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

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
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.

Full story
Why Excellent Customer Service Is Important and How to Improve It

by Erina Suzuki | Published On July 14, 2023

Excellent customer service plays a critical role in an organization’s long-term success. It directly impacts customer loyalty, brand reputation, and revenue growth—making it more than just a support function.

Full story
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.

Full story
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.

Full story
Best Practices for Delivering First-Class Customer Service

by Nicole Robinson | Published On February 10, 2023

Creating a memorable customer service experience begins with following best practices. By consistently prioritizing empathy, responsiveness, and effective communication, businesses can leave a lasting impression on their customers.

Full story
Multi-Contact Handling: The Complete Guide

by Shaundalee Carvalho | Published On November 21, 2022

Enabling multi-contact handling in your contact center can be a great way to quickly boost your contact center’s service capacity without investing any extra funds, installing extra software, or hiring more agents.

Full story

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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.

Conversational AI for Contact Centers: The Complete Guide

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.

Multi-Contact Handling: The Complete Guide

Enabling multi-contact handling in your contact center can be a great way to quickly boost your contact center’s service capacity without investing any extra funds, installing extra software, or hiring more agents.

Best Practices for Delivering First-Class Customer Service

Creating a memorable customer service experience begins with following best practices. By consistently prioritizing empathy, responsiveness, and effective communication, businesses can leave a lasting impression on their customers.

More from our blog

ComputerTalk Achieves 100% Efficiency Rating in SoftwareReviews' Report

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.

Why Excellent Customer Service Is Important and How to Improve It

Excellent customer service plays a critical role in an organization’s long-term success. It directly impacts customer loyalty, brand reputation, and revenue growth—making it more than just a support function.

Here's How ComputerTalk Outperformed Competitors in Customer Satisfaction!

Last month, we shared on our blog that ComputerTalk’s ice Contact Center achieved the highest level of customer satisfaction in Info-Tech research Group's SoftwareReviews. We outperformed competitors, like Genesys and Five9, both in capability and feature satisfaction, as well as...