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

Company News and Culture

Eric Prits: Growing My Career At ComputerTalk

by Eric Prits | Published On March 24, 2025

My journey first started at ComputerTalk back in 2019, right out of university, on the Application Development team.

When I first started, I had no idea what to expect. I knew that I would be building out call flows for customers but that was about it. It turns out I got to do a little bit of everything; some days it was a 1-day project adding callback for a customer, while other days were spent working on year-long projects integrating with a client’s 3rd party chatbot or CRM. I loved the constant new challenges and problems to solve. I also got to work with all sorts of cool and helpful people in the company from across nearly every function. There was always something new to learn.

Transitioning to Research and Development

As I gained experience on the Application Development team, I found myself drawn to more complex projects. I was approached by People Function with an opportunity to move to the Research and Development (RnD) team. I was thrilled to be offered this chance to expand my knowledge and take on new challenges.

Embracing Collaboration and Innovation in RnD

Since I began working in RnD, I have loved the collaborative nature on the team. I regularly get to work with other great developers and Quality Assurance resources on my projects. I also feel that my voice is always heard; if I have an idea of how a feature should be developed or implemented, I am free to bring it up and it will be discussed and considered. With a product as involved as ice, there are always new and exciting features and challenges to tackle, so I look forward to what is to come!

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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.

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