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

How to Enhance Every Touchpoint in a Customer’s Journey

by Nicole Robinson | Published On December 23, 2023

Discover key strategies to enhance customer journeys with effective touchpoint analysis and customer experience enhancement.

Full story
The Benefits of Merging Traditional and Digital Communications in Contact Centers

by Erina Suzuki | Published On December 18, 2023

Isolated contact center solutions are expensive for businesses and make it harder to meet changing customer needs.

Full story
The 3 Best Gifts to Give Your Customers This Holiday Season

by Shaundalee Carvalho | Published On December 11, 2023

With the holidays upon us, it’s officially the season for giving! As you think about the different ways you plan on giving this year – to friends, family, or those in need – be sure to consider how you can give to your customers as well.

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Security and Compliance: Non-Teams VS Microsoft Teams Call Centers

by Erina Suzuki | Published On December 8, 2023

Protecting data is a top priority for call centers, where every interaction contains valuable information.

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Why Cloud-Based Call Center Solutions Are the Future of Customer Support

by Erina Suzuki | Published On November 27, 2023

Explore the benefits of cloud-based call center solutions, from cost savings to AI-driven automation. Learn how scalable, secure, and flexible cloud platforms enhance customer service and streamline operations.

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How to Make the Most of Customer Service Analytics in Call Centers

by Erina Suzuki | Published On November 6, 2023

In a customer-centric world, relying on intuition alone no longer cuts it; data-driven strategies have become the lifeblood of effective business decisions. Contact centers, which were once dismissed merely as overhead costs, have undergone a transformation. Today, they stand as rich reservoirs of invaluable customer data, capturing every nuance of client interactions.

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Key Ways to Improve Customer Support Services

by Nicole Robinson | Published On October 11, 2023

Elevate your business with effective customer support strategies. Discover key approaches to optimize service quality, enhance customer satisfaction, and achieve long-term success.

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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.