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

Slice of ice Recap: icePhone

by Shaundalee Carvalho | Published On August 10, 2023

On Wednesday, August 2nd, 2023, ComputerTalk presented our latest Slice of ice session. During this session, our Product Trainer, Christina Liu, introduced our new softphone, icePhone.

Full story
ComputerTalk and VNEXT: Partners in Providing Full-Service Telephony Migration to Microsoft Teams

by Shaundalee Carvalho | Published On May 30, 2023

We are pleased to announce that we have partnered with VNEXT Group to provide customers with full telephony and unified communications (UC) migration to Microsoft Teams, including the contact center.

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7 Essential Software Integrations for Call Centers

by Erina Suzuki | Published On March 10, 2023

Call centers can improve their operations and deliver superior customer service with powerful software integrations. These tools make it easier to streamline processes so that customers get the best possible experience from your team.

Full story
ComputerTalk's #bigUCupdate: 6 Recent Contact Center Trends That Are Here to Stay

by Shaundalee Carvalho | Published On January 28, 2022

This week, ComputerTalk was excited to participate virtually in UC Summit 2022, an event that brought together industry experts to discuss a range of topics related to Unified Communications (UC).

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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.

Slice of ice Recap: icePhone

On Wednesday, August 2nd, 2023, ComputerTalk presented our latest Slice of ice session. During this session, our Product Trainer, Christina Liu, introduced our new softphone, icePhone.

7 Essential Software Integrations for Call Centers

Call centers can improve their operations and deliver superior customer service with powerful software integrations. These tools make it easier to streamline processes so that customers get the best possible experience from your team.

ComputerTalk and VNEXT: Partners in Providing Full-Service Telephony Migration to Microsoft Teams