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

From Taking Initiative to Leading Change: My Journey at ComputerTalk

by Jean-Nicolas Robitaille | Published On November 20, 2025

Ten years ago, I joined ComputerTalk as a junior project manager, eager to learn and contribute. Looking back, I realize how pivotal that decision was for my career. ComputerTalk provided the perfect environment for growth—one that values trust, collaboration, and innovation.

Full story
The Contact Center Procurement Playbook: Smarter Buying for Better CX

by Nicole Robinson | Published On November 19, 2025

Buying or replacing a contact center platform is one of the toughest technology decisions a service team will ever face. The system touches every interaction - from the IVR menu a frustrated customer hears to the reporting dashboards managers use to plan staffing. When the platform fails, hold times rise, agents become overwhelmed and lose context, and customer loyalty slips away.

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From EX to CX: How Happy Employees Create Happier Customers

by Nicole Robinson | Published On November 12, 2025

In a contact center, when your staff members struggle, your customers feel the impact. Small issues, like a slow system for accessing customer data, confusing policies, or a manager that never offers feedback spill straight into the calls and chats teams have with customers.

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Slice of ice Recap: Enhancing Your Contact Center with Chat and Bots

by Gabriel De Guzman | Published On November 7, 2025

Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.

Full story
Smarter Support, Happier Patients: How AI in Healthcare Services Is Reinventing the Healthcare Call Center

by Nicole Robinson | Published On November 5, 2025

Learn how AI-powered contact centers in the healthcare industry can enhance patient experiences.

Full story
Why Contact Center AI Could Fail – And What to Do About It

by Anastasia Micic | Published On October 28, 2025

AI promises to transform contact centers with smarter routing, faster responses, and better customer experiences - but success isn't guaranteed. This article explores why so many AI projects fail and how leaders can fix the issues before they derail results.

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“I Wanted a New Challenge” - How I Grew My Career at ComputerTalk

by Raymond Caille | Published On October 24, 2025

Over the years, I've build a rewarding career at ComputerTalk by embracing new challenges and evolving from technical roles to client-focused ones that push me to grow everyday.

Full story

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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.

Call Center Agent Scorecard Templates That Help Improve Performance

If you’ve ever sat down to review a call with an agent and found yourself thinking, “Where do I even start?”, you’re not alone. Many managers and supervisors have been there.

What it really takes to build a chatbot

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Return to Office: What It Means for Your Contact Center

Across industries, organizations are pushing employees back to the office. Leaders cite collaboration, productivity, and company culture as key reasons for the shift.

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