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

Budgeting for a Modern Contact Center: Key Costs and Why They Matter

by Gabriel De Guzman | Published On January 21, 2026

This guide will break down the true cost drivers, highlight where smart contact center cost optimization pays off, and give teams a structure that aligns with customer needs.

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The Top AI Automations Every Contact Center Should Implement in 2026

by Gabriel De Guzman | Published On January 14, 2026

This guide introduces the top contact center AI solutions, from agent assist to AI self-service and conversational analytics, primed to support customer-focused teams in 2026.

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What's Next for Microsoft Teams Contact Centers: Predicting Microsoft's 2026 Roadmap

by Gabriel De Guzman | Published On December 9, 2025

Microsoft Teams is proving to be so much more than a collaboration hub for today’s companies. It’s turning into the place where voice, context, and AI live together, helping customer service agents move faster and supervisors act on data.

Full story
Slice of ice Recap: Enhancing Your Contact Center with Chat and Bots

by Gabriel De Guzman | Published On November 7, 2025

Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.

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10 AI Use Cases for Manufacturing and Supply Chain Contact Centers

by Gabriel De Guzman | Published On September 16, 2025

This blog explores how AI is transforming manufacturing and supply chain support, from intelligent virtual agents to predictive maintenance alerts, multilingual support, and more. Discover 10 practical AI use cases that reduce delays, improve communication, and keep operations running smoothly.

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Microsoft Copilot vs Agent Assist: Which is Best for Contact Centers?

by Nicole Robinson | Published On April 23, 2025

It’s safe to say that the contact center has entered its intelligent era. Artificial Intelligence has transformed from a novel concept into something that influences every customer-focused workflow and contact center application. AI isn’t just revolutionizing customer self-service either – it’s augmenting employees, giving every team member access to constant support and guidance.

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Why 99.99% Uptime Matters for Contact Centers – and How to Get There

by Anastasia Micic | Published On June 9, 2023

Every minute of downtime risks lost revenue and missed service commitments. With cloud-based solutions and tools like icePhone, your business can deliver consistent, 24/7 customer service.

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TOPICS

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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.

How ice Contact Center is Addressing Businesses’ Top Customer Service Challenges – Part 2

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

ice: The Contact Center for the Microsoft 365 Platform

One of the strengths of ice Contact Center has always been the application integration possibilities we offer. In the 30 years we’ve been in the industry, we’ve integrated into both commercial and bespoke CRM systems, databases of various stripes, workforce...

What's Next for Microsoft Teams Contact Centers: Predicting Microsoft's 2026 Roadmap

Microsoft Teams is proving to be so much more than a collaboration hub for today’s companies. It’s turning into the place where voice, context, and AI live together, helping customer service agents move faster and supervisors act on data.

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Microsoft Copilot vs Agent Assist: Which is Best for Contact Centers?

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5 Benefits of Adding Chat to Your Internal Help Desk

If you’ve ever contacted an organization’s customer support, you know how beneficial it can be to have the option to use webchat instead of a voice call.

The 12 ice Contact Center Tips of Christmas

If you’re familiar with the song, The 12 Days of Christmas, you know that the singer’s true love gives them some pretty impractical gifts, most of which are loud, inconvenient to take care of, and/or impossible to find the space...