Modern IVR systems are more than just valuable tools that help customers navigate their journey with your call center. Today’s solutions allow companies to automate a range of processes, from routing callers to the right agent, to processing transactions.

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 details to customer names.

My journey at ComputerTalk started back in September of 2021 as an Application Quality Assurance Analyst. Since I started working here, I have been able to meet some incredible people and pick up a variety of skills.

The IVR (Interactive Voice Response) system is a crucial resource for healthcare contact centers. Not only does it help you enable rapid, convenient self-service experiences for patients, but it can establish the foundation for a positive relationship with your target audience.

We’re pleased to announce the general availability of ice Contact Center 14! ice 14 includes a number of new features and functionalities that can enhance contact center operations and customer experiences.

Voice biometrics technologies are becoming increasingly valuable in the call center.

You already know that delivering consistently great experience to your customers is crucial to success in any industry. But, as customer expectations continue to evolve, understanding what customers want and need from your contact center can be complex.