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 the 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.
- 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
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.
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.
Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.
Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.