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

Top 5 Advanced Capabilities of Microsoft Teams Integrated Contact Centers

by Nicole Robinson | Published On February 22, 2024

The integration of Microsoft Teams into contact centers marks a significant impact in business communication today.

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Are you attending Microsoft Ignite 2022?

by Erina Suzuki | Published On October 11, 2022

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

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

by Erina Suzuki | Published On September 29, 2022

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.

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3 Ways to Improve Efficiency in Your Contact Center

by Shaundalee Carvalho | Published On September 14, 2022

Here are a few best practices that you can use in your contact center to boost efficiency.

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4 Ways Financial Institutions Are Elevating Their Customer Experiences

by Erina Suzuki | Published On August 5, 2022

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.

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Check out these 6 Cool Features to Enhance Your Microsoft Teams Experience (Part 2)

by Erina Suzuki | Published On July 22, 2022

Microsoft Teams offers a variety of intuitive features to enhance collaboration and communication. Yet there are various features many Teams users are not aware of. Check out these 6 helpful features so you can further enhance your Teams experience!

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What are the Differences Between the 3 Models of Microsoft Teams Contact Center Certification?

by Shaundalee Carvalho | Published On June 27, 2022

Everyone knows that Microsoft Teams is a popular tool for organizational communications.

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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.

Protect your Contact Center Data with ice

Slice of ice Recap: Security and Standards – Mitigating Security Risks On Wednesday, May 19th, ComputerTalk presented their latest Slice of ice webinar, Security and Standards – Mitigating Security Risks. In this session, Jason Ellis of the Sales Operations team discussed...

What are the Differences Between the 3 Models of Microsoft Teams Contact Center Certification?

Everyone knows that Microsoft Teams is a popular tool for organizational communications.

Find out 3 ways a modern contact center solution reduces operating costs

Whether businesses handle 100 or 10,000 inquiries a day, a modern contact center is a must to effectively streamline communication. There are several ways contact center solutions allow you to operate more efficiently, which leads to reduced costs. Keep reading...

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4 Ways ice Contact Center Helped a Retailer Save Time and Money

For over 30 years, ComputerTalk has been helping organizations provide outstanding customer experiences.

ComputerTalk’s ice Contact Center Becomes Microsoft Teams Connected Contact Center Certified

ComputerTalk is pleased to announce our completion of the Microsoft Teams Connected Contact Center Certification Program, becoming one of the first partners to receive the certification. As a certified partner solution, ComputerTalk showcases our decades-long commitment to strengthen our products...

Find out 3 ways a modern contact center solution reduces operating costs

Whether businesses handle 100 or 10,000 inquiries a day, a modern contact center is a must to effectively streamline communication. There are several ways contact center solutions allow you to operate more efficiently, which leads to reduced costs. Keep reading...