ComputerTalk’s Year in Review: Celebrating Fiscal 2024

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

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.

More from our blog

ComputerTalk’s Year in Review: Celebrating Fiscal 2024

May 31, 2024, 16:47 PM by Shaundalee Carvalho

Here at ComputerTalk, we are wrapping up our fiscal year and getting ready to start fiscal 2025 at the beginning of June. During this time, we are reflecting on all the exciting things we’ve achieved throughout the last year and looking forward to the future.

In case you missed it, here is what we’ve been up to throughout our last fiscal year (June 2023-May 2024):

New Releases

We introduced two new ice releases in fiscal 2024.

ice 12

We released ice 12 at the end of 2023. ice 12 included many exciting new features and product enhancements, such as:

icePhone – With ice 12, we released our first-ever softphone. This means that customers can elect to handle calls and chats natively within the iceBar interface rather than using Microsoft Teams or PSTN.
Tethr Integration – ice 12 included the ability to integrate with Tethr, a speech analytics platform that uses artificial intelligence (AI) to provide useful insights based on customer interactions. These insights can guide decisions that help improve customer experiences and profitability.
CommunityWFM Integration – ice 12 also included the option to integrate with CommunityWFM, an industry-leading workforce management solution. This integration provides tools that save time and improve efficiency in the contact center.
Other enhancements – ice 12 included updates and enhancements to reports, evaluations, iceCampaign, iceSurvey, and more.

To learn more about the changes in ice 12, read our blog here.

ice 13

We released ice 13 in the spring of 2024. ice 13 includes more new features and enhancements to better serve our customers, including:

Extended Screen Recording – In ice 13, screen recording may now be extended into agents’ wrap-up time. This helps improve quality assurance efforts in the contact center by helping to ensure that agents are complying with standard practices.
iceJournal Exports – ice 13 allows users to export iceJournal results to a CSV file, enabling them to be imported into Power BI or other reporting systems for manipulation and improved data analysis.
Chat Interface Improvements – In ice 13, users can send attachments via iceChat, meaning that, for example, someone could send a picture or screenshot of a problem they’re having rather than having to explain it in detail. This enables more convenient problem resolution for both agents and the people chatting with them.
Other enhancements – ice 13 includes a number of other updates as well, including improvements to search functionality in iceJournal, email functionality, and more.

To learn more about the changes in ice 13, read our blog here.

ComputerTalk Rebrand

In January 2024, we announced our rebrand. This rebrand involved updating our ComputerTalk logo to better align with our ice Contact Center product logo and support a cohesive brand identity.

As part of our rebrand, we also formalized our four core values. We are dedicated to our customers and value their input, which is why we surveyed them, along with our staff, to find out what values they most strongly associate with ComputerTalk. The top four results, which we formally announced as ComputerTalk’s core values are:

Trustworthiness
Innovation
Friendliness
Collaboration

We demonstrate these four values in all that we do at ComputerTalk. We also chose each of our new logo colors to represent one of these four values.

To learn more about our rebrand, check out our blog here.

Customer Events

Over the last year, we’ve hosted a number of events for our customers, such as Slice of ice webinars and in-person supervisor training sessions.

Slice of ice

In spring 2023, we restarted our Slice of ice webinar series. These Slice of ice webinars teach our customers how to make the most of their ice Contact Centers. Throughout the year, we covered the following topics:

Click here to view a complete library of past Slice of ice recordings.

In-Person Supervisor Training

In February 2024, we hosted an open in-person supervisor training session in Ottawa, Ontario, for our customers based in the area. The session was a great opportunity for Ottawa-based ComputerTalk customers to learn how to make the best use of their ice Contact Center, ask questions face-to-face, and network with other ice users.

The event was a great success, and we look forward to hosting more in-person events in fiscal 2025!

Conclusion

All of these exciting releases, initiatives, and events are just some of the big highlights of ComputerTalk’s fiscal 2024. We’ve also onboarded fantastic new clients, hired amazing new staff, attended insightful conferences, gathered for fun company socials, and so much more. It’s been a great year at ComputerTalk and we’re so excited for all that’s to come in the next year! To stay informed on new product releases, upcoming Slice of ice sessions, helpful customer service tips and more, sign up for our newsletter here!