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

5 Ways to Learn More About ice Contact Center

by Shaundalee Carvalho | Aug 27, 2021, 03:00 PM

During our last Slice of ice webinar, we announced that we would be taking a break from the monthly format for our Slice of ice series. While we won’t be hosting a new webinar for the next few months, we still have plenty of resources available on ice and all things contact center! Check them out:

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Find Out How to Reduce Appointment No-Shows by 85%

by Shaundalee Carvalho | Aug 19, 2021, 06:07 PM

We all forget things every now and then. Sometimes, the consequences are as minor as leaving your house a couple minutes later than planned because you couldn’t remember where you left your keys. But when people forget about appointments, it can result in major inefficiencies for industries such as healthcare.

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4 Ways ice Contact Center Helped a Retailer Save Time and Money

by Shaundalee Carvalho | Aug 6, 2021, 10:57 AM

For over 30 years, ComputerTalk has been helping organizations to provide outstanding customer experiences. ice Contact Center has delivered cost savings and productivity enhancements to organizations across the globe. One such organization is Bob Barker Company, America’s largest detention supplier. When they transitioned their contact center to ice, the move simplified contact center processes, improved call quality, and saved the company hundreds of thousands of dollars over the course of a year. Read on to learn some of the ways Bob Barker was able to save time and money by transitioning to ice:

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Slice of ice Recap: iceSurvey for ice 11

by Shaundalee Carvalho | Jul 30, 2021, 05:11 PM

On Wednesday, July 21st, ComputerTalk presented our latest Slice of ice webinar, iceSurvey. During this session, our Training Specialist, Kathika Uthayakumar, provided an overview of iceSurvey (version 11), explained how to create survey questions and survey runs, showed examples of each modality, and explained how to review survey responses.

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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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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.