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

The Ultimate Guide to Call Center Queue Management: Strategies, Tools, and Best Practices

by Nicole Robinson | Published On November 27, 2024

Nobody likes waiting in a queue. Waiting in a call center queue can be just as frustrating as waiting in line at a store.

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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.

Full story
How to Integrate Your Call Center with Salesforce

by Kent Mao | Published On May 16, 2024

You may be familiar with Salesforce as a CRM platform, but did you know that it can enhance your call center too?

Full story
Don’t make your agents hunt for information

by Anastasia Micic | Published On March 28, 2024

Happy Easter! Today we often think about spring being upon us and the chance to get chocolate eggs from the Easter bunny. While you may enjoy hunting for chocolate eggs, agents don’t love hunting for information. That’s why it’s important to enhance your agents’ productivity by providing them with the information they need.

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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.

How to Integrate Your Call Center with Salesforce

You may be familiar with Salesforce as a CRM platform, but did you know that it can enhance your call center too?

The Complete Guide to Call Center Optimization for Business Leaders

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.

The Ultimate Guide to Call Center Queue Management: Strategies, Tools, and Best Practices