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

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.

Our journey from hardware-based systems to software integrated with Microsoft Skype for Business, and now to a fully cloud-native solution leveraging Microsoft Teams and Azure Communication Services.

Hardware Foundations

When I first joined ComputerTalk, much of our platform was hardware-driven. My early work involved understanding the inner workings of telephony and system infrastructure, building a strong foundation in reliability, scalability, and real-world customer requirements.

Transition to Software: Skype for Business

The first major shift was moving from hardware-dependent solutions to software-based deployments with Microsoft Skype for Business. I helped re-architect core components to integrate deeply with Skype for Business, enabling enterprise-grade contact center capabilities while retiring legacy hardware. This experience taught me the importance of designing systems that are interoperable, scalable, and user-focused.

Cloud Transformation: Microsoft Teams + Azure Communication Services

The next leap was taking our ice Contact Center into the cloud with Microsoft Teams and Azure Communication Services. I was deeply involved in modernizing the platform to be fully cloud-native, ensuring it could deliver voice, chat, and video interactions seamlessly while remaining secure, compliant, and highly scalable. This stage challenged me to think differently about architecture, integration, and performance, and it was incredibly rewarding to see the team embrace new technologies and deliver a next-generation experience for our customers.

Lessons and Reflections

Being part of this transformation taught me the value of adaptability, long-term architectural thinking, and strong collaboration. Leading these projects helped me grow as both an engineer and a mentor, guiding teams through complex change while delivering tangible impact to our customers.

Looking Ahead

I’m proud to have played a role in this journey from hardware to software to cloud. The work we’ve done positions ComputerTalk to continue innovating in the modern contact center space — and I’m excited for the next chapter of growth, technology, and collaboration.

Staff Spotlight

More from our blog

ComputerTalk and VNEXT: Partners in Providing Full-Service Telephony Migration to Microsoft Teams

We are pleased to announce that we have partnered with VNEXT Group to provide customers with full telephony and unified communications (UC) migration to Microsoft Teams, including the contact center.

Troubleshooting Tips for ice (Part 2)

For this week's blog, Robert Luciani, Client Support Function Owner at ComputerTalk, will guide us through several troubleshooting tips for both users and supervisors. First, we will address common inquiries regarding iceBar. Inquiries include resetting iceBar and error messages users...

Gamification for Contact Centers: The Ultimate Guide

Imagine a contact center where work doesn't feel like a daily grind, but more like an exciting game that everyone's eager to play.

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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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