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

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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The Complete Guide to Call Center Optimization for Business Leaders

by Nicole Robinson | Published On September 5, 2024

Call center optimization is a crucial process of leveraging cutting-edge technologies and processes to enhance the customer experience and improve the efficiency of your contact center.

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Conversational AI for Contact Centers: The Complete Guide

by Nicole Robinson | Published On August 29, 2024

Evolving customer expectations, combined with rising talent shortages in the contact center has led to a massive increase in the number of companies adopting AI-powered tools.

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My adventures at ComputerTalk

by Erica Duong | Published On August 28, 2024

ComputerTalk can be described as a 35-year-old start-up, characterized by its dynamic environment and reliance on fresh graduates. My journey with ComputerTalk began as an enthusiastic new graduate eager to embark on my career. Now, approaching my third year, I can reflect on this experience with appreciation.

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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 Evolution of a Contact Center’s Role in a Pandemic

The past year has been a difficult and unprecedented time for many organizations. Governments and businesses have needed to adapt to the changing needs of their citizens and their customers, from emergency benefits programs and high inquiry volumes to COVID-19...

Slice of ice Recap: Navigating iceAdministrator Part 2

On Wednesday October 21st, ComputerTalk presented Part 2 of a two-part webinar series on Navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar, talked about skills and prioritization of queues. The session built on Navigating iceAdministrator Part 1,...

Slice of ice recap: Troubleshooting ice (Part 1)

On Wednesday, August 19th, ComputerTalk hosted the first official session in its newly renamed webinar series, Slice of ice (formerly Lunch & Learn). The topic was Troubleshooting ice.

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Slice of ice Recap: Navigating iceAdministrator Part 2

On Wednesday October 21st, ComputerTalk presented Part 2 of a two-part webinar series on Navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar, talked about skills and prioritization of queues. The session built on Navigating iceAdministrator Part 1,...

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