Contact Center Blog

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.

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Staff Spotlight: Vincent Yong

by Vincent Yong | Published On July 28, 2023

My journey with ComputerTalk started in summer of 2017. I finished my last year of my Software Engineering degree from the University of Guelph in April and decided to take a well-deserved break after completing my degree.

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ComputerTalk’s ice Contact Center Leads in Ease of Customization Category

by Anastasia Micic | Published On July 7, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in the Ease of Customization category in InfoTech Research Group’s Software Reviews.

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ComputerTalk’s ice Contact Center Leads in Vendor Capability Satisfaction!

by Shaundalee Carvalho | Published On June 26, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in vendor capability satisfaction in the InfoTech Research Group’s SoftwareReviews.

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Staff Spotlight: Bernie Lee

by Bernie Lee | Published On June 16, 2023

It was that one Spring morning a number of years ago that I made the call (a cold call, in fact). The snow had melted, the ground was just thawing, and trees were starting to bud once again. It was a call to a young company, merely six years in existence, that had specialized in voice IVR systems with a platform called Glacier. It was advanced self-serve technology running on high-density telephony boards with analog lines and ISDN PRI trunks. (It has since morphed into a feature-rich omnichannel contact center product.)

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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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Staff Spotlight: Laura Simmonds

by Laura Simmonds | Published On May 19, 2023

My journey to ComputerTalk started at Wilfrid Laurier University; I was in my 4th year of a Communications Studies degree and was still figuring out what I wanted to do after graduating. I decided to go to the Waterloo Career Fair to see what employers were there and what piqued my interest.

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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.