Contact Center Blog for Customer Experience

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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

ComputerTalk Wins UC Award for Best Microsoft Teams Contact Center Solution

by Erina Suzuki | Published On August 8, 2024

Markham, ON — We did it! ComputerTalk scoops top honors in the 2024 UC Awards celebration, winning Best Microsoft Contact Center Solution!

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Top 5 Advanced Capabilities of Microsoft Teams Integrated Contact Centers

by Nicole Robinson | Published On February 22, 2024

The integration of Microsoft Teams into contact centers marks a significant impact in business communication today.

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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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ComputerTalk Achieves 100% Efficiency Rating in SoftwareReviews' Report

by Erina Suzuki | Published On October 20, 2023

InfoTech Research Group's SoftwareReviews’ report revealed that ComputerTalk achieved a remarkable 100% efficiency score. This outstanding recognition is a testament to ComputerTalk's commitment to providing top tier contact center solutions for its users.

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ComputerTalk Client Reviews Featured in InfoTech Research Group's Report

by Erina Suzuki | Published On August 18, 2023

We are excited to share that ComputerTalk has once again demonstrated its devotion to client satisfaction and received exceptional feedback from our customers in InfoTech Research Group’s SoftwareReviews report. This accomplishment showcases our technical skills and commitment to being transparent, trustworthy, and focused on our clients.

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What is a Contact Center?

by Erina Suzuki | Published On June 2, 2023

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.

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ComputerTalk stands out from its competitors by exceeding client expectations

by Erina Suzuki | Published On May 5, 2023

ComputerTalk is excited to announce that we’re scored a leader in exceeding client expectations in InfoTech Research Group’s SoftwareReviews.

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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.

ComputerTalk releases ice 12.1

Cloud Contact Center Solution with Tethr and Community WFM Integration

Check out these 6 Cool Features to Enhance Your Microsoft Teams Experience (Part 2)

Microsoft Teams offers a variety of intuitive features to enhance collaboration and communication. Yet there are various features many Teams users are not aware of. Check out these 6 helpful features so you can further enhance your Teams experience!

Emergency Contact Center: A Lifeline in Crisis Management

With extreme weather events on the rise, there are ways organizations can take steps to keep their customers safe. Contact centers play an important role in preparing people and ensuring their safety by maintaining timely communication.

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ComputerTalk releases ice 12.1

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