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 ice Contact Center is Addressing Businesses’ Top 3 Customer Service Challenges - Part 1

by Shaundalee Carvalho | Jan 31, 2023, 03:44 PM

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

Full story
Staff Spotlight: Darren Lobo-Pires

by Darren Lobo-Pires | Jan 19, 2023, 03:38 PM

While studying physics in university, my original goal and path in life was to remain in academics, following through with my Master’s and finally Ph.D. I realized when nearing the end of my undergrad that another 7+ years of schooling wasn’t for me, and I was looking to get some real-world work experience under my belt. It’s hard to believe it’s been almost 10 years since I graduated and started working at ComputerTalk!

Full story
ComputerTalk’s ice Contact Center vs. Genesys

by Shaundalee Carvalho | Jan 13, 2023, 05:44 PM

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

Full story
What Are the Differences Between Multichannel and Omnichannel Call Centers?

by Nicole Robinson | Jan 6, 2023, 05:04 PM

Multichannel and omnichannel call centers offer varying customer service experiences. Learn how to provide a seamless customer journey with the right business model.

Full story
Staff Spotlight: Diane Vasquez

by Diane Vasquez | Dec 23, 2022, 12:50 PM

Growing up in the Philippines, back when technology was still evolving, pursuing a career was limited to a few choices: becoming a Doctor, Nurse, Lawyer, Engineer, or Teacher. Growing up, I always knew that I wanted to pursue a career in teaching.

Full story
The 12 ice Tips of Christmas

by Shaundalee Carvalho | Dec 19, 2022, 04:27 PM

If you’re familiar with the song, The 12 Days of Christmas, you know that the singer’s true love gives them some pretty useless gifts. Sure, five gold rings may be nice, but every other gift seems loud, inconvenient to take care of, and/or impossible to find the space for. And really, how many birds does one person need?

Full story
Discover 8 ways manufacturers can leverage contact center technologies to enhance their client experience

by Erina Suzuki | Dec 13, 2022, 05:43 PM

Traditionally, manufacturers mainly focused on cost-effective production. However, in an era of rising global competition, manufacturers struggle to compete on price alone. Thankfully, they can differentiate themselves from competitors through excellent communication and contact center technologies.

Full story

TOPICS

SEARCH

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.

ComputerTalk is Sponsoring Surrey Hospitals Foundation’s Good Health Telethon and Radiothon

ComputerTalk is pleased to announce that we will be sponsoring Surrey Hospitals Foundation’s 2022 Good Health Telethon and Radiothon on Saturday, October 22nd.

6 Ways How Contact Center Technologies Enhance Service Delivery in Government Sectors (+ Some Real-life Examples!)

Government entities are typically the first point of contact for the public to keep communities and their citizens informed. As a result, they receive a flood of inquiries and requests. Fortunately, contact center technologies can support and simplify these tasks....

The 9 Best Questions to Ask When Evaluating Contact Center Vendors to Avoid Hidden Fees

Everyone knows that great customer service is important to any business. Naturally, that means that the contact center you use for customer service is an important decision to make. With so many options out there, and the pressure of knowing...

More from our blog

Are you attending Microsoft Ignite 2022?

Ignite is an annual conference for developers and IT professionals hosted by Microsoft.

Staff Spotlight: Dave Komaromi

It is hard to believe 5 years have flown by and I am deeply rooted in the world of Major Incident Management and Business Continuity Planning at ComputerTalk. After spending 20+ years within the large corporate law firm environment,...

What are the Differences Between the 3 Models of Microsoft Teams Contact Center Certification?

Everyone knows that Microsoft Teams is a popular tool for organizational communications. It’s often used for internal collaboration, and, in some cases, it’s used for all of an organization’s external communications as well. Microsoft Teams’ cloud voice capabilities, including auto...