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

Slice of ice Recap: Navigating iceAdministrator Part 1

10 Ways to Use a Chatbot

by Shaundalee Carvalho | Jul 23, 2021, 10:59 AM

Many organizations today are realizing the value of chatbots in their contact centers. Chatbots can reduce wait times by answering questions instantly, help save agents’ time for interactions that require human assistance, and provide 24/7 support, even outside of staffed operating hours. However, many people don’t realize what chatbots are capable of, seeing them only as tools for answering frequently asked questions (FAQs). Chatbot uses extend far beyond FAQs! Read on to see 10 ways you can use a chatbot in your organization.

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ComputerTalk is a Microsoft Impact Awards Finalist!

by Shaundalee Carvalho | Jul 13, 2021, 11:21 AM

ComputerTalk is excited to announce that we have been chosen as one of the finalists for Microsoft Canada’s 2021 Community Response Impact Award!

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8 Benefits of moving your contact center to the cloud

by Nicole Robinson | Jul 9, 2021, 10:28 AM

Are you considering moving to the cloud, but hesitating because of concerns about costs, security, or reliability?

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Slice of ice Recap: Expanding your Contact Center with iceChat

by Shaundalee Carvalho | Jun 29, 2021, 10:13 AM

On Wednesday, June 16th, ComputerTalk presented our latest Slice of ice webinar, Expanding your Contact Center with iceChat. During this session, our Training Specialist, Kathika Uthayakumar, discussed challenges faced by organizations and customers, how iceChat works, how it can help with these challenges, and options for expanding iceChat even further.

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3 Tools to Add to Your Contact Center Today to Improve Efficiency and Drive Customer Engagement

by Jasmine McBride | Jun 17, 2021, 10:58 AM

If you've ever reached out to a business and experienced long wait times as a customer, you know how annoying and frustrating it can be. As a contact center manager, that is not the experience you want your customers to have. What you might not know is how to prevent it. Fortunately, there are a number of tools you can take advantage of to improve efficiency and help keep those wait times down. Read on to learn about our 3 most popular features.

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ComputerTalk is Ready to RISE for BC’s Kids!

by Shaundalee Carvalho | Jun 11, 2021, 01:44 PM

ComputerTalk is excited to announce that we will be sponsoring RISE for BC’s Kids, an annual television broadcast in support of BC Children’s Hospital Foundation (BCCHF).

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Protect your Contact Center Data with ice

by Shaundalee Carvalho | Jun 2, 2021, 12:58 PM

Slice of ice Recap: Security and Standards – Mitigating Security Risks On Wednesday, May 19th, ComputerTalk presented their latest Slice of ice webinar, Security and Standards – Mitigating Security Risks. In this session, Jason Ellis of the Sales Operations team discussed risks and challenges, security protocols, and the power of ice.

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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.