Contact Center Blog

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

How to Meet KPIs and Boost Customer Satisfaction

by Anastasia Micic | Nov 1, 2023, 08:17 AM

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

Full story
ComputerTalk Achieves 100% Efficiency Rating in SoftwareReviews' Report

by Erina Suzuki | Oct 20, 2023, 04:05 PM

InfoTech Research Group's SoftwareReviews’ report revealed that ComputerTalk achieved a remarkable 100% efficiency score. This outstanding recognition is a testament to ComputerTalk's commitment to providing top tier contact center solutions for its users.

Full story
Top Reasons You Need Skills-based Routing in Your Omnichannel Customer Service

by Anastasia Micic | Oct 12, 2023, 10:17 AM

Enhance your contact center performance with skills-based routing. Uncover the significance of directing your customers to the appropriate customer service representative.

Full story
Key Strategies For Optimizing Customer Support Services

by Nicole Robinson | Oct 11, 2023, 03:33 PM

Elevate your business with effective customer support strategies. Discover key approaches to optimize service, enhance satisfaction, and drive long-term success.

Full story
How Conversational AI Will Impact Customer Service

by Erina Suzuki | Sep 28, 2023, 11:31 AM

Customer satisfaction is critical to running a successful business, but employing a full-time staff of customer service representatives comes at a significant cost. As a result, many companies have had to choose between getting happy customers and smaller profits or unhappy customers and higher profits—until now.

Full story
ComputerTalk has Secured the Top Position as the Preferred Support Provider

by Anastasia Micic | Sep 22, 2023, 09:59 AM

ComputerTalk is excited to share that our customer service team has been rated as 100% effective and knowledgeable by our customers in Info-Tech Research Group’s SoftwareReviews report.

Full story
Elevate Your Customer Service Through Reporting

by Shaundalee Carvalho | Sep 15, 2023, 12:33 AM

Trying to make a good strategic decision without data-based insights to back it up is like trying to ride a bike without wheels: difficult and potentially disastrous. When it comes to customer service, one of the best ways to get the information you need to guide strategic decisions is through your contact center reports. Contact center reports can help you decide if and when to hire more staff, increase training efforts, and more.

Full story

TOPICS

ASK US A QUESTION

Q&A Form Loading...

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.

8 Ways to Spring Clean Your Contact Center in 2023

Spring is upon us, and that means it’s time for some spring cleaning! This is a great way to refresh, reset, and make sure everything is ready and optimized for the season ahead.

Staff Spotlight: Vincent Yong

My journey with ComputerTalk started in summer of 2017. I finished my last year of my Software Engineering degree from the University of Guelph in April and decided to take a well-deserved break after completing my degree.

Staff Spotlight: Bernie Lee

It was that one Spring morning a number of years ago that I made the call (a cold call, in fact). The snow had melted, the ground was just thawing, and trees were starting to bud once again. It was...

More from our blog

ComputerTalk stands out from its competitors by exceeding client expectations

ComputerTalk is excited to announce that we’re scored a leader in exceeding client expectations in InfoTech Research Group’s SoftwareReviews.

What is a Contact Center?

A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.

ComputerTalk’s ice Contact Center Leads in Vendor Capability Satisfaction!

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in vendor capability satisfaction in the InfoTech Research Group’s SoftwareReviews.