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

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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Slice of ice Recap: Introducing ice Contact Center 13

by Nicole Robinson | Published On April 25, 2024

On Wednesday, April 17, 2024, ComputerTalk presented our latest version of ice Contact Center, ice 13, in our Slice of ice session.

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21 Best Practices for Designing a Great IVR System

by Kent Mao | Published On April 24, 2024

Interactive voice response (IVR) systems can help automate your call center and provide customers with self-service options.

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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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Optimizing Contact Center Operations With Microsoft Teams

by Anastasia Micic | Published On April 16, 2024

Learn how Microsoft Teams integrated contact centers are reshaping workflow optimization, communication strategies, and more!

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Call Center Authentication: Best Methods and Software in 2025

by Kent Mao | Published On April 12, 2024

Call centers are getting larger, busier, and more complex than ever. They’re also becoming more popular targets for criminals and fraudsters.

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Microsoft Copilot for your Contact Center

by Nicole Robinson | Published On April 11, 2024

If you run a contact center, you know how important it is to respond to customers quickly and accurately.

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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: Navigating iceAdministrator Part 1

On Wednesday, September 16th, ComputerTalk presented the first of two Slice of ice (formerly Lunch and Learn) sessions devoted to navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar provided an overview of iceAdministrator, discussed managing your contact...

12 Resources to Help you Maximize your ice Contact Center Investment

It has now been a year since the COVID-19 pandemic began and almost a year since ComputerTalk began our Lunch and Learn/Slice of ice webinar series. The series began with a single webinar devoted to supporting contact centers through the...

How to Make the Most of Your Contact Center During the COVID-19 Pandemic

Society today is in a unique position as a result of the current COVID-19 pandemic. Individuals and businesses everywhere are facing much uncertainty regarding the current circumstances, how long they will last, and what exactly the long-term impacts will be....

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