ORATION FEATURE

Identify

Identify and verify callers before they reach the agent.

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What is Identify?

Identify helps verify the identity of callers to a contact centre. It uses verification questions and voice biometrics for added security. The system can validate a caller's identity by simply asking for their identity number or phone number, reducing the number of questions. The identity data is encrypted to ensure that no private information is stored.

Identify

 

BENEFITS AND RESULTS: IDENTIFY

Reduce average handling time for verification of a caller’s identity by 45s+
45s+
Reduce average handling time for verification of a caller’s identity by 45s+
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50%+
Increase self-service verification by up to 50% (dependent on industry) relative to other methods such as ID number and PIN
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Reduce customer effort for verification.

How does Oration’s Identify feature work?

When a caller calls through to a contact centre, Identify checks their information against their mobile number or identity number. If the caller is registered for voice biometrics, the system asks them to speak their mobile number or already registered token as an identity token. This helps verify their identity without requiring additional questions. If the caller is not registered for biometrics, the system asks for information such as name, date of birth and address.

Non-enrolled callers can easily enrol in biometrics by simply speaking their mobile number three times. When the call reaches the contact centre, the agent can activate the enrollment for added security. Other information such as date of birth can also be added if necessary.

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. Oration has an import feature that allows clients to securely upload their identity to the database. The data is encrypted within the browser and sent to Oration for storage. Oration's Identify feature also includes an optional Lambda integration that connects to a client's host API. The Lambda sends a core ID number (such as a phone number) to the API and uses it to verify the information. This process is efficient and easy to set up, requiring no integration for smaller clients.

Oration: Identify feature

Identify

 

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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