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

IVR Payments: The Ultimate Guide to IVR Payment Processing

by Erina Suzuki | Published On October 31, 2024

Modern IVR systems are more than just valuable tools that help customers navigate their journey with your call center. Today’s solutions allow companies to automate a range of processes, from routing callers to the right agent, to processing transactions.

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Multi-factor Authentication (MFA) in Call Centers: A Complete Guide

by Erina Suzuki | Published On October 22, 2024

Multi-factor authentication (MFA) might not be an entirely new concept for call center leaders, but the value of this technology has grown drastically in recent years. The call center is home to huge volumes of sensitive data, from credit card details to customer names.

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Andrei Gogoase: Continued Growth & Success at ComputerTalk

by Andrei Gogoase | Published On October 17, 2024

My journey at ComputerTalk started back in September of 2021 as an Application Quality Assurance Analyst. Since I started working here, I have been able to meet some incredible people and pick up a variety of skills.

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5 IVR Script Examples for Healthcare

by Nicole Robinson | Published On October 16, 2024

The IVR (Interactive Voice Response) system is a crucial resource for healthcare contact centers. Not only does it help you enable rapid, convenient self-service experiences for patients, but it can establish the foundation for a positive relationship with your target audience.

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ice Contact Center 14 is Here!

by Shaundalee Carvalho | Published On October 11, 2024

We’re pleased to announce the general availability of ice Contact Center 14! ice 14 includes a number of new features and functionalities that can enhance contact center operations and customer experiences.

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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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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.

Troubleshooting Tips for ice (Part 2)

For this week's blog, Robert Luciani, Client Support Function Owner at ComputerTalk, will guide us through several troubleshooting tips for both users and supervisors. First, we will address common inquiries regarding iceBar. Inquiries include resetting iceBar and error messages users...

The Four Pillars of Customer Service: Resource Management

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Here's How Technology Can Solve 4 Major Operational Problems in Healthcare

In a society heavily impacted by a recent global pandemic, hospitals have been under a strain unlike any seen before in our lifetime. With this and the day-to-day strains of staff shortages and an aging population, the healthcare industry needs...

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