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

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.

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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.

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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.

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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.

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.

ice: The Contact Center for the Microsoft 365 Platform

One of the strengths of ice Contact Center has always been the application integration possibilities we offer. In the 30 years we’ve been in the industry, we’ve integrated into both commercial and bespoke CRM systems, databases of various stripes, workforce...

3 Benefits of Integrating Social Media with Your Contact Center

More and more customers are turning to social media when contacting an organization. They are using the communication platforms they use in their everyday lives and expect increased customer service when their issues are exposed in public. The expectations have...

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3 Benefits of Integrating Social Media with Your Contact Center

More and more customers are turning to social media when contacting an organization. They are using the communication platforms they use in their everyday lives and expect increased customer service when their issues are exposed in public. The expectations have...

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.

ComputerTalk is on Microsoft AppSource

As a Microsoft Gold Certified Partner, member of TAP, and with three gold competencies and two silver competencies, there’s no doubt that ComputerTalk has strong ties with Microsoft. We are pleased to announce that you can now connect with us...