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 Handle Call Spikes in Customer Service Without Sacrificing CX

by Nicole Robinson | Published On August 13, 2025

Learn how to handle call spikes without sacrificing customer experience. This guide shares 10 proven strategies to manage high call volume, improve forecasting, and keep your team ready for potential surges.

Full story
10 Ways to Improve First Call Resolution

by Nicole Robinson | Published On August 6, 2025

Discover 10 clear ways to solve customer issues on the first call. Cut costs, save time, and keep people coming back to your business.

Full story
The Step-by-Step Guide to Agent Scorecards

by Gabriel De Guzman | Published On July 23, 2025

For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.

Full story
Jessica Hong: Finding Balance and Growth at ComputerTalk

by Jessica Hong | Published On July 22, 2025

Before joining ComputerTalk, I worked at big tech companies — a great experience that taught me a lot and connected me with amazing people I still keep in touch with.

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10 Easy Ways to Reduce Call Center Costs

by Anastasia Micic | Published On July 17, 2025

Struggling with high call center costs? Discover 10 proven strategies to reduce expenses without sacrificing customer service.

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Intelligent Virtual Agents (IVAs): Everything You Need to Know

by Nicole Robinson | Published On July 9, 2025

Ready to upgrade customer service? This guide breaks down intelligent virtual agents in plain language, what they are, how they work, where they fit, and how to roll one out without overcomplicating things.

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Agentic AI for Contact Centers: A Complete Guide

by Gabriel De Guzman | Published On July 3, 2025

Agentic AI is transforming contact centers by boosting agent performance, slashing costs, and delivering stellar CX.

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.

Outbound Call Center Metrics: The Metrics You Should be Measuring, and How to Improve Them

Want to know if your outbound call center is achieving the right results – increasing sales, generating leads, and improving customer satisfaction through proactive service? There’s only one way to find out – you need to track the right outbound...

5 IVR Script Examples for Healthcare

The IVR (Interactive Voice Response) system is a crucial resource for healthcare contact centers. Not only does it help you enable rapid, convenient self-service experiences for patients, but it can establish the foundation for a positive relationship with your target...

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.

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5 IVR Script Examples for Healthcare

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Utility companies make the world go around. They’re the organizations responsible for ensuring we all have access to energy, heat, water – everything we need to thrive. The utility contact center acts as the main bridge between these essential businesses...

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.