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 10 Enterprise Contact Center Solutions in 2025

by Nicole Robinson | Published On April 2, 2025

In 2025, nothing has a bigger impact on any company’s chances of success than their approach to customer experience. Every interaction you have with a customer, whether it’s a sales call or a response to a service request, can make or break your chances of sustainable growth.

Full story
IVR for Utilities: Benefits, Trends, and Best Practices

by Erina Suzuki | Published On March 26, 2025

Learn all about how IVR solutions benefit utilities companies, and discover the best practices for using IVRs effectively in this guide.

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Eric Prits: Growing My Career At ComputerTalk

by Eric Prits | Published On March 24, 2025

My journey first started at ComputerTalk back in 2019, right out of university, on the Application Development team.

Full story
Introducing ice Contact Center 15: Why This Release Sets Us Apart!

by Nicole Robinson | Published On March 20, 2025

At ComputerTalk, innovation never stops — and we’re excited to announce that our newest version, ice 15, is now generally available as of May 5th, 2025!

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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.

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Internal Call Centers: A Complete Guide

by Anastasia Micic | Published On March 11, 2025

Think that call centers are just for managing customer-facing communications? Think again. In today’s fast-paced and ever-evolving business world, your employees need a streamlined and intuitive way to access support, share information, and submit inquiries too. That’s where an internal call center comes in to turbocharge team alignment.

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Customer Engagement Solutions: 6 Best Practices for Contact Centers

by Nicole Robinson | Published On March 5, 2025

Looking to enhance customer interactions and boost satisfaction? Discover best practices for contact centers using customer engagement solutions.

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.

Voice of the Customer (VOC): Benefits and Best Practices for Contact Centers

You already know that delivering consistently great experience to your customers is crucial to success in any industry. But, as customer expectations continue to evolve, understanding what customers want and need from your contact center can be complex.

The Top Trends in Healthcare Contact Centers to Watch in 2025

Trends in healthcare contact centers are shifting. In the past, budget and resource restrictions left many companies struggling to deliver consistent, intuitive, and memorable experiences to patients. Now, evolving technology, compliance standards, and consumer expectations mean healthcare companies can no...

ice Contact Center 14 is Here!

We’re pleased to announce the general availability of ice Contact Center 14! ice 14 includes a number of new features and functionalities that can enhance contact center operations and customer experiences.

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Voice of the Customer (VOC): Benefits and Best Practices for Contact Centers

You already know that delivering consistently great experience to your customers is crucial to success in any industry. But, as customer expectations continue to evolve, understanding what customers want and need from your contact center can be complex.

My adventures at ComputerTalk

ComputerTalk can be described as a 35-year-old start-up, characterized by its dynamic environment and reliance on fresh graduates. My journey with ComputerTalk began as an enthusiastic new graduate eager to embark on my career. Now, approaching my third year, I...