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

Microsoft Operator Connect for Contact Centers: A Complete Guide

by Nicole Robinson | Published On March 22, 2024

Leverage a secure and trusted connectivity model.

Full story
ACD vs IVR in Call Centers: What’s the Difference?

by Kent Mao | Published On March 20, 2024

ACD and IVR systems play a key role in many call centers, from retail and banking to hospitals.

Full story
How to Align Microsoft Teams for Superior Customer Service

by Anastasia Micic | Published On March 19, 2024

Explore how Microsoft Teams revolutionizes customer service in contact centers, fostering enhanced interaction, collaboration, and customer satisfaction.

Full story
The Important Role of Government Call Centers in Crisis Management

by Nicole Robinson | Published On March 13, 2024

Government call centers serve a critical role in crisis and emergency response, acting as the first point of contact for citizens seeking assistance.

Full story
Everything You Need to Know About Call Center Training

by Kent Mao | Published On March 13, 2024

Building an effective training program is an essential part of managing a call center.

Full story
How to Generate IVR Phone Scripts Using ChatGPT

by Kent Mao | Published On March 8, 2024

With ChatGPT's assistance, writing IVR scripts has never been easier.

Full story
9 Key Strategies for Keeping Top Talent in Your Contact Center

by Nicole Robinson | Published On March 6, 2024

Agent retention is the cornerstone of successful contact centers. The caliber of customer interactions directly influences business outcomes, making it essential to prioritize employee retention.

Full story

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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.

7 new Microsoft Teams features announced at Ignite 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.

Slice of ice recap: Troubleshooting ice (Part 1)

On Wednesday, August 19th, ComputerTalk hosted the first official session in its newly renamed webinar series, Slice of ice (formerly Lunch & Learn). The topic was Troubleshooting ice.

ComputerTalk announces general availability of ice for Microsoft Teams with Direct Routing

TORONTO, CANADA (PRWEB) MAY 28, 2020 Computer Talk Technology Inc. (“ComputerTalk”) today announces that Direct Routing for ice Contact Center with Microsoft Teams is generally available in our North American cloud sites. This new capability gives customers an alternative to...

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