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

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.

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How to Handle Different Communication Channels

by Nicole Robinson | Published On June 18, 2025

Discover how to manage different communication channels for customer service, meet rising customer expectations, and create seamless experiences across chat, email, phone, and more.

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CXS Summit 2025: The future of CX is AI-powered, yet more human-centered

by Gabriel De Guzman | Published On June 12, 2025

The CXS Summit 2025 was both exciting and eye-opening. As someone still early in my career and new to the CX industry, I went in hoping to better understand the greatest challenges organizations are facing in CX. What I took away from the conference was not just insights on how to improve an organization’s customer experience, but a deeper appreciation for why the work we do at ComputerTalk is so meaningful.

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The Best Canadian IVR Payment Providers

by Nicole Robinson | Published On June 11, 2025

IVR (Interactive Voice Response) systems are becoming smarter and more intuitive all the time. They’re not just there to route a customer to the right agent anymore.

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The Ultimate Guide to Using AI in Education Contact Centers

by Erina Suzuki | Published On June 3, 2025

Think AI in customer service is just for retail companies? Think again. With artificial intelligence, educators can deliver better student and customer support at scale, while reducing costs. It’s a win-win for everyone. As AI becomes more versatile, sophisticated, and accessible, there’s never been a better time to upgrade your support strategy.

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The Ultimate Guide to IVR Scripts for Utilities 🛠️(With Templates & Tips)

by Erina Suzuki | Published On May 27, 2025

When customers call your utilities company, they need information fast. The last thing they want when they’re dealing with a power outage or similar issue is a maze of menu options. That’s why it’s so important to use the right IVR scripts for utilities.

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Microsoft Teams Phone Extensibility: Everything You Need to Know

by Anastasia Micic | Published On May 23, 2025

Explore how Microsoft Teams Phone Extensibility transforms contact centers and learn how ComputerTalk delivers seamless, AI-ready integrations.

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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.

Speech Analytics Tools for Call Centers: A Guide

The right data is essential for improving your call center operations. Speech analytics tools can help unlock the hidden data in every call.

How To Evaluate a Call Center Agent’s Performance

From first contact resolution to net promoter score, there are a variety of ways to measure your agents' performance.

Call Center Authentication: Best Methods and Software in 2025

Call centers are getting larger, busier, and more complex than ever. They’re also becoming more popular targets for criminals and fraudsters.

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