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

🌟Celebrating 14 Years of Growth and Dedication at ComputerTalk🌟

by Holly Cai | Published On June 24, 2024

Reflecting on my 14-year journey with ComputerTalk, I'm grateful for the enriching experiences and opportunities that have shaped my career. What makes ComputerTalk stand out is our unwavering commitment to fostering a culture of exploration and empowerment.

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What is a Virtual Agent for Call Centers?

by Nicole Robinson | Published On June 19, 2024

Virtual agents are quickly becoming a crucial part of the modern contact center, extending the functionality of the traditional chatbot to transform self-service.

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5 Ways Artificial Intelligence is Transforming Call Centers

by Erina Suzuki | Published On June 13, 2024

Artificial Intelligence (AI) is emerging as the ultimate investment for call center optimization, promising access to a range of solutions that enhance customer satisfaction, reduce operational costs, and improve productivity.

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Contact Centers for Higher Education: A Complete Guide

by Kent Mao | Published On June 10, 2024

Higher education contact centers are essential in managing communications, providing support, and enhancing the experiences of students, alumni, and staff.

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ComputerTalk’s Year in Review: Celebrating Fiscal 2024

by Shaundalee Carvalho | Published On May 31, 2024

Here at ComputerTalk, we are wrapping up our fiscal year and getting ready to start fiscal 2025 at the beginning of June. During this time, we are reflecting on all the exciting things we’ve achieved throughout the last year and looking forward to the future.

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Smart IVR: Benefits, Use Cases & More

by Kent Mao | Published On May 31, 2024

Advancements in artificial intelligence have led to a new era for IVR technology. Is it time for your business to upgrade to a Smart IVR system?

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Sunny Sun: A journey of growth and collaboration at ComputerTalk

by Sunny Sun | Published On May 29, 2024

My journey with Computer Talk began in September 2017. I can’t believe it’s been almost 7 years! I was referred to by a friend who has been working here since they spent a co-op term here as a student. And this is my first job after university. I've felt lucky from the moment I joined. Every day I've been welcomed with friendly faces and supported in ways I never imagined.

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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.

ComputerTalk Achieves 100% Efficiency Rating in SoftwareReviews' Report

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.

The Power of Agent Evaluations in Customer Service

In the world of customer service, the success of any contact center depends upon the agents' performance.

ComputerTalk releases ice 12.1

Cloud Contact Center Solution with Tethr and Community WFM Integration

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