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

Choosing a Contact Center Vendor: What to Look for in 2025

by Erina Suzuki | Published On January 14, 2025

Knowing how to choose the right contact center vendor is more important than ever in today’s world. It’s not just about staying ahead of technological changes anymore. It’s about adapting to your customer’s ever-evolving expectations and preferences.

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Microsoft Teams Certified Contact Center vs. Microsoft Dynamics 365 Contact Center

by Anastasia Micic | Published On January 8, 2025

Delivering exceptional experiences to customers is non-negotiable for all businesses today. After all, great customer service doesn’t just improve employee retention; it enhances your profits.

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The Ultimate Guide to Utility Contact Centers: Best Practices, Tools, and Trends

by Nicole Robinson | Published On December 30, 2024

Utility companies make the world go around. They’re the organizations responsible for ensuring we all have access to energy, heat, water – everything we need to thrive. The utility contact center acts as the main bridge between these essential businesses and their customers.

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Ryan Ramoutar: Exploring New Opportunities

by Ryan Ramoutar | Published On December 19, 2024

Hi, I’m Ryan! I’m thrilled to share a bit about my journey here at ComputerTalk and how my career has evolved over the years. It’s been an exciting ride, filled with opportunities to grow, challenges to overcome, and plenty of amazing people to work with along the way.

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Outbound Call Center Metrics: The Metrics You Should be Measuring, and How to Improve Them

by Nicole Robinson | Published On December 12, 2024

Want to know if your outbound call center is achieving the right results – increasing sales, generating leads, and improving customer satisfaction through proactive service? There’s only one way to find out – you need to track the right outbound call center metrics.

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Microsoft Ignite Returns to Chicago: Bigger, Better, and Full of Ideas

by Chris Bardon | Published On December 5, 2024

This year, Ignite returned to Chicago for the first time since 2015, and that meant an even bigger venue, more days of content, and much better pizza!

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The Ultimate Guide to Call Center Queue Management: Strategies, Tools, and Best Practices

by Nicole Robinson | Published On November 27, 2024

Nobody likes waiting in a queue. Waiting in a call center queue can be just as frustrating as waiting in line at a store.

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TOPICS

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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.

ComputerTalk’s ice Contact Center Leads in Ease of Customization Category

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in the Ease of Customization category in InfoTech Research Group’s Software Reviews.

Strengthen Your Contact Center With Canned Responses

With just one click, your agents can effortlessly respond to your customers, ensuring prompt issue resolution and enhancing customer satisfaction. Read on to discover the value of canned responses and best practices when implementing them within your contact center.

Can Conversational AI Redefine the Future of Contact Centers?

In an era where customer experience is of paramount importance, contact centers face immense pressure to deliver exceptional service while simultaneously balancing operational efficiency and cost. Modern customers exhibit higher expectations and are less patient than their predecessors, causing traditional...

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