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

Embracing Cloud-Based Solutions for Modern Call Center Management

by Erina Suzuki | Published On November 27, 2023

The contact center industry is experiencing a transformation driven largely by the adoption of cloud-based call center solutions. Digging into the numbers, we see a clear trajectory.

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Contact Center Data Silos: A Quick Guide

by Kent Mao | Published On December 4, 2023

Data silos are a well known issue in the contact center world, but new software solutions can help.

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Copilots for Customer Service and New Developer Tools - Microsoft Ignite 2023

by Chris Bardon | Published On November 24, 2023

Microsoft Ignite 2023 just wrapped up, and the first thing I'll say is that the organizing team clearly listened to the feedback from last year, because the event as a whole was significantly improved over 2022.

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Staff Spotlight: Robert Fernandes

by Robert Fernandes | Published On November 24, 2023

My journey with ComputerTalk began in September 2021. I worked with a recruiting agency and interviewed with ComputerTalk for an open position on their help desk. I heard back almost immediately and started shortly after.

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ComputerTalk releases ice 12.1

by Erina Suzuki | Published On November 22, 2023

Cloud Contact Center Solution with Tethr and Community WFM Integration

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Safeguarding Call Center Customer Data in the Digital Age

by Nicole Robinson | Published On November 17, 2023

Ensuring that sensitive customer data remains inviolate is not just a matter of compliance; it's vital for maintaining trust and credibility in the industry.

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What to Expect at Microsoft Ignite 2023

by Shaundalee Carvalho | Published On November 6, 2023

We’re less than 2 weeks away from Microsoft Ignite! If you’ve never attended the conference, read on to learn more about what it is and what we’re expecting this year.

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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.

Contact Centers in Banks and Financial Institutions: A Valuable Role

Financial institutions have been pioneers in the adoption of contact centers to service their clients and provide personalized experiences.

The Four Pillars of Customer Service: Process Orchestration

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise. Thankfully, there are multiple ways to enhance customer service at your organization.

Find out 6 ways you can reduce customer churn

Businesses invest significant resources to generate new leads and convert them into customers. While generating new leads is important for organizations, reducing customer churn for existing customers is just as crucial to any organization’s success.

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