Contact Center Blog

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

The Four Pillars of Customer Service: Process Orchestration

by Erina Suzuki | Published On December 17, 2021

Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise.

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The Four Pillars of Customer Service: Getting Connected

by Shaundalee Carvalho | Published On December 10, 2021

Good customer service is often thought of as simply responding to questions promptly and accurately, which is a good place to start. But when it comes to providing excellent customer service, there’s more to it than that.

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7 Customer Service Tips for Optimizing Your Contact Center this Holiday Season

by Shaundalee Carvalho | Published On December 2, 2021

The end-of-year holiday season is often one of the most joyous seasons for celebrating with family and friends. However, it is also one of the busiest and most important seasons of the year for customer service. High volumes of holiday purchases naturally lead to high volumes of inquiries related to availability of products, return and exchange policies, terms of sales, and more. That’s why it’s especially important to make sure your contact center is prepared for the holidays. Read on to learn 7 tips for getting your contact center prepared for the season!

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6 Ways to Support Your Contact Center Employees Working from Home

by Shaundalee Carvalho | Published On November 11, 2021

Recreate the Office Environment, Skip the Commute

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5 Ways to Learn More About ice Contact Center

by Shaundalee Carvalho | Published On August 27, 2021

During our last Slice of ice webinar, we announced that we would be taking a break from the monthly format for our Slice of ice series. While we won’t be hosting a new webinar for the next few months, we still have plenty of resources available on ice and all things contact center! Check them out:

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

by Shaundalee Carvalho | Published On August 6, 2021

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

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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.

BLOGS

IVR Benefits

Gain

Automated Speech Recognition

IVR and Contact Center Continuity

Outbound IVR

The Four Pillars of Customer Service: Process Orchestration

The Four Pillars of Customer Service: Getting Connected

7 Customer Service Tips for Optimizing Your Contact Center this Holiday Season

6 Ways to Support Your Contact Center Employees Working from Home