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

AI Implementation in Contact Centers: Balancing Speed, Safety, and Innovation

by Nicole Robinson | Published On April 23, 2026

When implementing AI, moving too fast can introduce risks, while being overly cautious can sacrifice speed. This blog helps you figure out how to strike the right balance in your organization.

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Why Average Handle Time Alone Can Be a Misleading Metric

by Nicole Robinson | Published On April 15, 2026

Explore why an over-emphasis on average handle time without consideration for other metrics can cause problems in a contact center - and what to do instead!

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How AI Contact Insights Improve Efficiency, CX, and Agent Performance

by Anastasia Micic | Published On April 7, 2026

AI contact insights give contact centers full visibility into every interaction, unlocking faster solutions, happier customers, and more efficient operations.

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When Not to Use AI in Your Contact Center: Avoiding Costly CX Mistakes

by Nicole Robinson | Published On March 25, 2026

Most contact centers don’t roll out AI because it sounds exciting. They do it because they need to be more efficient, more productive, or they need to fix an issue.

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Video Calling Customer Support Explained: When to Use It and When to Avoid It

by Gabriel De Guzman | Published On March 19, 2026

Video customer support reduces handle time and builds trust, but only in the right situations. Learn when to use it, when to skip it, and how to implement it in an omnichannel contact center.

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25 Years with ComputerTalk: Reflections on my Career

by Hui Liu | Published On March 18, 2026

Over 25 years, I've grown alongside ComputerTalk, embracing every new technology and challenge with my team.

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Slice of ice Recap: AI in the Contact Center Part 2

by Anastasia Micic | Published On March 13, 2026

On Wednesday, March 4th, ComputerTalk hosted its latest Slice of ice webinar, diving into how AI is reshaping customer interactions and giving teams more context and clarity than ever before.

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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.

Canadian Data Residency Requirements for Contact Centers: What CCaaS Buyers Need to Know

Data residency sounds straightforward until someone asks where the data actually goes. “Canadian hosting” usually means storage, and that’s where confusion starts for Canadian contact center leaders.

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

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

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

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

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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.

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

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.

AI Contact Center for Lottery and Gaming: Improving High-Volume, High-Stakes Support

Customer support for lottery and gaming companies seems like it should be simple. Most interactions tend to fall into a standard set of categories, linked to account access, claims, ticket validation, or payments. However, even if the conversations seem simple,...