Customer Experience (CX) Platform

C_icon_Features_CX-Platform

What is a Customer Experience (CX) Platform?

A Customer Experience Platform refers to all the digital 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.

 

CX Platform

How does the Customer Experience Platform work?

Oration easily integrates and becomes part of your Customer Experience Platform, overlaying and enhancing the native capabilities of your existing tools and functions. Specifically, Oration takes aim at improving the caller journey by allowing callers to reach the best outcome for their request the first time, without having to navigate complex yet limited multi-layer menus. Using Oration, contact centre professionals have the power to build, manage and fine-tune the customer experience through an advanced and intuitive digital interface. Most importantly, Oration’s ease of use means contact centre professionals don't need specialist IT or speech technology skills to curate an exceptional and up-to-date customer experience.

What makes Oration different?

In contrast to traditional menu structures used in contact centres, Oration’s call routing technology asks callers a simple open question and understands the reason for the call through their natural language responses. While Oration combines the power of industry-leading Advanced Speech Recognition with sophisticated voice biometrics technology to securely serve customers in more ways than ever before, contact centre administrators can also ensure the caller experience stays in sync with changing business needs through ongoing supervised learning techniques.

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

Discover our features

C_icon_Features_Advanced speech recognition Advanced Speech Recognition

Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.

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C_icon_Features_Ongoing supervised learning Ongoing Supervised Learning

By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers. 

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C_icon_Features_Intelligent-call-routing Intelligent Call Routing

Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.

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C_icon_Features_Contact-centre-agent-view Contact Centre Agent View
With contact centre agents able to see what a caller has said before they pick up a call, they’re well prepared to quickly resolve queries without asking callers to repeat information.
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C_icon_Features_Graphical-user-interface-dashboard Graphical User Interface Dashboard

Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.

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C_icon_Features_Reporting-insights Reporting Insights
The Reporting Insights feature offered by Oration allows contact centre professionals to view and analyse call statistics to gain deeper insights such as top caller intents and AHT.
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CX Platform CX Platform
Your Customer Experience (CX) platform brings together the agent telephony, CRM, and all the digital tools you need to interact with callers either via phone or chat.
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Voice Verification Voice Verification
By simply saying their account or phone number, customers can use their pre-enrolled voiceprint to securely access their account or self-service over the phone.
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Automated KYC Verification Automated KYC Verification
Oration can automatically ask and confirm identification questions without agent involvement and can integrate Voice Verification technology to match callers with their stored voiceprint.
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Transcription Transcription

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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How AI-powered technology can help transform your contact centre

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Resources

Major financial institution gains flexibility, adaptability and control
Major financial institution gains flexibility, adaptability and control
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How BIG W improved efficiencies in their contact centre
How BIG W improved efficiencies in their contact centre
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Panasonic Australia reduced contact centre operation costs by 25%
Panasonic Australia reduced contact centre operation costs by 25%
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