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

Contact Center CX Trends for 2026: The Investments That Deliver Results

by Nicole Robinson | Published On December 3, 2025

AI has moved out of pilot mode and into core operations, and budget holders want results, not experiments. They want faster resolutions, fewer repeat calls, and higher first contact resolution.

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AI in Education Contact Centers: Key Use Cases Driving Efficiency

by Nicole Robinson | Published On September 4, 2025

Let’s talk about what’s happening inside a typical education contact center right now.

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Speech Analytics Tools for Call Centers: A Guide

by Kent Mao | Published On May 10, 2024

The right data is essential for improving your call center operations. Speech analytics tools can help unlock the hidden data in every call.

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How Conversational AI Can Enhance Customer Service in 2025

by Erina Suzuki | Published On September 28, 2023

Customer satisfaction is critical to running a successful business but maintaining a full-time customer service team can be expensive. This has often forced companies into a dilemma: choose between high customer satisfaction with higher operational costs or settle for lower costs with potentially dissatisfied customers.

Full story
ComputerTalk and Tethr Slice of ice Recap – Optimize Your Contact Center with AI Analytics

by Shaundalee Carvalho | Published On May 12, 2023

On Wednesday, May 3rd, ComputerTalk, in partnership with Tethr, presented our latest Slice of ice webinar, Optimize Your Contact Center with AI Analytics.

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.

Contact Center CX Trends for 2026: The Investments That Deliver Results

AI has moved out of pilot mode and into core operations, and budget holders want results, not experiments. They want faster resolutions, fewer repeat calls, and higher first contact resolution.

How Conversational AI Can Enhance Customer Service in 2025

Customer satisfaction is critical to running a successful business but maintaining a full-time customer service team can be expensive. This has often forced companies into a dilemma: choose between high customer satisfaction with higher operational costs or settle for lower...

Speech Analytics Tools for Call Centers: A Guide

The right data is essential for improving your call center operations. Speech analytics tools can help unlock the hidden data in every call.

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AI in Education Contact Centers: Key Use Cases Driving Efficiency

Let’s talk about what’s happening inside a typical education contact center right now.

How Conversational AI Can Enhance Customer Service in 2025

Customer satisfaction is critical to running a successful business but maintaining a full-time customer service team can be expensive. This has often forced companies into a dilemma: choose between high customer satisfaction with higher operational costs or settle for lower...

Contact Center CX Trends for 2026: The Investments That Deliver Results

AI has moved out of pilot mode and into core operations, and budget holders want results, not experiments. They want faster resolutions, fewer repeat calls, and higher first contact resolution.