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

Slice of ice Recap: Navigating iceAdministrator Part 1

by Shaundalee Carvalho | Published On October 20, 2020

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 center, and explained the ice training configuration.

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Slice of ice recap: Troubleshooting ice (Part 1)

by Shaundalee Carvalho | Published On September 29, 2020

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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Is Your Contact Center Holiday-Ready?

by Shaundalee Carvalho | Published On June 24, 2020

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 up on sunscreen, uncovering your barbecue, and buying fireworks, you may forget one other important thing you need to prepare: your contact center.

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ComputerTalk announces general availability of ice for Microsoft Teams with Direct Routing

Published On May 28, 2020

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 Teams federation. Direct Routing enables calls to be routed to Teams-based agents using a managed SBC network. With faster call setup times than federation, ice allows agents to handle all interactions directly in the Teams client of their choice.

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How to Make the Most of Your Contact Center During the COVID-19 Pandemic

by Shaundalee Carvalho | Published On April 24, 2020

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.

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Lunch and Learn: Supporting Remote Workers with ice

by Shaundalee Carvalho | Published On April 24, 2020

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.

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Introducing ComputerTalk’s NEW mobile app!

by Nicole Robinson | Published On April 20, 2020

ComputerTalk has recently launched our iceChat mobile app. The iceChat app demonstrates ComputerTalk's iceMobile Connect capabilities by allowing you to connect to our Sales and Support teams or a self-service demo.

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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.