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

Contact Center CRM Integrations: A Complete Guide

by Kent Mao | Published On January 16, 2024

Nine in 10 businesses with more than 10 employees use CRM software.

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What is IVR in a Call Center?

by Nicole Robinson | Published On January 15, 2024

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

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AI Transcription for Contact Centers: What You Should Know

by Kent Mao | Published On January 12, 2024

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

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Introducing ComputerTalk's rebrand

by Erina Suzuki | Published On January 7, 2024

In a world that's constantly evolving, so are we. We're kicking off the new year with a rebrand, and we're super excited to share what’s new!

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How to Scale Call Center Operations with Microsoft Teams

by Anastasia Micic | Published On January 5, 2024

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

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How to Enhance Every Touchpoint in a Customer’s Journey

by Nicole Robinson | Published On December 23, 2023

Discover key strategies to enhance customer journeys with effective touchpoint analysis and customer experience enhancement.

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The Benefits of Merging Traditional and Digital Communications in Contact Centers

by Erina Suzuki | Published On December 18, 2023

Isolated contact center solutions are expensive for businesses and make it harder to meet changing customer needs.

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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.

The Four Pillars of Customer Service: Knowledge and Insights

Excellent customer service is more than just providing quick, accurate responses to customer inquiries. From chatbots to personalized experiences using CRM integrations, there are plenty of ways to take your customer service to the next level.

Slice of ice Recap: iceSurvey for ice 11

On Wednesday, July 21st, ComputerTalk presented our latest Slice of ice webinar, iceSurvey. During this session, our Training Specialist, Kathika Uthayakumar, provided an overview of iceSurvey (version 11), explained how to create survey questions and survey runs, showed examples of...

ComputerTalk's #bigUCupdate: 6 Recent Contact Center Trends That Are Here to Stay

This week, ComputerTalk was excited to participate virtually in UC Summit 2022, an event that brought together industry experts to discuss a range of topics related to Unified Communications (UC).

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For over 30 years, ComputerTalk has been helping organizations provide outstanding customer experiences.