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

With extreme weather events on the rise, here are 6 ways organizations can leverage contact centers to protect the public

by Erina Suzuki | Mar 24, 2023, 02:06 PM

With extreme weather events on the rise, there are ways organizations can take steps to keep their customers safe. Contact centers play an important role in preparing people and ensuring their safety by maintaining timely communication.

Full story
ComputerTalk's ice Contact Center vs. NICE

by Anastasia Micic | Mar 24, 2023, 01:55 PM

ComputerTalk is pleased to announce that we have been scored as a leader against NICE in the Info-Tech Research Group's SoftwareReviews. Continue reading to find out what categories we outperformed NICE in.

Full story
6 Software Integrations for Call Centers

by Erina Suzuki | Mar 10, 2023, 11:40 AM

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.

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How ice Contact Center is Addressing Businesses’ Top Customer Service Challenges – Part 2

by Shaundalee Carvalho | Mar 8, 2023, 11:11 AM

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

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Join ComputerTalk at Enterprise Connect 2023!

by Erina Suzuki | Feb 21, 2023, 03:11 PM

We are looking forward to exhibiting at the Enterprise Connect Conference in Florida this year. Read on to learn more about Enterprise Connect and schedule a meeting with us!

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ComputerTalk’s ice Contact Center vs. Five9

by Shaundalee Carvalho | Feb 17, 2023, 02:40 PM

ComputerTalk is pleased to announce that we have been scored as a leader against Five9 in the InfoTech Research Group’s SoftwareReviews.

Full story
The Best Customer Service Practices

by Nicole Robinson | Feb 10, 2023, 10:47 AM

Creating a memorable customer service experience begins with following the best practices. Find out if you are by reading this blog.

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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.

What Are the Differences Between Multichannel and Omnichannel Call Centers?

Multichannel and omnichannel call centers offer varying customer service experiences. Learn how to provide a seamless customer journey with the right business model.

ComputerTalk's ice Contact Center vs. NICE

ComputerTalk is pleased to announce that we have been scored as a leader against NICE in the Info-Tech Research Group's SoftwareReviews. Continue reading to find out what categories we outperformed NICE in.

Discover 8 ways manufacturers can leverage contact center technologies to enhance their client experience

Traditionally, manufacturers mainly focused on cost-effective production. However, in an era of rising global competition, manufacturers struggle to compete on price alone. Thankfully, they can differentiate themselves from competitors through excellent communication and contact center technologies.

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ComputerTalk’s ice Contact Center vs. Genesys

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

With extreme weather events on the rise, here are 6 ways organizations can leverage contact centers to protect the public

With extreme weather events on the rise, there are ways organizations can take steps to keep their customers safe. Contact centers play an important role in preparing people and ensuring their safety by maintaining timely communication.

Staff Spotlight: Lois Graham

In this Staff Spotlight, Lois talks about what she does as an Implementation Specialist, how she got to where she is today, and what she loves about working at ComputerTalk.