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

Multi-factor Authentication (MFA) in Call Centers: A Complete Guide

by Erina Suzuki | Published On October 22, 2024

Multi-factor authentication (MFA) might not be an entirely new concept for call center leaders, but the value of this technology has grown drastically in recent years. The call center is home to huge volumes of sensitive data, from credit card details to customer names.

Full story
Voice of the Customer (VOC): Benefits and Best Practices for Contact Centers

by Erina Suzuki | Published On October 3, 2024

You already know that delivering consistently great experience to your customers is crucial to success in any industry. But, as customer expectations continue to evolve, understanding what customers want and need from your contact center can be complex.

Full story
Healthcare Contact Center Best Practices for Improved Patient Experience in 2025

by Anastasia Micic | Published On September 18, 2024

In the healthcare space, contact centers are crucial to bridging the gap between service providers and patients seeking support, information, or guidance.

Full story
The Complete Guide to Call Center Optimization for Business Leaders

by Nicole Robinson | Published On September 5, 2024

Call center optimization is a crucial process of leveraging cutting-edge technologies and processes to enhance the customer experience and improve the efficiency of your contact center.

Full story
Meeting Gen Z's Customer Service Expectations: What Businesses Need to Know

by Nicole Robinson | Published On July 18, 2024

Each new generation of consumers introduces new challenges for every business team.

Full story
7 Ways Credit Unions Can Revolutionize Member Experience

by Anastasia Micic | Published On July 16, 2024

Creating the best member experience means enhancing communication efficiency, leveraging AI capabilities, and more. Read on to discover how to do this.

Full story
How to Implement an Effective Customer Feedback Loop

by Anastasia Micic | Published On July 3, 2024

Uncover the secrets to improving your services with customer feedback. Learn strategies for effective feedback analysis and implementation to enhance customer experience.

Full story

TOPICS

ASK US A QUESTION

Q&A Form Loading...

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 a Call Center and a Contact Center?

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

8 Reasons You Should Add Webchat to Your Contact Center Today

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

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

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...

More from our blog

6 Ways to Spread Love to Your Customers

It’s Valentine’s Day, and love is in the air! While you’re thinking about ways to make your loved ones feel special, don’t forget the importance of making your customers feel special too. Businesses can’t exist without customers to support them,...

Discover 6 ways a modern contact center solution can reduce operating costs

Whether your business handles 100 or 10,000 inquiries a day, a modern contact center is essential for streamlining communication effectively. By leveraging advanced tools like artificial intelligence (AI), workforce management (WFM), and more, you can optimize your contact center and...

Top 10 Training Methods to Increase Agent Productivity and Customer Experience

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...