Contact Centre Dashboard

What is a graphical user interface dashboard?

Oration’s intuitive and straightforward Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution. Through the UI, call flows are easy to view and manage in real-time, so contact centre managers can set the context and intent of individual calls and design the right outcome for every type of interaction.

How does a Graphical user interface dashboard work?

Oration’s simple web-based interface is specially designed so contact centre administrators have full transparency over call flows and can take control of the customer experience without the help of IT. While reports can offer detailed insights around call profiles and caller intents over time, the Graphical User Interface also includes advanced features which offer actionable insights like potential areas for improvement, and even the ROI being delivered by Oration through its current configuration. Importantly, the interface allows contact centre managers to make improvements based on these insights through a series of actions designed to refine or reshape caller journeys and experiences.

For example, setting up targeted banners to be assigned to specific caller intents. The unique simulator function also allows contact centre managers to test their newly created caller experiences before rolling out any changes to the live system.

What makes Oration different?

As an entirely cloud-based solution, it’s easy for contact centres to manage who has access to the Graphical User Interface and what rights they have to make changes when they’re signed in.

For example, with teams made up of many different roles, contact centre managers can decide how to assign responsibilities accordingly such as who simply has access to reports and who can create and adjust call journeys.

Discover our features

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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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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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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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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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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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

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

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

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

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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Identify

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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