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

Speech Analytics Tools for Call Centers: A Guide

by Kent Mao | Published On May 10, 2024

The right data is essential for improving your call center operations. Speech analytics tools can help unlock the hidden data in every call.

Full story
Contact Center Dashboards: The Ultimate Guide

by Anastasia Micic | Published On May 7, 2024

Here is your ultimate guide to the different types of dashboards available and how they fit with your contact center.

Full story
Srijit Dutta – Navigating my career at ComputerTalk

by Srijit Dutta | Published On May 3, 2024

Like many non-tech-oriented grads before me, my path to Tech was atypical. It was riddled with professional experiences from diverse industries such as Finance, Compliance, Education, and Consulting.

Full story
Call Center Automation Software: Best Tools for 2024

by Kent Mao | Published On May 2, 2024

It seems like call center automation is everywhere these days, from chatbots and virtual agents to quality assurance and workforce management software.

Full story
How To Evaluate a Call Center Agent’s Performance

by Anastasia Micic | Published On April 29, 2024

From first contact resolution to net promoter score, there are a variety of ways to measure your agents' performance.

Full story
Slice of ice Recap: Introducing ice Contact Center 13

by Nicole Robinson | Published On April 25, 2024

On Wednesday, April 17, 2024, ComputerTalk presented our latest version of ice Contact Center, ice 13, in our Slice of ice session.

Full story
21 Best Practices for Designing a Great IVR System

by Kent Mao | Published On April 24, 2024

Interactive voice response (IVR) systems can help automate your call center and provide customers with self-service options.

Full story

TOPICS

ASK US A QUESTION

Q&A Form Loading...

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.

ComputerTalk's ice Contact Center vs. NICE

ComputerTalk is pleased to announce that we have been scored as a leader against NICE in the Info-Tech Research Group's SoftwareReviews. Continue reading to find out what categories we outperformed NICE in.

ComputerTalk’s ice Contact Center Leads in Vendor Capability Satisfaction!

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in vendor capability satisfaction in the InfoTech Research Group’s SoftwareReviews.

Staff Spotlight: Ashton Nicholas

Like many university students, I am not 100% sure on the career path I want to take, but doing People Function Co-op at ComputerTalk has opened the door to a vast variety of possibilities that I did not even know...

More from our blog

Staff Spotlight: Richard Teixeira

It was a fast, very satisfying 11+ years leading to retirement after spending almost 30 years in a large telecom organization, with some shorter terms with hardware and software focused companies similar in size to ComputerTalk.

What is a Contact Center?

A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.

7 Essential Software Integrations for Call Centers

Call centers can improve their operations and deliver superior customer service with powerful software integrations. These tools make it easier to streamline processes so that customers get the best possible experience from your team.