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

Slice of ice Recap: Unlock Insights with Real-Time Dashboards

by Shaundalee Carvalho | Published On September 19, 2025

On Wednesday, September 10th, ComputerTalk presented our latest Slice of ice webinar on our new real-time dashboards.

Full story
Gobiraj Sivalingam: Leading the Evolution from Hardware to Cloud at ComputerTalk

by Gobiraj Sivalingam | Published On September 17, 2025

I’ve had the privilege of growing my career as a lead engineer while helping guide ComputerTalk through one of the most transformative eras in our history.

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Leo Chan: How I Found My Fit at ComputerTalk

by Leo Chan | Published On August 19, 2025

Whether your interests are in Application Development (AD), Quality Assurance, or Product Engineering, there are many opportunities available at ComputerTalk.

Full story
Jessica Hong: Finding Balance and Growth at ComputerTalk

by Jessica Hong | Published On July 22, 2025

Before joining ComputerTalk, I worked at big tech companies — a great experience that taught me a lot and connected me with amazing people I still keep in touch with.

Full story
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.

Full story
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.

Full story
Staff Spotlight: Erina Suzuki

by Erina Suzuki | Published On May 22, 2025

I joined ComputerTalk during peak-pandemic times- when banana bread was a national pastime and Zoom backgrounds were judged harder than actual office decor. My job? Marketing! Specifically, lots of copywriting. Thought leadership blogs. Punchy taglines. And optimizing content so it could charm search engines and humans (the real challenge, if we’re being honest). But something funny happened on the way to the word count: I fell in love with design.

Full story

TOPICS

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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.

Slice of ice Recap – Mastering Evaluations

On Wednesday, October 30th, ComputerTalk hosted our latest Slice of ice webinar on mastering the evaluations tool. During this webinar, our Training & Documentation specialist, Diane Vasquez, outlined how to leverage your evaluation tool.

Proudly Canadian: ice Contact Center and ComputerTalk’s Commitment to Homegrown Innovation

As many Canadians have recently become more conscious about buying Canadian, ComputerTalk is proud to be a Canadian business. As fellow Canadians, we want to say thank you to our customers for choosing to support a homegrown product. If you’re...

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

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!

More from our blog

Slice of ice Recap: Unlock Insights with Real-Time Dashboards

On Wednesday, September 10th, ComputerTalk presented our latest Slice of ice webinar on our new real-time dashboards.

Slice of ice Recap: Introducing ice 15

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.

Clement Leung: Thirteen years of learning, leading, and innovating

When I joined ComputerTalk in 2011, I never imagined I’d spend over a decade growing alongside this incredible company.