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

ComputerTalk’s Year in Review: Celebrating Fiscal 2024

by Shaundalee Carvalho | Published On May 31, 2024

Here at ComputerTalk, we are wrapping up our fiscal year and getting ready to start fiscal 2025 at the beginning of June. During this time, we are reflecting on all the exciting things we’ve achieved throughout the last year and looking forward to the future.

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Smart IVR: Benefits, Use Cases & More

by Kent Mao | Published On May 31, 2024

Advancements in artificial intelligence have led to a new era for IVR technology. Is it time for your business to upgrade to a Smart IVR system?

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Sunny Sun: A journey of growth and collaboration at ComputerTalk

by Sunny Sun | Published On May 29, 2024

My journey with Computer Talk began in September 2017. I can’t believe it’s been almost 7 years! I was referred to by a friend who has been working here since they spent a co-op term here as a student. And this is my first job after university. I've felt lucky from the moment I joined. Every day I've been welcomed with friendly faces and supported in ways I never imagined.

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10 Best Microsoft Teams Contact Centers in 2025

by Kent Mao | Published On May 27, 2024

Integrating your contact center with Microsoft Teams can provide you with an all-in-one contact center solution that is flexible and easy to use.

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How to Integrate Your Call Center with Salesforce

by Kent Mao | Published On May 16, 2024

You may be familiar with Salesforce as a CRM platform, but did you know that it can enhance your call center too?

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Speech Analytics Tools for Call Centers: A Guide

by Kent Mao | Published On May 10, 2024

The right data is essential for improving your call center operations. Speech analytics tools can help unlock the hidden data in every call.

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Contact Center Dashboards: The Ultimate Guide

by Anastasia Micic | Published On May 7, 2024

Here is your ultimate guide to the different types of dashboards available and how they fit with your contact center.

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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.

Extend Teams Functionality with ice Contact Center

In 2020, Microsoft saw a massive spike in Teams usage, increasing by over 785% since July 2019 and surpassing 115 million daily active users.

Slice of ice Recap: Navigating iceAdministrator Part 1

On Wednesday, September 16th, ComputerTalk presented the first of two Slice of ice (formerly Lunch and Learn) sessions devoted to navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar provided an overview of iceAdministrator, discussed managing your contact...

Lunch and Learn: Supporting Remote Workers with ice

On Wednesday, April 22nd, ComputerTalk hosted the first of its series of COVID-19 related Lunch and Learn webinars. The topic was Supporting Remote Workers with ice.