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

“I Wanted a New Challenge” - How I Grew My Career at ComputerTalk

by Raymond Caille | Published On October 24, 2025

Over the years, I've build a rewarding career at ComputerTalk by embracing new challenges and evolving from technical roles to client-focused ones that push me to grow everyday.

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Return to Office: What It Means for Your Contact Center

by Nicole Robinson | Published On October 22, 2025

Across industries, organizations are pushing employees back to the office. Leaders cite collaboration, productivity, and company culture as key reasons for the shift.

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Rethinking the Banking Contact Center with AI in Financial Services

by Nicole Robinson | Published On October 15, 2025

Banks, credit unions, and insurers have the same goal: deliver fast help that customers can trust.

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What is AI Governance? Building Guardrails for Responsible AI

by Gabriel De Guzman | Published On October 9, 2025

This guide explores why AI governance matters, how it protects trust and compliance, and the steps organizations can take to build responsible AI programs that balance innovation with safety.

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How AI and Real-Time Data Are Powering Hyper-Personalized Customer Experiences

by Nicole Robinson | Published On October 3, 2025

Customer patience is limited. A single bad experience can end a relationship.

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Igniting the Future of AI: Our Journey to Microsoft Ignite 2025

by Anastasia Micic | Published On September 26, 2025

We’re heading to Microsoft Ignite in San Francisco! Stop by booth #1728 for live demos, connect with our experts, and discover how ComputerTalk is helping organizations embrace the future of AI.

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What it really takes to build a chatbot

by Gabriel De Guzman | Published On September 24, 2025

Building a chatbot takes more than plugging in a tool. From clean data and structured knowledge bases to backend integrations and solid architecture, learn what it really takes to design a chatbot that delivers accurate, helpful results — and avoids frustrating your customers.

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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.

Reflections from Enterprise Connect 2025: Elevating Customer Experience with AI

At Enterprise Connect 2025, the evolving role of AI in customer experience (CX) took center stage. The event highlighted the importance of a holistic CX approach, where AI plays a key role in enhancing customer journeys.

Introducing ice Contact Center 15: Why This Release Sets Us Apart!

At ComputerTalk, innovation never stops — and we’re excited to announce that our newest version, ice 15, is now generally available as of May 5th, 2025!

Microsoft Copilot vs Agent Assist: Which is Best for Contact Centers?

It’s safe to say that the contact center has entered its intelligent era. Artificial Intelligence has transformed from a novel concept into something that influences every customer-focused workflow and contact center application. AI isn’t just revolutionizing customer self-service either –...

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