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

My Journey of Growth and Innovation at ComputerTalk

by Robert Luciani | Published On July 29, 2024

I’ve been part of the ComputerTalk family since 2015. My journey here has been nothing short of amazing, and I’m excited to share my story with you. I started at ComputerTalk as a summer student, eager to dive into the world of technology. From those early days, I knew this was the place for me. The hands-on experience and the dynamic environment were exactly what I was looking for.

Full story
The Best Intelligent IVR Solutions for 2025

by Anastasia Micic | Published On July 23, 2024

In recent years, the introduction of artificial intelligence into IVR solutions has taken the potential of this technology to the next level.

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Meeting Gen Z's Customer Service Expectations: What Businesses Need to Know

by Nicole Robinson | Published On July 18, 2024

Each new generation of consumers introduces new challenges for every business team.

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7 Ways Credit Unions Can Revolutionize Member Experience

by Anastasia Micic | Published On July 16, 2024

Creating the best member experience means enhancing communication efficiency, leveraging AI capabilities, and more. Read on to discover how to do this.

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How to Create a Call Center Disaster Recovery Plan

by Erina Suzuki | Published On July 9, 2024

A call center disaster recovery plan is crucial to protecting your organization from a range of issues. Various factors can disrupt call center operations, often without warning. Environmental crises, hardware failures, cybersecurity attacks and human errors can all lead to unexpected downtime, performance issues, and even financial losses.

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23 Best Practices for Call Center Quality Assurance

by Kent Mao | Published On July 5, 2024

Follow these QA best practices to enhance your call center and improve customer satisfaction.

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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.

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.

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...

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...

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.

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How ComputerTalk is Supporting Remote Workers in the Contact Center during COVID-19

With physical stores closing and many offices encouraging their staff to work remotely, it is crucial to guarantee your contact center stays up and running to handle your customers’ inquiries.

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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....