Intelligent Call Routing

What is Intelligent Call Routing?

Intelligent Call Routing (ICR) makes sure that the large number of calls received by contact centres are directed to the right place. ICR uses Advanced Speech Recognition (ASR) to understand the words spoken by the caller when they respond to an automatic greeting and assigns a purpose or ‘intent’. This intent is then used to decide the best next step, which could include transferring the call to a specific agent or call queue, playing a voice message, offering self-service options or a switch to a different digital channel. The goal of ICR is to customise the customer's experience and provide a positive outcome.

BENEFITS AND RESULTS: INTELLIGENT CALL ROUTING

10%+

Reduce agent workload by 10% through improvement in self-service discovery and identification of deflection opportunities

20%+

Improved First Contact Resolution (FCR) by +20% reduction in internal transfers

Eliminates the need for a customer to navigate complex IVR menus.

How does Oration’s Intelligent Call Routing feature work?

Oration answers a call by asking a simple open-ended question, like "How can we help you today?". This allows the caller to freely express their reason for the call, instead of being restricted by a traditional menu-based system. Oration's advanced interpreter maps the caller's response to an ‘intent’ which then triggers an action, such as asking follow-up questions, playing a voice message, transferring the call or offering self-service options. The contact centre managers have control and can see the types of calls and create custom experiences for the caller through an easy-to-use interface.

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 starts calls by asking a simple open-ended question “How can I help you today?”, giving unlimited options to route the call to the best outcome. This can reduce the number of calls to agents and time spent on the phone, making it easier for callers who don't need to fit their requests into a limited menu. Oration's ICR uses information from the caller and other systems, such as a CRM, to decide the next step.