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

Jessica Hong: Finding Balance and Growth at ComputerTalk

by Jessica Hong | Published On July 22, 2025

Before joining ComputerTalk, I worked at big tech companies — a great experience that taught me a lot and connected me with amazing people I still keep in touch with.

Full story
10 Easy Ways to Reduce Call Center Costs

by Anastasia Micic | Published On July 17, 2025

Struggling with high call center costs? Discover 10 proven strategies to reduce expenses without sacrificing customer service.

Full story
Intelligent Virtual Agents (IVAs): Everything You Need to Know

by Nicole Robinson | Published On July 9, 2025

Ready to upgrade customer service? This guide breaks down intelligent virtual agents in plain language, what they are, how they work, where they fit, and how to roll one out without overcomplicating things.

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Agentic AI for Contact Centers: A Complete Guide

by Gabriel De Guzman | Published On July 3, 2025

Agentic AI is transforming contact centers by boosting agent performance, slashing costs, and delivering stellar CX.

Full story
Contact Center Outsourcing: Smart Scalable Customer Service

by Anastasia Micic | Published On June 25, 2025

Growth is a positive thing for any company. The more customers you attract and the more products you sell, the more successful your business becomes.

Full story
Slice of ice Recap: Introducing ice 15

by Shaundalee Carvalho | Published On June 24, 2025

On Wednesday, June 11th, ComputerTalk hosted our latest Slice of ice webinar. During this webinar, our Training and Documentation Specialist, Christina Liu, presented some of the new features and improvements in our latest release.

Full story
Clement Leung: Thirteen years of learning, leading, and innovating

by Clement Leung | Published On June 19, 2025

When I joined ComputerTalk in 2011, I never imagined I’d spend over a decade growing alongside this incredible company.

Full story

TOPICS

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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.

PCI Compliance in Call Centers: Protecting Customer Data and Building Trust

Today’s customers expect faster, more efficient, and more convenient experiences when they contact businesses, but they’re not willing to compromise on the security of their data. That’s why it’s so important for organizations to ensure they’re investing in the right...

Multi-factor Authentication (MFA) in Call Centers: A Complete Guide

Multi-factor authentication (MFA) might not be an entirely new concept for call center leaders, but the value of this technology has grown drastically in recent years. The call center is home to huge volumes of sensitive data, from credit card...

Microsoft Teams Call Center Partners: Benefits, Features and How to Choose the Right One

Discover how Microsoft Teams call center partners enhance CX, streamline operations, and help businesses unlock Teams’ full contact center potential.

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The outbound dialer is a valuable tool in many contact centers, revolutionizing how businesses manage customer communications. These dialing systems can rapidly connect customer service and sales agents with customers, increasing revenue and reducing agent idle time.

Slice of ice Recap – Introducing ice Contact Center 14

On Wednesday, September 11th, ComputerTalk hosted our latest Slice of ice webinar. In this webinar, our Training and Documentation Specialist, Christina Liu, covered the benefits and features in our latest release, ice 14.

PCI Compliance in Call Centers: Protecting Customer Data and Building Trust

Today’s customers expect faster, more efficient, and more convenient experiences when they contact businesses, but they’re not willing to compromise on the security of their data. That’s why it’s so important for organizations to ensure they’re investing in the right...