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

Voice Biometrics in the Call Center: The Ultimate Guide

by Nicole Robinson | Published On October 9, 2024

Voice biometrics technologies are becoming increasingly valuable in the call center.

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Voice of the Customer (VOC): Benefits and Best Practices for Contact Centers

by Erina Suzuki | Published On October 3, 2024

You already know that delivering consistently great experiences to your customers is crucial to success in any industry. But, as customer expectations continue to evolve, understanding what customers want and need from your contact center can be complex.

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Victor Pawa: How mentorship and teamwork shaped my career at ComputerTalk

by Victor Pawa | Published On September 25, 2024

Ever since I started at ComputerTalk, my time here has been both rewarding and transformative. I've had the opportunity to grow professionally, collaborate with talented individuals, and contribute to meaningful projects that make a real impact.

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The Top Trends in Healthcare Contact Centers to Watch in 2025

by Erina Suzuki | Published On September 24, 2024

Trends in healthcare contact centers are shifting. In the past, budget and resource restrictions left many companies struggling to deliver consistent, intuitive, and memorable experiences to patients. Now, evolving technology, compliance standards, and consumer expectations mean healthcare companies can no longer afford to overlook the importance of a well-designed contact center.

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Slice of ice Recap – Introducing ice Contact Center 14

by Shaundalee Carvalho | Published On September 20, 2024

On Wednesday, September 11th, ComputerTalk hosted our latest Slice of ice webinar. In this webinar, our Training and Documentation Specialist, Christina Liu, covered the benefits and features in our latest release, ice 14.

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Healthcare Contact Center Best Practices for Improved Patient Experience in 2025

by Anastasia Micic | Published On September 18, 2024

In the healthcare space, contact centers are crucial to bridging the gap between service providers and patients seeking support, information, or guidance.

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Microsoft Teams Call Center Partners: Benefits, Features and How to Choose the Right One

by Erina Suzuki | Published On September 11, 2024

Discover how Microsoft Teams call center partners enhance CX, streamline operations, and help businesses unlock Teams’ full contact center potential.

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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.

The Four Pillars of Customer Service: Process Orchestration

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise.

The Four Pillars of Customer Service: Knowledge and Insights

Excellent customer service is more than just providing quick, accurate responses to customer inquiries. From chatbots to personalized experiences using CRM integrations, there are plenty of ways to take your customer service to the next level.

8 Reasons You Should Integrate Your CRM With Your Contact Center

Your contact center and your Customer Relationship Management (CRM) tool are a lot like peanut butter and jelly – both great on their own, but even better together.

More from our blog

Contact Centers in Banks and Financial Institutions: A Valuable Role

Financial institutions have been pioneers in the adoption of contact centers to service their clients and provide personalized experiences.

Find out 6 ways you can reduce customer churn

Businesses invest significant resources to generate new leads and convert them into customers. While generating new leads is important for organizations, reducing customer churn for existing customers is just as crucial to any organization’s success.

The Four Pillars of Customer Service: Resource Management

Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.