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

Victor Pawa: How mentorship and teamwork shaped my career at ComputerTalk

by Victor Pawa | Published On September 25, 2024

Ever since I started at ComputerTalk, my time here has been both rewarding and transformative. I've had the opportunity to grow professionally, collaborate with talented individuals, and contribute to meaningful projects that make a real impact.

Full story
The Top Trends in Healthcare Contact Centers to Watch in 2025

by Erina Suzuki | Published On September 24, 2024

Trends in healthcare contact centers are shifting. In the past, budget and resource restrictions left many companies struggling to deliver consistent, intuitive, and memorable experiences to patients. Now, evolving technology, compliance standards, and consumer expectations mean healthcare companies can no longer afford to overlook the importance of a well-designed contact center.

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Slice of ice Recap – Introducing ice Contact Center 14

by Shaundalee Carvalho | Published On September 20, 2024

On Wednesday, September 11th, ComputerTalk hosted our latest Slice of ice webinar. In this webinar, our Training and Documentation Specialist, Christina Liu, covered the benefits and features in our latest release, ice 14.

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Healthcare Contact Center Best Practices for Improved Patient Experience in 2025

by Anastasia Micic | Published On September 18, 2024

In the healthcare space, contact centers are crucial to bridging the gap between service providers and patients seeking support, information, or guidance.

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What is a Microsoft Teams Call Center Partner? Everything You Need to Know

by Erina Suzuki | Published On September 11, 2024

Microsoft Teams call center partners are helping businesses of all sizes increase the value of their technology investments. Today, Microsoft (MS) Teams is one of the most popular communication and collaboration platforms worldwide, empowering more than 320 million monthly active users.

Full story
The Complete Guide to Call Center Optimization for Business Leaders

by Nicole Robinson | Published On September 5, 2024

Call center optimization is a crucial process of leveraging cutting-edge technologies and processes to enhance the customer experience and improve the efficiency of your contact center.

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Conversational AI for Contact Centers: The Complete Guide

by Nicole Robinson | Published On August 29, 2024

Evolving customer expectations, combined with rising talent shortages in the contact center has led to a massive increase in the number of companies adopting AI-powered tools.

Full story

TOPICS

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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.

Staff Spotlight: Laura Simmonds

My journey to ComputerTalk started at Wilfrid Laurier University; I was in my 4th year of a Communications Studies degree and was still figuring out what I wanted to do after graduating. I decided to go to the Waterloo Career...

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...

Slice of ice Recap: icePhone

On Wednesday, August 2nd, 2023, ComputerTalk presented our latest Slice of ice session. During this session, our Product Trainer, Christina Liu, introduced our new softphone, icePhone.

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Staff Spotlight: Vincent Yong

My journey with ComputerTalk started in summer of 2017. I finished my last year of my Software Engineering degree from the University of Guelph in April and decided to take a well-deserved break after completing my degree.

Can Conversational AI Redefine the Future of Contact Centers?

In an era where customer experience is of paramount importance, contact centers face immense pressure to deliver exceptional service while simultaneously balancing operational efficiency and cost. Modern customers exhibit higher expectations and are less patient than their predecessors, causing traditional...

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...