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

How ice Contact Center is Addressing Businesses’ Top Customer Service Challenges – Part 2

by Shaundalee Carvalho | Published On March 8, 2023

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

Full story
The Four Pillars of Customer Service: Resource Management

by Erina Suzuki | Published On January 6, 2022

Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.

Full story
The Four Pillars of Customer Service: Knowledge and Insights

by Shaundalee Carvalho | Published On December 23, 2021

Excellent customer service is more than just providing quick, accurate responses to customer inquiries. From chatbots to personalized experiences using CRM integrations, there are plenty of ways to take your customer service to the next level.

Full story
The Four Pillars of Customer Service: Process Orchestration

by Erina Suzuki | Published On December 17, 2021

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise.

Full story
The Four Pillars of Customer Service: Getting Connected

by Shaundalee Carvalho | Published On December 10, 2021

Good customer service is often thought of as simply responding to questions promptly and accurately, which is a good place to start. But when it comes to providing excellent customer service, there’s more to it than that.

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.

How ice Contact Center is Addressing Businesses’ Top Customer Service Challenges – Part 2

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

The Four Pillars of Customer Service: Resource Management

Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.

The Four Pillars of Customer Service: Process Orchestration

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise.

More from our blog

How ice Contact Center is Addressing Businesses’ Top Customer Service Challenges – Part 2

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

The Four Pillars of Customer Service: Process Orchestration

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise.

The Four Pillars of Customer Service: Knowledge and Insights

Excellent customer service is more than just providing quick, accurate responses to customer inquiries. From chatbots to personalized experiences using CRM integrations, there are plenty of ways to take your customer service to the next level.