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

Copilots for Customer Service and New Developer Tools - Microsoft Ignite 2023

by Chris Bardon | Published On November 24, 2023

Microsoft Ignite 2023 just wrapped up, and the first thing I'll say is that the organizing team clearly listened to the feedback from last year, because the event as a whole was significantly improved over 2022.

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Staff Spotlight: Robert Fernandes

by Robert Fernandes | Published On November 24, 2023

My journey with ComputerTalk began in September 2021. I worked with a recruiting agency and interviewed with ComputerTalk for an open position on their help desk. I heard back almost immediately and started shortly after.

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ComputerTalk releases ice 12.1

by Erina Suzuki | Published On November 22, 2023

Cloud Contact Center Solution with Tethr and Community WFM Integration

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Safeguarding Call Center Customer Data in the Digital Age

by Nicole Robinson | Published On November 17, 2023

Ensuring that sensitive customer data remains inviolate is not just a matter of compliance; it's vital for maintaining trust and credibility in the industry.

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What to Expect at Microsoft Ignite 2023

by Shaundalee Carvalho | Published On November 6, 2023

We’re less than 2 weeks away from Microsoft Ignite! If you’ve never attended the conference, read on to learn more about what it is and what we’re expecting this year.

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How to Make the Most of Customer Service Analytics in Call Centers

by Erina Suzuki | Published On November 6, 2023

In a customer-centric world, relying on intuition alone no longer cuts it; data-driven strategies have become the lifeblood of effective business decisions. Contact centers, which were once dismissed merely as overhead costs, have undergone a transformation. Today, they stand as rich reservoirs of invaluable customer data, capturing every nuance of client interactions.

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How to Meet KPIs and Boost Customer Satisfaction

by Anastasia Micic | Published On November 1, 2023

Boost customer satisfaction with call center optimization strategies. Learn how to effectively measure and meet vital KPIs to excel in today's competitive market

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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.