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

ComputerTalk releases ice 12.1

by Erina Suzuki | Published On November 22, 2023

Cloud Contact Center Solution with Tethr and Community WFM Integration

Full story
ComputerTalk Achieves 100% Efficiency Rating in SoftwareReviews' Report

by Erina Suzuki | Published On October 20, 2023

InfoTech Research Group's SoftwareReviews’ report revealed that ComputerTalk achieved a remarkable 100% efficiency score. This outstanding recognition is a testament to ComputerTalk's commitment to providing top tier contact center solutions for its users.

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ComputerTalk has Secured the Top Position as the Preferred Support Provider

by Anastasia Micic | Published On September 22, 2023

ComputerTalk is excited to share that our customer service team has been rated as 100% effective and knowledgeable by our customers in Info-Tech Research Group’s SoftwareReviews report.

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Staff Spotlight: Shaundalee Carvalho

by Shaundalee Carvalho | Published On August 31, 2023

My journey with ComputerTalk began in the fall of 2019. As a recent university grad, I was looking for my first full-time job and came across a Marketing position posted by ComputerTalk to my school’s job search platform. I applied and was soon invited in to interview for a Sales Operations position instead. Even from my first in-person interview, I had a good feeling about the company. The people I spoke to were so friendly and easy to talk to that I already felt like I belonged there.

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Slice of ice Recap: icePhone

by Shaundalee Carvalho | Published On August 10, 2023

On Wednesday, August 2nd, 2023, ComputerTalk presented our latest Slice of ice session. During this session, our Product Trainer, Christina Liu, introduced our new softphone, icePhone.

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Staff Spotlight: Vincent Yong

by Vincent Yong | Published On July 28, 2023

My journey with ComputerTalk started in summer of 2017. I finished my last year of my Software Engineering degree from the University of Guelph in April and decided to take a well-deserved break after completing my degree.

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ComputerTalk’s ice Contact Center Leads in Ease of Customization Category

by Anastasia Micic | Published On July 7, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in the Ease of Customization category in InfoTech Research Group’s Software Reviews.

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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 is a Microsoft Impact Awards Finalist!

ComputerTalk is excited to announce that we have been chosen as one of the finalists for Microsoft Canada’s 2021 Community Response Impact Award!

Staff Spotlight: Diane Vasquez

Growing up in the Philippines, back when technology was still evolving, pursuing a career was limited to a few choices: becoming a Doctor, Nurse, Lawyer, Engineer, or Teacher. Growing up, I always knew that I wanted to pursue a career...

12 Resources to Help you Maximize your ice Contact Center Investment

It has now been a year since the COVID-19 pandemic began and almost a year since ComputerTalk began our Lunch and Learn/Slice of ice webinar series. The series began with a single webinar devoted to supporting contact centers through the...

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Staff Spotlight: Dave Komaromi

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ComputerTalk's ice Contact Center vs. NICE

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.

Here's How ComputerTalk Outperformed Competitors in Customer Satisfaction!

Last month, we shared on our blog that ComputerTalk’s ice Contact Center achieved the highest level of customer satisfaction in Info-Tech research Group's SoftwareReviews. We outperformed competitors, like Genesys and Five9, both in capability and feature satisfaction, as well as...