Contact Center Blog for Customer Experience

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

3 Contact Center Tools to Improve Efficiency and Drive Customer Engagement

Published On June 17, 2021

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.

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Top 10 Training Methods to Increase Agent Productivity and Customer Experience

Published On May 18, 2021

Contact centers are the direct point of communication between you and your customers. They influence the perception of your organization and play a role in customer satisfaction with your product or service, directly influencing if customers are going to recommend you to others.

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8 Reasons You Should Add Webchat to Your Contact Center Today

by Shaundalee Carvalho | Published On April 28, 2021

While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to include webchat capabilities.

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The Evolution of a Contact Center’s Role in a Pandemic

by Shaundalee Carvalho | Published On March 29, 2021

The past year has been a difficult and unprecedented time for many organizations. Governments and businesses have needed to adapt to the changing needs of their citizens and their customers, from emergency benefits programs and high inquiry volumes to COVID-19 testing and vaccine roll-out plans. Through all these changes, ComputerTalk has been there for our customers every step of the way.

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What are the Differences Between a Call Center and a Contact Center?

Published On March 8, 2021

The terms call center and contact center are commonly thrown around in the industry. But what are the actual differences between the two?

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How to Overcome the Top 6 Customer Frustrations When Contacting an Organization

Published On September 13, 2019

At ComputerTalk, we’re not just contact center providers; we’re customers too. We know firsthand the frustrations that come with reaching out to a business’ customer service team.

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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.