Kiwibank gains flexibility, adaptability and control

Kiwibank - Case study-01

Is it possible to update traditional IVR platforms without impacting existing contact centre operations? 

Just ask one of New Zealand’s largest financial institutions, Kiwibank, how they did it and you’ll get this answer: Oration by Convai - an easy-to-implement, low-cost contact centre plugin.

The results? A faster, more agile and versatile IVR solution that didn’t compromise customer experience throughout the implementation phase. Other benefits include:

  • Data enhanced call-routing
  • Secure verification and identification of caller identity
  • Easy reconfiguration of caller experiences by contact centre managers in real-time themselves
  • Data capture of caller intent to give agents clear insight into the purpose of a call.