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

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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AI Chatbots in Customer Service: A Guide

by Kent Mao | Published On February 14, 2024

AI chatbots have become a major part of our daily lives. Learn more about these modern, AI-powered virtual agents.

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Omnichannel vs. Multichannel Contact Center: What's the Difference?

by Kent Mao | Published On February 7, 2024

Both multichannel and omnichannel contact centers offer a variety of ways to communicate with customers.

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20 Years at ComputerTalk: Chris' Journey From R&D Engineer to Tech Lead

by Chris Bardon | Published On February 5, 2024

It’s been 20 years since I started with ComputerTalk, so it’s an interesting time to reflect on how I got here, what I’ve done, and what made me stay.

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8 Ways to Increase Revenue Through Your Contact Center

by Kent Mao | Published On February 2, 2024

Many companies are realizing that their contact center can be more than just a cost center.

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Asynchronous Communication In Contact Centers: Everything You Need To Know

by Erina Suzuki | Published On January 31, 2024

While asynchronous communication, such as email, has been around for decades, its relevance has grown significantly in today’s fast-paced, convenience-driven society.

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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.

15 Essential Contact Center KPIs to Monitor

KPIs provide specific and measurable feedback on the performance of your contact center. Learn which KPIs to track to boost productivity and enhance the customer experience.

4 Ways ice Contact Center Helped a Retailer Save Time and Money

For over 30 years, ComputerTalk has been helping organizations provide outstanding customer experiences.

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...

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