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

Omnichannel vs. Multichannel Contact Center: What's the Difference?

by Kent Mao | Published On February 7, 2024

Both multichannel and omnichannel contact centers offer a variety of ways to communicate with customers.

Full story
8 Ways to Increase Revenue Through Your Contact Center

by Kent Mao | Published On February 2, 2024

Many companies are realizing that their contact center can be more than just a cost center.

Full story
Gamification for Contact Centers: The Ultimate Guide

by Kent Mao | Published On January 23, 2024

Imagine a contact center where work doesn't feel like a daily grind, but more like an exciting game that everyone's eager to play.

Full story
What is IVR in a Call Center?

by Nicole Robinson | Published On January 15, 2024

Explore IVR's crucial role in modern call centers, optimizing customer interactions and operational efficiency with advanced technology.

Full story
How to Scale Call Center Operations with Microsoft Teams

by Anastasia Micic | Published On January 5, 2024

Learn how Microsoft Teams integration empowers call centers to scale efficiently, ensuring seamless operations and exceptional customer experiences.

Full story
How SCCU Transformed Their Customer Service with ice Contact Center

by Anastasia Micic | Published On December 15, 2023

Discover how Sunshine Coast Credit Union transformed its contact center with ComputerTalk’s ice solution, improving efficiency, reporting, and member support.

Full story
The Rise of Remote Contact Centers: Leveraging Technology to Serve Global Customers

by Nicole Robinson | Published On December 14, 2023

With the prevalent interconnected global marketplace, the dynamics of customer service are shifting rapidly. Remote contact centers are emerging not just as a novel concept but as a critical component for businesses.

Full story

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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.