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

Featured

How to Make the Most of Your Contact Center During the COVID-19 Pandemic

Slice of ice recap: Troubleshooting ice (Part 1)

Slice of ice Recap: Navigating iceAdministrator Part 1

Mastering iceSurvey: Enhancing Customer Feedback with Actionable Insights

by Erina Suzuki | Published On January 31, 2025

On January 22nd, ComputerTalk hosted our latest Slice of ice webinar on iceSurvey, our built-in survey tool designed to capture valuable customer feedback. During this session, our Training & Documentation Specialist, Diane Vasquez, walked attendees through the features, setup, and best practices for using iceSurvey effectively.

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Meet ComputerTalk at Enterprise Connect 2025

by Erina Suzuki | Published On January 27, 2025

We’re super excited to share that we’ll be attending Enterprise Connect 2025 this March! As a leading contact center provider, we’re thrilled to join the ultimate event for communication and collaboration technology. Stop by our booth #1727 to discover how we can help transform your contact center operations and take your customer experience to the next level.

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The Guide to IVR Testing: Ensuring Seamless Customer Experiences

by Nicole Robinson | Published On January 22, 2025

IVR (Interactive Voice Response) systems are a common component of most contact centers. When these systems function effectively, they help to enhance customer experiences, enabling streamlined self-service, and ensuring callers reach the right agent or department.

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Christopher Rodgers: From Learning to Leading

by Christopher Rodgers | Published On January 16, 2025

When I first discovered ComputerTalk, I took my time exploring their corporate LinkedIn account and website to get a better sense of not just what the company does, but also how employees felt about working there.

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Choosing a Contact Center Vendor: What to Look for in 2025

by Erina Suzuki | Published On January 14, 2025

Knowing how to choose the right contact center vendor is more important than ever in today’s world. It’s not just about staying ahead of technological changes anymore. It’s about adapting to your customer’s ever-evolving expectations and preferences.

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Microsoft Teams Certified Contact Center vs. Microsoft Dynamics 365 Contact Center

by Anastasia Micic | Published On January 8, 2025

Delivering exceptional experiences to customers is non-negotiable for all businesses today. After all, great customer service doesn’t just improve employee retention; it enhances your profits.

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The Ultimate Guide to Utility Contact Centers: Best Practices, Tools, and Trends

by Nicole Robinson | Published On December 30, 2024

Utility companies make the world go around. They’re the organizations responsible for ensuring we all have access to energy, heat, water – everything we need to thrive. The utility contact center acts as the main bridge between these essential businesses and their customers.

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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.