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

Contact Center Fraud Prevention: How to Protect Agents, Customers, and Revenue

by Nicole Robinson | Published On February 24, 2026

Fraud hasn’t gone anywhere. It’s just getting smarter, harder to recognize, and much tougher to prevent, particularly in the contact center.

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Coding, Collaboration, and Career Growth: My ComputerTalk Story

by Shawn Plotko | Published On February 19, 2026

Starting as a Software Developer co-op in 2022, I found a supportive environment at ComputerTalk that empowered me to grow.

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How to Master Contact Center Co-Pilot Implementation without Agent Pushback

by Nicole Robinson | Published On February 18, 2026

AI co-pilots for contact centers are earning a lot of attention these days, and for good reason.

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Slice of ice Recap: AI in the Contact Center Part 1

by Anastasia Micic | Published On February 13, 2026

On Wednesday, February 4th, ComputerTalk hosted its latest Slice of ice webinar, focusing on how AI is reshaping the customer experience before a call even reaches an agent.

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Microsoft Power BI vs Microsoft Fabric: Choosing the Right Analytics Foundation

by Gabriel De Guzman | Published On February 12, 2026

Explore the differences between Power BI and Microsoft Fabric for contact centers, including architecture, data pipelines, real-time analytics, governance, and advanced AI capabilities.

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How a Contact Center Co-Pilot Helps Teams Work Smarter and Serve Faster

by Gabriel De Guzman | Published On February 4, 2026

This blog dives into the rise of co-pilot technology in the CX industry and how contact centers can leverage them to improve both the agent and customer experience.

Full story
Sentiment Analysis: What It Is, Why It Matters, and Real-World Use Cases

by Anastasia Micic | Published On January 27, 2026

Traditional metrics don't always reflect how customers actually feel. Sentiment analysis uses NLP to uncover the emotions behind every interaction, helping contact centers improve experiences, not just outcomes.

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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.

Why Microsoft Ecosystems Are the Future of Enterprise Contact Centers

If you’ve ever sat in a room watching live contact center dashboards during a spike, you know the difference between operational calm and total chaos. The clock starts ticking the second a customer can’t get through, and loyalty evaporates faster...

Microsoft Ignite 2025 Recap: The Rise of Agentic AI and Intelligent Tooling

Microsoft Ignite 2025 was last month in San Francisco, and while there were similar themes to last year, there was a little more breadth of application than in 2024. If last year in Chicago was the first real “in-person conferences...

The Contact Center Procurement Playbook: Smarter Buying for Better CX

Buying or replacing a contact center platform is one of the toughest technology decisions a service team will ever face. The system touches every interaction - from the IVR menu a frustrated customer hears to the reporting dashboards managers use...

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My journey with ComputerTalk began during one of my co-op terms at the University of Waterloo, where I was studying Computer Engineering.