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 Maintain a Human Touch While Embracing Customer Service Automation

by Nicole Robinson | Published On April 6, 2023

It’s no secret that many areas of everyday life and business are becoming increasingly digitized.

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Staff Spotlight: Richard Teixeira

by Richard Teixeira | Published On March 30, 2023

It was a fast, very satisfying 11+ years leading to retirement after spending almost 30 years in a large telecom organization, with some shorter terms with hardware and software focused companies similar in size to ComputerTalk.

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With extreme weather events on the rise, here are 6 ways organizations can leverage contact centers to protect the public

by Erina Suzuki | Published On March 24, 2023

With extreme weather events on the rise, there are ways organizations can take steps to keep their customers safe. Contact centers play an important role in preparing people and ensuring their safety by maintaining timely communication.

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ComputerTalk's ice Contact Center vs. NICE

by Anastasia Micic | Published On March 24, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against NICE in the Info-Tech Research Group's SoftwareReviews. Continue reading to find out what categories we outperformed NICE in.

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7 Essential Software Integrations for Call Centers

by Erina Suzuki | Published On March 10, 2023

Call centers can improve their operations and deliver superior customer service with powerful software integrations. These tools make it easier to streamline processes so that customers get the best possible experience from your team.

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How ice Contact Center is Addressing Businesses’ Top Customer Service Challenges – Part 2

by Shaundalee Carvalho | Published On March 8, 2023

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

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Join ComputerTalk at Enterprise Connect 2023!

by Erina Suzuki | Published On February 21, 2023

We are looking forward to exhibiting at the Enterprise Connect Conference in Florida this year. Read on to learn more about Enterprise Connect and schedule a meeting with us!

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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.