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

Microsoft Ignite 2022 Review: Changes, Insights, and Looking Towards the Future

by Chris Bardon | Published On October 28, 2022

As someone who has been going to in-person Microsoft conferences for 15 years, the last couple of years have been a real change in routine. There was always a regular cadence of two or three events a year, typically Build in the spring and Ignite in the fall.

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8 Ways to Improve Government Service Delivery in 2025

by Erina Suzuki | Published On September 29, 2022

Modern government agencies are under growing pressure to serve citizens quickly, securely, and efficiently—especially as expectations rise for 24/7 support and digital-first services. Traditional in-person models no longer meet these demands. Fortunately, contact center technology provides a scalable, flexible solution.

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ComputerTalk’s ice Contact Center Leads Among Competitors!

by Shaundalee Carvalho | Published On September 26, 2022

ComputerTalk is pleased to announce that we have been scored as a leader in numerous categories in InfoTech Research Group’s SoftwareReviews this year.

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7 Ways to Improve Efficiency in Your Contact Center

by Shaundalee Carvalho | Published On September 14, 2022

Here are a few best practices that you can use in your contact center to boost efficiency.

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What are the REAL costs of no-shows for Healthcare Organizations?

by Erina Suzuki | Published On September 6, 2022

Due to busy schedules, it’s common for patients to forget about upcoming appointments. Unfortunately for healthcare organizations, this can lead to several negative consequences.

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Contact Center Use Cases: How to Use a Contact Center in Your Industry

by Shaundalee Carvalho | Published On August 26, 2022

When you think of contact centers, you might just think of agents answering customers’ questions about products or services. While this is one common use case for contact centers, that’s not all they do.

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4 Reasons You Need a Ticketing System Integrated With Your Contact Center

by Erina Suzuki | Published On August 19, 2022

Customers reach out to organizations for a variety of reasons: to update their addresses, to follow up on orders, to change their login credentials, and so on.

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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.