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

Video Calling Customer Support Explained: When to Use It and When to Avoid It

by Gabriel De Guzman | Published On March 19, 2026

Video customer support reduces handle time and builds trust, but only in the right situations. Learn when to use it, when to skip it, and how to implement it in an omnichannel contact center.

Full story
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.

Full story
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
ComputerTalk ice Contact Center Announces Support for Microsoft Teams Phone extensibility

by Nicole Robinson | Published On March 17, 2025

Microsoft recently announced Microsoft Teams Phone extensibility at Enterprise Connect. ComputerTalk is excited to work with Microsoft on another early adopter project, continuing our commitment to innovation and seamless integration within the Microsoft ecosystem.

Full story
Microsoft Teams Call Center Partners: Benefits, Features and How to Choose the Right One

by Erina Suzuki | Published On September 11, 2024

Discover how Microsoft Teams call center partners enhance CX, streamline operations, and help businesses unlock Teams’ full contact center potential.

Full story
Microsoft Copilot for your Contact Center

by Nicole Robinson | Published On April 11, 2024

If you run a contact center, you know how important it is to respond to customers quickly and accurately.

Full story
How to Scale Call Center Operations with Microsoft Teams

by Anastasia Micic | Published On January 5, 2024

Learn how Microsoft Teams integration empowers call centers to scale efficiently, ensuring seamless operations and exceptional customer 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.

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.

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

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.

Video Calling Customer Support Explained: When to Use It and When to Avoid It

Video customer support reduces handle time and builds trust, but only in the right situations. Learn when to use it, when to skip it, and how to implement it in an omnichannel contact center.

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How to Scale Call Center Operations with Microsoft Teams

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ice, Teams, and Direct routing

One of the major improvements that Teams made over Skype for Business was the introduction of Direct Routing. In the SFB world, an onprem topology could be connected to the cloud for hybrid voice, but the architecture was complicated,...

Microsoft Copilot for your Contact Center

If you run a contact center, you know how important it is to respond to customers quickly and accurately.