What is Contact Centre Agent View?
The Contact Centre Agent View uses Oration's advanced speech recognition technology to convert a caller's speech to text and show it to the agent before they answer the call, allowing for faster query resolution.
How does Oration’s Contact Centre Agent View feature work?
Oration's Contact Centre Agent View works by transcribing the caller's response and any other relevant information such as intent or customer number. This information is then sent to the Contact Centre Platform and displayed to agents in a ‘screenpop’ before they answer the call.
What makes Oration different?
Oration is an easy-to-use contact centre plugin designed to be implemented as an overlay to your existing contact centre technology infrastructure. A SaaS cloud-based solution, Oration can be up and running within a matter of days.
What makes Oration different is the ability to transcribe everything a caller says using advanced speech recognition and show it to the agent before they answer the call via the Contact Centre Agent View feature. This allows agents to be prepared and personalise their greeting, while important information is also displayed in the same screenpop, saving time. Oration's easy integration with CRM systems allows agents to efficiently use the information they see.