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: Enhancing Your Contact Center with Chat and Bots

by Gabriel De Guzman | Published On November 7, 2025

Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.

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What is AI Governance? Building Guardrails for Responsible AI

by Gabriel De Guzman | Published On October 9, 2025

This guide explores why AI governance matters, how it protects trust and compliance, and the steps organizations can take to build responsible AI programs that balance innovation with safety.

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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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ComputerTalk releases ice 12.1

by Erina Suzuki | Published On November 22, 2023

Cloud Contact Center Solution with Tethr and Community WFM Integration

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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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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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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.

The Ultimate Duo: Enhancing Customer Service with Chatbots and Live Chat

To maximize the benefits of Chatbot and Live Chats to achieve your overall customer service goals, you need to understand what they are and each of their benefits.

Staff Spotlight: Bernie Lee

It was that one Spring morning a number of years ago that I made the call (a cold call, in fact). The snow had melted, the ground was just thawing, and trees were starting to bud once again. It was...

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.

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In this Staff Spotlight, Lois talks about what she does as an Implementation Specialist, how she got to where she is today, and what she loves about working at ComputerTalk.

8 Ways to Improve Government Service Delivery in 2025

Modern government agencies are under growing pressure to serve citizens quickly, securely, and efficiently—especially as expectations rise for 24/7 support and digital-first services. Traditional in-person models no longer meet these demands. Fortunately, contact center technology provides a scalable, flexible solution....