Legacy contact centres meet modern conversational AI

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A national courier company implemented Oration to optimise their contact centre. The solution efficiently handled mobile callers by redirecting them to web chat agents and automated package tracking updates.

Client

THE COST OF OUTDATED CONTACT CENTRE TECHNOLOGIES

Group 612 (2)
of businesses invest over
$2 million yearly in legacy
system maintenance.
Group 615-1
of businesses rely on some
form of legacy technology.
Group 618-1
of IT professionals spend 5
to 25 hours weekly on legacy system maintenance.
3 in 5 IT leaders
3 in 5 IT leaders said their data stack experiences moderate to severe negative impact due to technical debt that includes outdated code.
Outdated technology costs
Outdated technology costs
businesses $1.8 trillion in
productivity losses per year.
Group 633-1
of customers experience
frustration due to disconnected
contact centre systems and tools.
Group 615-1
of customers will cut ties
with a company after a bad
service experience.

A MODERN, CLOUD-BASED SOLUTION: CONVERSATIONAL AI

These success metrics from our live production systems demonstrate the tangible benefits you can expect.

 

43%
reduction in average handling times.
30%
reduction in average speed to answer.
20%
reduction in average speed to answer.
Outcome: increased contact centre throughput and reduced labour costs
OVER
95%
intent classification rate.
50%
decrease in contact centre transfer rate.
Outcome: improved first contact
resolution rates
30%
increase in post-call survey uptakes.
15
point increase in Net Promoter Score.
Outcome: enhanced customer
loyalty and feedback tracking
75%
uptakes for deflection option.
33%
decrease in product return queries.
30%
increase in self-service verification rates.
$1.3
million
in savings with channel deflection.
Outcome: increased customer autonomy and cost savings
OVER
500
microchanges made per month by business users without IT help.
25%
decrease in contact centre operation costs.
Outcome: reduced operational costs and increased user adaptability

THE PLATFORM FORWARD:

Group 674

Oration® by Convai is a contact centre platform that leverages conversational AI to transform customer service capabilities.

Minimal migration disruptions
Minimal migration disruptions
Seamless migration path from legacy VXML IVR applications.
Leverages AWS services to provide a comprehensive overlay for Amazon Connect.
AI-powered features for efficiency
AI-powered features for efficiency
Harness AI to design intricate conversational flows that elevate self-service and concierge functions, complementing your existing routing, identification and self-service tools.
Empowers business users
Empowers business users
Monitor, manage and make micro-changes regularly without IT help.
Build and introduce new call flows for different call types.
Intuitive interface and visual tools require no specialised technical skills.
Reduce IT burden
Reduce IT burden
Free IT to focus on strategic projects. Reduce IT workload and allow for faster response to business needs.
AWS

Convai: innovative, accessible and committed to transforming customer interactions.

Discover how automated intelligent conversations can significantly boost customer satisfaction and reduce your operational costs.
Contact us today
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Discover Oration’s features

You can configure Oration’s features to your contact centre’s needs with or without Convai’s help - you choose what works best for you.

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Overview of how Oration works

Watch Oration in action to see how easy it is to use and how it can better manage the conversations in your contact centre operations.

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