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

10 Best Practices for Higher Education Contact Centers

by Kent Mao | Published On June 27, 2024

Creating the best experiences for your students and staff starts with developing a strong contact center strategy.

Full story
🌟Celebrating 14 Years of Growth and Dedication at ComputerTalk🌟

by Holly Cai | Published On June 24, 2024

Reflecting on my 14-year journey with ComputerTalk, I'm grateful for the enriching experiences and opportunities that have shaped my career. What makes ComputerTalk stand out is our unwavering commitment to fostering a culture of exploration and empowerment.

Full story
What is a Virtual Agent for Call Centers?

by Nicole Robinson | Published On June 19, 2024

Virtual agents are quickly becoming a crucial part of the modern contact center, extending the functionality of the traditional chatbot to transform self-service.

Full story
5 Ways Artificial Intelligence is Transforming Call Centers

by Erina Suzuki | Published On June 13, 2024

Artificial Intelligence (AI) is emerging as the ultimate investment for call center optimization, promising access to a range of solutions that enhance customer satisfaction, reduce operational costs, and improve productivity.

Full story
Contact Centers for Higher Education: A Complete Guide

by Kent Mao | Published On June 10, 2024

Higher education contact centers are essential in managing communications, providing support, and enhancing the experiences of students, alumni, and staff.

Full story
ComputerTalk’s Year in Review: Celebrating Fiscal 2024

by Shaundalee Carvalho | Published On May 31, 2024

Here at ComputerTalk, we are wrapping up our fiscal year and getting ready to start fiscal 2025 at the beginning of June. During this time, we are reflecting on all the exciting things we’ve achieved throughout the last year and looking forward to the future.

Full story
Smart IVR: Benefits, Use Cases & More

by Kent Mao | Published On May 31, 2024

Advancements in artificial intelligence have led to a new era for IVR technology. Is it time for your business to upgrade to a Smart IVR system?

Full story

TOPICS

ASK US A QUESTION

Q&A Form Loading...

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...

ComputerTalk Announces General Availability of ice 11

It’s finally here! We at ComputerTalk are excited to announce the general availability of ice Contact Center 11, our latest version.

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.

More from our blog

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...

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.

The Evolution of a Contact Center’s Role in a Pandemic

The past year has been a difficult and unprecedented time for many organizations. Governments and businesses have needed to adapt to the changing needs of their citizens and their customers, from emergency benefits programs and high inquiry volumes to COVID-19...