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

IVR for Utilities: Benefits, Trends, and Best Practices

by Erina Suzuki | Published On March 26, 2025

Learn all about how IVR solutions benefit utilities companies, and discover the best practices for using IVRs effectively in this guide.

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Eric Prits: Growing My Career At ComputerTalk

by Eric Prits | Published On March 24, 2025

My journey first started at ComputerTalk back in 2019, right out of university, on the Application Development team.

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Introducing ice Contact Center 15: Why This Release Sets Us Apart!

by Nicole Robinson | Published On March 20, 2025

At ComputerTalk, innovation never stops — and we’re excited to announce that our newest version, ice 15, is now generally available as of May 5th, 2025!

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ComputerTalk ice Contact Center Announces Support for Microsoft Teams Phone extensibility

by Nicole Robinson | Published On March 17, 2025

Microsoft recently announced Microsoft Teams Phone extensibility at Enterprise Connect. ComputerTalk is excited to work with Microsoft on another early adopter project, continuing our commitment to innovation and seamless integration within the Microsoft ecosystem.

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Internal Call Centers: A Complete Guide

by Anastasia Micic | Published On March 11, 2025

Think that call centers are just for managing customer-facing communications? Think again. In today’s fast-paced and ever-evolving business world, your employees need a streamlined and intuitive way to access support, share information, and submit inquiries too. That’s where an internal call center comes in to turbocharge team alignment.

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Customer Engagement Solutions: 6 Best Practices for Contact Centers

by Nicole Robinson | Published On March 5, 2025

Looking to enhance customer interactions and boost satisfaction? Discover best practices for contact centers using customer engagement solutions.

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Generational Customer Service: Gen Z to Baby Boomers

by Erina Suzuki | Published On February 24, 2025

Learn how customer service expectations differ for Gen Z, Millennials, Gen X, and Boomers. Discover strategies, examples, and tips to adapt your support to each generation.

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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.

AI Transcription for Contact Centers: What You Should Know

AI can help convert speech to text and can be used to transcribe phone calls in contact centers.

Call Centers vs. Contact Centers – What You Need to Know

Uncover the critical differences between call centers and contact centers, and choose the right model for enhanced customer service.

How to Scale Call Center Operations with Microsoft Teams

Learn how Microsoft Teams integration empowers call centers to scale efficiently, ensuring seamless operations and exceptional customer experiences.

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Omnichannel vs. Multichannel Contact Center: What's the Difference?

Both multichannel and omnichannel contact centers offer a variety of ways to communicate with customers.

AI Transcription for Contact Centers: What You Should Know

AI can help convert speech to text and can be used to transcribe phone calls in contact centers.

What is IVR in a Call Center?

Explore IVR's crucial role in modern call centers, optimizing customer interactions and operational efficiency with advanced technology.