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

The Step-by-Step Guide to Agent Scorecards

by Gabriel De Guzman | Published On July 23, 2025

For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.

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10 Easy Ways to Reduce Call Center Costs

by Anastasia Micic | Published On July 17, 2025

Struggling with high call center costs? Discover 10 proven strategies to reduce expenses without sacrificing customer service.

Full story
23 Best Practices for Call Center Quality Assurance

by Kent Mao | Published On July 5, 2024

Follow these QA best practices to enhance your call center and improve customer satisfaction.

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Slice of ice Recap: Navigating iceMonitor

by Anastasia Micic | Published On June 28, 2024

On Wednesday, June 19th, 2024, ComputerTalk showcased how to navigate iceMonitor in our Slice of ice session.

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How to Integrate Your Call Center with Salesforce

by Kent Mao | Published On May 16, 2024

You may be familiar with Salesforce as a CRM platform, but did you know that it can enhance your call center too?

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Speech Analytics Tools for Call Centers: A Guide

by Kent Mao | Published On May 10, 2024

The right data is essential for improving your call center operations. Speech analytics tools can help unlock the hidden data in every call.

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Slice of ice Recap: Introducing ice Contact Center 13

by Nicole Robinson | Published On April 25, 2024

On Wednesday, April 17, 2024, ComputerTalk presented our latest version of ice Contact Center, ice 13, in our Slice of ice session.

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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.

How to Meet KPIs and Boost Customer Satisfaction

Boost customer satisfaction with call center optimization strategies. Learn how to effectively measure and meet vital KPIs to excel in today's competitive market

The Step-by-Step Guide to Agent Scorecards

For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.

Call Centers vs. Contact Centers – What You Need to Know

Uncover the critical differences between call centers and contact centers, and choose the right model for enhanced customer service.

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