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 Implement an Effective Customer Feedback Loop

by Anastasia Micic | Published On July 3, 2024

Uncover the secrets to improving your services with customer feedback. Learn strategies for effective feedback analysis and implementation to enhance customer experience.

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Slice of ice Recap: Navigating iceMonitor

by Anastasia Micic | Published On June 28, 2024

On Wednesday, June 19th, 2024, ComputerTalk showcased how to navigate iceMonitor in our Slice of ice session.

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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.

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🌟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.

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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.

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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.

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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

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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.

Lunch and Learn: Supporting Remote Workers with ice

On Wednesday, April 22nd, ComputerTalk hosted the first of its series of COVID-19 related Lunch and Learn webinars. The topic was Supporting Remote Workers with ice.

ComputerTalk’s ice Contact Center Becomes Microsoft Teams Connected Contact Center Certified

ComputerTalk is pleased to announce our completion of the Microsoft Teams Connected Contact Center Certification Program, becoming one of the first partners to receive the certification. As a certified partner solution, ComputerTalk showcases our decades-long commitment to strengthen our products...

Slice of ice Recap: Connect with Customers on Any Channel

On Wednesday, February 17th, ComputerTalk presented their latest Slice of ice webinar: Connect with Customers on Any Channel. In this session, account owner Vithusan Jegatheeswaran discussed contact center trends and challenges, the meaning of omnichannel, how ice can help your...

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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...

What are the Differences Between a Call Center and a Contact Center?

The terms call center and contact center are commonly thrown around in the industry. But what are the actual differences between the two?

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Now that summer has officially arrived, it’s time to get excited for the first holiday of the season. Canada Day is only one week away, and Independence Day follows shortly for our southern neighbors. As you busy yourself with stocking...