Intelligent Call Routing

Intelligent call routing

What is Intelligent Call Routing?

Intelligent Call Routing (ICR) is responsible for ensuring the huge volumes of calls received by contact centres are always matched to the right outcome. With ICR, the natural language used by a caller when responding to an automatic greeting is interpreted using Advanced Speech Recognition and assigned with an intent, which is then used to determine the next best action.

A huge range of actions (routing options) can be applied through ICR, such as transferring to a specific call queue or agent or playing a targeted voice banner that gives the caller the information they’re looking for. With the potential to include an extensive range of routing options, ICR can also offer callers self-service options or the chance to switch to other digital channels – whatever it takes to tailor the customer’s journey to their individual needs and deliver a positive experience.

 

Intelligent Call Routing

How does Intelligent Call Routing work?

Oration starts an interaction by asking the caller a simple open question like “How can we help you today?”. Presenting an open question upfront allows the caller to freely state their reason for the call and is completely unrestricted, unlike traditional menu-based systems.

The sophisticated interpreter used by Oration maps a caller’s response to an intent that triggers an action such as asking another question to gather more information, playing a targeted voice banner message, transferring to a call queue, or offering self-service. ICR offered by Oration works alongside an easy-to-use interface where contact centre managers have transparency over call types and can create and customise any number of caller experiences tailored to specific caller needs.

What makes Oration different?

By asking a simple open question when answering a call, Oration opens unlimited routing options to ensure every caller reaches the most appropriate outcome the first time. While this has the potential to reduce the number of calls reaching agents and time spent on the phone, it makes life easier for callers who don’t need to match their queries to a restrictive menu structure. ICR by Oration is highly data-driven, using the information provided by the caller on the phone as well as unique customer data provided by other systems, such as a CRM, to determine the next best action.

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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