Contact Center Blog for Customer Experience

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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

Contact Center for Credit Unions: 3 Ways ComputerTalk Improved SCCU’s Operations

by Anastasia Micic | Published On December 15, 2023

It's important for banks and credit unions to provide seamless member support through their contact centers. Learn how ComputerTalk’s ice solution made a quick and measurable impact on a BC-based credit union.

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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.

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Cloud Contact Center vs. On-Premises: What’s the Difference?

by Kent Mao | Published On December 13, 2023

When it comes to contact center solutions, there are more options now than ever before.

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The 3 Best Gifts to Give Your Customers This Holiday Season

by Shaundalee Carvalho | Published On December 11, 2023

With the holidays upon us, it’s officially the season for giving! As you think about the different ways you plan on giving this year – to friends, family, or those in need – be sure to consider how you can give to your customers as well.

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Microsoft Teams Security and Compliance in Call Center Environments

by Erina Suzuki | Published On December 8, 2023

Ensuring the sanctity of your customer's data is of paramount importance, especially in call centers where every interaction is layered with valuable information.

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ComputerTalk will be exhibiting at Enterprise Connect 2024

by Anastasia Micic | Published On December 7, 2023

We are looking forward to Enterprise Connect 2024! If you’ve never heard of it, continue reading to find out what it entails and what we’re looking forward to next year.

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Contact Center Data Security: Risks, Protocols and Best Practices

by Kent Mao | Published On December 6, 2023

Cybersecurity is increasingly important in today’s digital age. Learn how to protect your customer data from cyberattacks.

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.

ice and the Connected Contact Center for Microsoft Teams Certification Program

As the developer of the Teams native ice Contact Center, ComputerTalk is currently one of the first companies to go through Microsoft’s Connected Contact Center for Microsoft Teams Certification Program. Among other benefits, this certification will mean that ice Contact...

What are the Differences Between a Call Center and a Contact Center?

The terms call center and contact center are commonly thrown around in the industry. But what are the actual differences between the two?

3 Contact Center Tools to Improve Efficiency and Drive Customer Engagement

If you've ever reached out to a business and experienced long wait times as a customer, you know how annoying and frustrating it can be.

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