvey for ice 11

On Wednesday, July 21st, ComputerTalk presented our latest Slice of ice webinar, iceSurvey. During this session, our Training Specialist, Kathika Uthayakumar, provided an overview of iceSurvey (version 11), explained how to create survey questions and survey runs, showed examples of...

ComputerTalk is Ready to RISE for BC’s Kids!

ComputerTalk is excited to announce that we will be sponsoring RISE for BC’s Kids, an annual television broadcast in support of BC Children’s Hospital Foundation (BCCHF).