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.

Full story
Copilots for Customer Service and New Developer Tools - Microsoft Ignite 2023

by Chris Bardon | Published On November 24, 2023

Microsoft Ignite 2023 just wrapped up, and the first thing I'll say is that the organizing team clearly listened to the feedback from last year, because the event as a whole was significantly improved over 2022.

Full story
ComputerTalk releases ice 12.1

by Erina Suzuki | Published On November 22, 2023

Cloud Contact Center Solution with Tethr and Community WFM Integration

Full story
Staff Spotlight: Vincent Yong

by Vincent Yong | Published On July 28, 2023

My journey with ComputerTalk started in summer of 2017. I finished my last year of my Software Engineering degree from the University of Guelph in April and decided to take a well-deserved break after completing my degree.

Full story
ComputerTalk’s ice Contact Center Leads in Ease of Customization Category

by Anastasia Micic | Published On July 7, 2023

ComputerTalk is pleased to announce that we have been scored as a leader against competitors in the Ease of Customization category in InfoTech Research Group’s Software Reviews.

Full story
How are Microsoft Teams Contact Centers Transforming the Customer Service Industry?

by Erina Suzuki | Published On June 27, 2023

Revolutionizing the world of customer communication and support, Teams-certified contact centers are a game-changer in today's dynamic digital landscape, delivering seamless and engaging interactions that redefine the customer experience.

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

by Shaundalee Carvalho | Published On May 30, 2023

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.

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.

Copilots for Customer Service and New Developer Tools - Microsoft Ignite 2023

Microsoft Ignite 2023 just wrapped up, and the first thing I'll say is that the organizing team clearly listened to the feedback from last year, because the event as a whole was significantly improved over 2022.

Staff Spotlight: Vincent Yong

My journey with ComputerTalk started in summer of 2017. I finished my last year of my Software Engineering degree from the University of Guelph in April and decided to take a well-deserved break after completing my degree.

7 Essential 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.

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Top 5 Advanced Capabilities of Microsoft Teams Integrated Contact Centers

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

7 Essential 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.

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...