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

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.

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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.

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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.

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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.

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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 Manage Customer Service Communication Channels Effectively

by Nicole Robinson | Published On June 18, 2025

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

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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.

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.

Contact Centers for Higher Education: A Complete Guide

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

Smart IVR: Benefits, Use Cases & More

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?

More from our blog

21 Best Practices for Designing a Great IVR System

Interactive voice response (IVR) systems can help automate your call center and provide customers with self-service options.

Slice of ice Recap: Introducing ice Contact Center 13

On Wednesday, April 17, 2024, ComputerTalk presented our latest version of ice Contact Center, ice 13, in our Slice of ice session.

Top 10 Best Practices for Higher Education Contact Centers

Creating exceptional experiences for students, staff, parents, and alumni starts with a strategic, modernized contact center approach.