Contact Center Blog

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

What is a Contact Center?

by Erina Suzuki | Jun 2, 2023, 03:16 PM

A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.

Full story
ComputerTalk stands out from its competitors by exceeding client expectations

by Erina Suzuki | May 5, 2023, 02:46 PM

ComputerTalk is excited to announce that we’re scored a leader in exceeding client expectations in InfoTech Research Group’s SoftwareReviews.

Full story
ComputerTalk's ice Contact Center vs. NICE

by Anastasia Micic | Mar 24, 2023, 01:55 PM

ComputerTalk is pleased to announce that we have been scored as a leader against NICE in the Info-Tech Research Group's SoftwareReviews. Continue reading to find out what categories we outperformed NICE in.

Full story
6 Ways How Contact Center Technologies Enhance Service Delivery in Government Sectors (+ Some Real-life Examples!)

by Erina Suzuki | Sep 29, 2022, 03:12 PM

Government entities are typically the first point of contact for the public to keep communities and their citizens informed. As a result, they receive a flood of inquiries and requests. Fortunately, contact center technologies can support and simplify these tasks.

Full story
What are the REAL costs of no-shows to Healthcare Organizations?

by Erina Suzuki | Sep 6, 2022, 12:12 PM

Due to busy schedules, it is common for patients to forget about upcoming appointments. Unfortunately for healthcare organizations, it is more complicated than just another missed appointment. For them, it can have several negative consequences.

Full story
15 Ways to Use a Contact Center in Various Industries

by Shaundalee Carvalho | Aug 26, 2022, 03:48 PM

When you think of contact centers, you might just think of agents answering customers’ questions. While this is one common use for contact centers, that’s not all they do. From appointment booking services to help desks and everything in between, contact centers are used by all kinds of organizations across all industries.

Full story
4 Reasons Why You Need a Ticketing System Integrated With Your Contact Center

by Erina Suzuki | Aug 19, 2022, 03:31 PM

Customers reach out to organizations for a variety of reasons: to update their addresses, to follow up on orders, to change their login credentials, and so on.

Full story

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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.

ComputerTalk stands out from its competitors by exceeding client expectations

ComputerTalk is excited to announce that we’re scored a leader in exceeding client expectations in InfoTech Research Group’s SoftwareReviews.

Find out the 6 best practices you need to be using to handle challenging customers today

If you work at a contact center, then you’ve probably encountered angry and frustrated customers from time to time. These customers are even more challenging when they start taking their frustrations out on you. But don’t worry – take this...

What is a Contact Center?

A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.

More from our blog

What is a Contact Center?

A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.

Find out the 6 best practices you need to be using to handle challenging customers today

If you work at a contact center, then you’ve probably encountered angry and frustrated customers from time to time. These customers are even more challenging when they start taking their frustrations out on you. But don’t worry – take this...

6 Ways How Contact Center Technologies Enhance Service Delivery in Government Sectors (+ Some Real-life Examples!)

Government entities are typically the first point of contact for the public to keep communities and their citizens informed. As a result, they receive a flood of inquiries and requests. Fortunately, contact center technologies can support and simplify these tasks....