Frequently Asked Questions

Below are some of our frequently asked questions, click each to see the answers.

  • What is IVR?
    IVR stands for ‘interactive voice response’. It is an automated phone system that allows collection of information from callers in order to route their call, or provide self-service to contacting on the phone channel. IVR may use voice response or the keypad to interact with callers.
  • How does IVR work?
    IVR systems have pre-recorded messages to answer caller questions and use menu options via touch-tone keypad selection or speech recognition to route calls to relevant departments.
  • What is an IVR example?
    An IVR example includes calling a business and hearing “press 1 for customer service”, “press 2 for sales” and “press 0 to speak to an operator”. Once you key in your choice, your call is then routed to the extension, and you are either greeted by further voice recordings or a human operator.
  • How can voice verification help in a contact centre?
    Voice verification enables a customer’s voiceprint to be used as the security key to their account. Voice verification removes the need for contact centre agents to ask questions to validate a customer’s identity. This not only saves companies time and money but means the experience is faster and more convenient for callers.
  • What is KYC?

    KYC stands for 'know your customer'. KYC regulations require contact centres to accurately confirm they are speaking with the person a caller claims to be, which requires a high level of due diligence. Automated KYC Verification makes a fast and definitive confirmation without agent involvement.

  • How much time does automated KYC save?
    Automated KYC verification can be performed in seconds. Automated KYC verification makes a fast and definitive confirmation without agent involvement and can be configured to use voice verification technology to match callers with their stored voiceprint.
  • Is KYC a legal requirement in Australia?
    If you are a reporting entity, you must apply customer identification procedures to all your customers.
  • What are the advantages of automated intelligent call routing?
    1. A reduction in waiting times
    2. Elimination of time wastage and reduces costs
    3. Improves personalisation and customer satisfaction
    4. Increases first contact resolution
  • What is a CX platform?
    A customer experience (CX) platform refers to all the tools and systems in place to create and manage the modern contact centre. The platform includes call routing which directs callers to the best outcome for their query, the agent telephony and digital tools which enable agents to interact with callers either via phone or chat, workforce management tools, quality assurance tools to optimise agent performance and the customer journey, and a desktop interface that allows agents to link to third party data such as CRM software.
  • What is CX used for?
    CX is used to monitor how a business engages with its customers at any point of the customer journey with the aim being to improve customer experience metrics that have a positive impact on a business’s bottom line.
  • What is an example of a CX platform?
    Genesys Cloud, NICE CXOne, Amazon Connect are examples of CX platforms. Oration helps enhance these platforms by making it easy to deploy natural language solutions that route calls, enable automation and digital deflection.
  • What is CX vs UX?
    CX stands for customer experience. UX stands for user experience. CX encompasses all the customer interactions a consumer has with your brand; the entire customer journey. UX is actually a part of the CX journey as it focuses on the end-user, the person using the product or service.