Oration feature

Contact Centre Agent View

See caller responses before picking up the phone.

Contact centre agent view

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.

C_Web_Contact centre agent view Diagram

BENEFITS AND RESULTS: CONTACT CENTRE AGENT VIEW

eliminate-agents-icon
Eliminate agents asking for data the caller has previously provided to the interactive voice response (IVR)
enable-average
15+
Enable average handling time (AHT) savings of 15s+
reduce-it
Reduce IT change requests as the IVR flow changes.

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.

Oration: Contact Centre Agent View feature

Automated KYC Verification

 

Oration will:

Reduce average handling times
Reduce average handling times
Identify and verify your callers
Identify and verify your callers
Increase uptake to self-service
Increase uptake to self-service
Provide targeted banners
Provide targeted banners
Facilitate a digital channel shift
Facilitate a digital channel shift
Improve agent and customer engagement
Improve agent and customer engagement
Support speed to competency
Support speed to competency

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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How AI-powered technology can help transform your contact centre

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