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

8 Ways to Increase Revenue Through Your Contact Center

by Kent Mao | Published On February 2, 2024

Many companies are realizing that their contact center can be more than just a cost center.

Full story
Asynchronous Communication In Call Centers: Everything You Need To Know

by Erina Suzuki | Published On January 31, 2024

Businesses these days need to understand that modern consumers' communication preferences have undergone a significant transformation. Consequently, this shift has brought asynchronous communication to the forefront, changing how today’s contact centers operate and interact with customers.

Full story
Call Center Monitoring: Tools, Features and Best Practices

by Kent Mao | Published On January 30, 2024

Call center monitoring is essential for streamlining operations and delivering an exceptional customer experience.

Full story
Call Centers vs. Contact Centers – What You Need to Know

by Anastasia Micic | Published On January 25, 2024

Uncover the critical differences between call centers and contact centers, and choose the right model for enhanced customer service.

Full story
Gamification for Contact Centers: The Ultimate Guide

by Kent Mao | Published On January 23, 2024

Imagine a contact center where work doesn't feel like a daily grind, but more like an exciting game that everyone's eager to play.

Full story
The Ultimate Guide to Contact Center Security

by Erina Suzuki | Published On January 19, 2024

In today’s digital world, contact centers serve as the front line of customer communication for businesses across all industries. But with that role comes great responsibility—and risk.

Full story
Contact Center CRM Integrations: A Complete Guide

by Kent Mao | Published On January 16, 2024

Nine in 10 businesses with more than 10 employees use CRM software.

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.

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.

ComputerTalk Announces General Availability of ice 11

It’s finally here! We at ComputerTalk are excited to announce the general availability of ice Contact Center 11, our latest version.

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?

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