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

ComputerTalk announces general availability of ice for Microsoft Teams with Direct Routing

Published On May 28, 2020

TORONTO, CANADA (PRWEB) MAY 28, 2020

Computer Talk Technology Inc. (“ComputerTalk”) today announces that Direct Routing for ice Contact Center with Microsoft Teams is generally available in our North American cloud sites. This new capability gives customers an alternative to Teams federation. Direct Routing enables calls to be routed to Teams-based agents using a managed SBC network. With faster call setup times than federation, ice allows agents to handle all interactions directly in the Teams client of their choice.

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How to Make the Most of Your Contact Center During the COVID-19 Pandemic

by Shaundalee Carvalho | Published On April 24, 2020

Society today is in a unique position as a result of the current COVID-19 pandemic. Individuals and businesses everywhere are facing much uncertainty regarding the current circumstances, how long they will last, and what exactly the long-term impacts will be.

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Lunch and Learn: Supporting Remote Workers with ice

by Shaundalee Carvalho | Published On April 24, 2020

On Wednesday, April 22nd, ComputerTalk hosted the first of its series of COVID-19 related Lunch and Learn webinars. The topic was Supporting Remote Workers with ice.

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Introducing ComputerTalk’s NEW mobile app!

by Nicole Robinson | Published On April 20, 2020

ComputerTalk has recently launched our iceChat mobile app. The iceChat app demonstrates ComputerTalk's iceMobile Connect capabilities by allowing you to connect to our Sales and Support teams or a self-service demo.

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How ComputerTalk is Supporting Remote Workers in the Contact Center during COVID-19

Published On April 9, 2020

With physical stores closing and many offices encouraging their staff to work remotely, it is crucial to guarantee your contact center stays up and running to handle your customers’ inquiries.

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Microsoft Ignite: 10 Tips and Tricks for Attending

by Mackenzie Ellis | Published On January 21, 2020

Microsoft Ignite 2024, happening in Chicago on November 19-22, promises to be an event filled with insights, networking opportunities, and the latest in tech innovation. Whether you're attending in person or virtually, these tips will help you make the most of your experience.

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7 new Microsoft Teams features announced at Ignite 2019!

by Nicole Robinson | Published On December 17, 2019

During the first day of Ignite, Marissa Salazar, Product Marketing Manager for Microsoft Teams announced 7 exciting new Teams features. Most of these are top features requested in the past year by users.

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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.