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

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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Slice of ice Recap: Unlock Insights with Real-Time Dashboards

by Shaundalee Carvalho | Published On September 19, 2025

On Wednesday, September 10th, ComputerTalk presented our latest Slice of ice webinar on our new real-time dashboards.

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Gobiraj Sivalingam: Leading the Evolution from Hardware to Cloud at ComputerTalk

by Gobiraj Sivalingam | Published On September 17, 2025

I’ve had the privilege of growing my career as a lead engineer while helping guide ComputerTalk through one of the most transformative eras in our history.

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10 AI Use Cases for Manufacturing and Supply Chain Contact Centers

by Gabriel De Guzman | Published On September 16, 2025

This blog explores how AI is transforming manufacturing and supply chain support, from intelligent virtual agents to predictive maintenance alerts, multilingual support, and more. Discover 10 practical AI use cases that reduce delays, improve communication, and keep operations running smoothly.

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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.

Choosing a Contact Center Vendor: What to Look for in 2025

Knowing how to choose the right contact center vendor is more important than ever in today’s world. It’s not just about staying ahead of technological changes anymore. It’s about adapting to your customer’s ever-evolving expectations and preferences.

Internal Call Centers: A Complete Guide

Think that call centers are just for managing customer-facing communications? Think again. In today’s fast-paced and ever-evolving business world, your employees need a streamlined and intuitive way to access support, share information, and submit inquiries too. That’s where an internal...

Generational Customer Service: Gen Z to Baby Boomers

Learn how customer service expectations differ for Gen Z, Millennials, Gen X, and Boomers. Discover strategies, examples, and tips to adapt your support to each generation.

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The Guide to IVR Testing: Ensuring Seamless Customer Experiences

IVR (Interactive Voice Response) systems are a common component of most contact centers. When these systems function effectively, they help to enhance customer experiences, enabling streamlined self-service, and ensuring callers reach the right agent or department.

Mastering iceSurvey: Enhancing Customer Feedback with Actionable Insights

On January 22nd, ComputerTalk hosted our latest Slice of ice webinar on iceSurvey, our built-in survey tool designed to capture valuable customer feedback. During this session, our Training & Documentation Specialist, Diane Vasquez, walked attendees through the features, setup, and...

Richard Damra: Growth and Development at ComputerTalk

ComputerTalk provides diverse growth opportunities and a supportive team makes the learning process seamless.