Contact Center Blog for Customer Experience

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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 it really takes to build a chatbot

by Gabriel De Guzman | Published On September 24, 2025

Building a chatbot takes more than plugging in a tool. From clean data and structured knowledge bases to backend integrations and solid architecture, learn what it really takes to design a chatbot that delivers accurate, helpful results — and avoids frustrating your customers.

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Cloud Contact Center: Best Practices and Software for 2025

by Kent Mao | Published On March 27, 2024

Cloud contact centers provide an agile, scalable platform for customer service.

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Cloud Contact Center vs. On-Premises: What’s the Difference?

by Kent Mao | Published On December 13, 2023

When it comes to contact center solutions, there are more options now than ever before.

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ComputerTalk Client Reviews Featured in InfoTech Research Group's Report

by Erina Suzuki | Published On August 18, 2023

We are excited to share that ComputerTalk has once again demonstrated its devotion to client satisfaction and received exceptional feedback from our customers in InfoTech Research Group’s SoftwareReviews report. This accomplishment showcases our technical skills and commitment to being transparent, trustworthy, and focused on our clients.

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Why 99.99% Uptime Matters for Contact Centers – and How to Get There

by Anastasia Micic | Published On June 9, 2023

Every minute of downtime risks lost revenue and missed service commitments. With cloud-based solutions and tools like icePhone, your business can deliver consistent, 24/7 customer service.

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What is a Contact Center?

by Erina Suzuki | Published On June 2, 2023

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.

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ComputerTalk stands out from its competitors by exceeding client expectations

by Erina Suzuki | Published On May 5, 2023

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

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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: Process Orchestration

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise.

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It is Employee Appreciation Day in Canada and the US! Celebrate this special day by showing employees your appreciation. Keeping employees happy and motivated can be challenging for any employer, and contact centers are no exception. Continue reading to learn...

How can academic institutions leverage customer service as their competitive advantage?

The importance of connecting with students in meaningful, effective ways cannot be overstated. If higher education providers want to succeed amongst their competitors, they need to prioritize a customer-centric strategy in their organization.

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Due to busy schedules, it’s common for patients to forget about upcoming appointments. Unfortunately for healthcare organizations, this can lead to several negative consequences.

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