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

Staff Spotlight: Dave Komaromi

by Dave Komaromi | Published On July 8, 2022

It is hard to believe 5 years have flown by and I am deeply rooted in the world of Major Incident Management and Business Continuity Planning at ComputerTalk. After spending 20+ years within the large corporate law firm environment, the shift remains refreshing and challenging.

Full story
The Ultimate Duo: Everything You Need to Know About Enhancing Your Customer Service with a Chatbot or Live Chat

by Erina Suzuki | Published On June 30, 2022

To maximize the benefits of Chatbot and Live Chats to achieve your overall customer service goals, you need to understand what they are and each of their benefits.

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What are the Differences Between the 3 Models of Microsoft Teams Contact Center Certification?

by Shaundalee Carvalho | Published On June 27, 2022

Everyone knows that Microsoft Teams is a popular tool for organizational communications.

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Here Are 5 Ways a Microsoft Teams Certified Contact Center Can Help Your Organization

by Erina Suzuki | Published On June 17, 2022

By choosing a Microsoft Teams Certified Contact Center, your organization can expect valuable features and capabilities for better performance and customer experiences.

Full story
How to Avoid Hidden Fees: 9 Questions to Ask When Evaluating Contact Center Vendors

by Shaundalee Carvalho | Published On June 13, 2022

Great customer service is important to any business. Naturally, that means that the contact center you use for customer service is an important decision to make.

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The Complete Guide to Handling Challenging Customers

by Erina Suzuki | Published On May 31, 2022

If you work at a contact center, you’ve probably encountered angry and frustrated customers from time to time.

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Call Center Burnout: A Complete Guide

by Shaundalee Carvalho | Published On May 20, 2022

Employee burnout is a major problem in call centers. Learn about the signs and best practices to prevent call center burnout.

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.