Contact Center Blog

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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

Featured

How to Make the Most of Your Contact Center During the COVID-19 Pandemic

Slice of ice recap: Troubleshooting ice (Part 1)

Slice of ice Recap: Navigating iceAdministrator Part 1

The top 5 customer service strategies to maintain customer loyalty in a recession

by Erina Suzuki | Nov 25, 2022, 03:08 PM

In a recession, it can be especially difficult to maintain customer loyalty. Therefore, organizations need a strategic, comprehensive plan to retain their best customers.

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3 Reasons to Enable Multi-Contact Handling in Your Contact Center

by Shaundalee Carvalho | Nov 21, 2022, 03:20 PM

Enabling multi-contact handling in your contact center can be a great way to quickly boost your contact center’s service capacity without investing any extra funds, installing extra software, or hiring more agents. This ultimately increases agent efficiency, which can lead to increases in profitability, customer satisfaction, and customer loyalty. Read on to learn more about multi-contact handling and how it can benefit your organization.

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Staff Spotlight: Lois Graham

by Lois Graham | Nov 10, 2022, 04:08 PM

In this Staff Spotlight, Lois talks about what she does as an Implementation Specialist, how she got to where she is today, and what she loves about working at ComputerTalk.

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Here's How ComputerTalk Outperformed Competitors in Customer Satisfaction!

by Erina Suzuki | Oct 31, 2022, 12:04 PM

Last month, we shared on our blog that ComputerTalk’s ice Contact Center achieved the highest level of customer satisfaction in Info-Tech research Group's SoftwareReviews. We outperformed competitors, like Genesys and Five9, both in capability and feature satisfaction, as well as in overall composite score. The question is, how are these results determined? Continue reading to find out!

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

by Chris Bardon | Oct 28, 2022, 01:06 PM

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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ComputerTalk is Sponsoring Surrey Hospitals Foundation’s Good Health Telethon and Radiothon

by Shaundalee Carvalho | Oct 21, 2022, 02:21 PM

ComputerTalk is pleased to announce that we will be sponsoring Surrey Hospitals Foundation’s 2022 Good Health Telethon and Radiothon on Saturday, October 22nd.

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Are you attending Microsoft Ignite 2022?

by Erina Suzuki | Oct 11, 2022, 02:03 PM

Ignite is an annual conference for developers and IT professionals hosted by Microsoft.

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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.

Check out these 6 Cool Features to Enhance Your Microsoft Teams Experience (Part 2)

Microsoft Teams offers a variety of intuitive features to enhance collaboration and communication. Yet there are various features many Teams users are not aware of. Check out these 6 helpful features so you can further enhance your Teams experience!

Staff Spotlight: Dave Komaromi

It is hard to believe 5 years have flown by and I am deeply rooted in the world of Major Incident Management and Business Continuity Planning at ComputerTalk. After spending 20+ years within the large corporate law firm environment,...

ComputerTalk’s ice Contact Center Leads Among Competitors!

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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3 Ways to Improve Efficiency in Your Contact Center

Suppose an organization had unlimited resources. They would be able to hire as many contact center agents as they needed to ensure that no customers ever had to deal with long wait times or poor service. Unfortunately, such organizations don’t...

Are you attending Microsoft Ignite 2022?

Ignite is an annual conference for developers and IT professionals hosted by Microsoft.

Staff Spotlight: Dave Komaromi

It is hard to believe 5 years have flown by and I am deeply rooted in the world of Major Incident Management and Business Continuity Planning at ComputerTalk. After spending 20+ years within the large corporate law firm environment,...