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

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.

Full story
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.

Full story
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.

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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.

Full story
Budgeting for a Modern Contact Center: Key Costs and Why They Matter

by Gabriel De Guzman | Published On January 21, 2026

This guide will break down the true cost drivers, highlight where smart contact center cost optimization pays off, and give teams a structure that aligns with customer needs.

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The Top AI Automations Every Contact Center Should Implement in 2026

by Gabriel De Guzman | Published On January 14, 2026

This guide introduces the top contact center AI solutions, from agent assist to AI self-service and conversational analytics, primed to support customer-focused teams in 2026.

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Why Microsoft Ecosystems Are the Future of Enterprise Contact Centers

by Nicole Robinson | Published On January 7, 2026

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 than most companies are willing to admit.

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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.

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

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.

Contact Center CX Trends for 2026: The Investments That Deliver Results

AI has moved out of pilot mode and into core operations, and budget holders want results, not experiments. They want faster resolutions, fewer repeat calls, and higher first contact resolution.

From EX to CX: How Happy Employees Create Happier Customers

In a contact center, when your staff members struggle, your customers feel the impact. Small issues, like a slow system for accessing customer data, confusing policies, or a manager that never offers feedback spill straight into the calls and chats...

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Slice of ice Recap: Enhancing Your Contact Center with Chat and Bots

Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.

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

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

7 Ways Investing in Contact Center AI Can Benefit Your Organization

There’s been a lot of buzz around artificial intelligence (AI) in recent years. Many organizations are already investing in it or considering investing in it in the future. Naturally, they want to know what kind of financial returns they can...