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

How to Manage Cloud-based Contact Center Security

by Nicole Robinson | Published On April 5, 2024

Explore the necessity of advanced security protocols for cloud-based contact centers and safeguarding your operations.

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Contact Center Workforce Management: Best Software Tools in 2024

by Kent Mao | Published On April 5, 2024

Workforce management tools are essential for running an efficient contact center. Learn more about different options for WFM software.

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Don’t make your agents hunt for information

by Anastasia Micic | Published On March 28, 2024

Happy Easter! Today we often think about spring being upon us and the chance to get chocolate eggs from the Easter bunny. While you may enjoy hunting for chocolate eggs, agents don’t love hunting for information. That’s why it’s important to enhance your agents’ productivity by providing them with the information they need.

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Cloud Contact Center: Best Practices and Software for 2024

by Kent Mao | Published On March 27, 2024

Cloud contact centers provide an agile, scalable platform for customer service.

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25 Years of Service: My Journey at ComputerTalk

by Isaac Chan | Published On March 26, 2024

I have been working at ComputerTalk for a quarter of a century! I can't count on one hand the events in my life that surpass this milestone.

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Microsoft Operator Connect for Contact Centers: A Complete Guide

by Nicole Robinson | Published On March 22, 2024

Leverage a secure and trusted connectivity model.

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ACD vs IVR in Call Centers: What’s the Difference?

by Kent Mao | Published On March 20, 2024

ACD and IVR systems play a key role in many call centers, from retail and banking to hospitals.

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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.

Slice of ice Recap: Navigating iceReporting

On Wednesday, February 7, ComputerTalk hosted our latest Slice of ice webinar. During this session, one of our training and documentation specialists, Diane Vasquez provided an overview of iceReporting and discussed key iceReports, how to schedule reports, what’s new in...

ComputerTalk Releases ice 13

ComputerTalk, a CCaaS provider located in Markham, Canada, is excited to announce the upcoming release of ice 13. Following the recent release of ice 12.1, version 13 provides more enhancements to the current features and tools. Continue reading to discover...

How to Prevent Contact Center Data Breaches

Contact centers, being repositories of sensitive personal and financial information, are continually at risk from both internal and external cybersecurity threats.

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