Contact Center Blog

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

What is a Contact Center?

by Erina Suzuki | Jun 2, 2023, 03:16 PM

A contact center is crucial to any business, as it manages all inbound and outbound customer communications. The scope of a contact center includes channels such as email, text messages, social media platforms, and live chats.

Full story
6 Software Integrations for Call Centers

by Erina Suzuki | Mar 10, 2023, 11:40 AM

Call centers can improve their operations and deliver superior customer service with powerful software integrations. These tools make it easier to streamline processes so that customers get the best possible experience from your team.

Full story
Here's How ComputerTalk Outperformed Competitors in Customer Satisfaction!

by Erina Suzuki | Oct 31, 2022, 12:04 PM

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 in overall composite score. The question is, how are these results determined? Continue reading to find out!

Full story
ComputerTalk is Sponsoring Surrey Hospitals Foundation’s Good Health Telethon and Radiothon

by Shaundalee Carvalho | Oct 21, 2022, 02:21 PM

ComputerTalk is pleased to announce that we will be sponsoring Surrey Hospitals Foundation’s 2022 Good Health Telethon and Radiothon on Saturday, October 22nd.

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Are you attending Microsoft Ignite 2022?

by Erina Suzuki | Oct 11, 2022, 02:03 PM

Ignite is an annual conference for developers and IT professionals hosted by Microsoft.

Full story
6 Ways How Contact Center Technologies Enhance Service Delivery in Government Sectors (+ Some Real-life Examples!)

by Erina Suzuki | Sep 29, 2022, 03:12 PM

Government entities are typically the first point of contact for the public to keep communities and their citizens informed. As a result, they receive a flood of inquiries and requests. Fortunately, contact center technologies can support and simplify these tasks.

Full story
4 Ways Financial Institutions Are Elevating Their Customer Experiences

by Erina Suzuki | Aug 5, 2022, 02:50 PM

Banking experiences have evolved greatly since the days of traditional banking. Over the past few years and partly as a response to the COVID-19 pandemic, financial institutions have incorporated technology to advance and enhance their customer banking experiences.

Full story

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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.

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...

Slice of ice Recap: iceSurvey for ice 11

On Wednesday, July 21st, ComputerTalk presented our latest Slice of ice webinar, iceSurvey. During this session, our Training Specialist, Kathika Uthayakumar, provided an overview of iceSurvey (version 11), explained how to create survey questions and survey runs, showed examples of...

6 Software Integrations for Call Centers

Call centers can improve their operations and deliver superior customer service with powerful software integrations. These tools make it easier to streamline processes so that customers get the best possible experience from your team.

More from our blog

4 Ways Financial Institutions Are Elevating Their Customer Experiences

Banking experiences have evolved greatly since the days of traditional banking. Over the past few years and partly as a response to the COVID-19 pandemic, financial institutions have incorporated technology to advance and enhance their customer banking experiences.

Are you attending Microsoft Ignite 2022?

Ignite is an annual conference for developers and IT professionals hosted by Microsoft.

Find out 6 ways you can reduce customer churn

Businesses invest significant resources to generate new leads and convert them into customers. While generating new leads is important for organizations, reducing customer churn for existing customers is just as crucial to any organization’s success.