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What is Photo Uploads?

Callers can take and upload photos to help the contact centre agent understand their issue, improving the customer experience and reducing handling time. This feature is particularly useful for technical support or making claims with photographic evidence.

How does Oration’s Photo Uploads feature work?

Oration's Photo Uploads feature allows customers to take photos that can help their call with an agent. The feature can be triggered at any point in the call flow, and it can be set up to either ask the customer if they want to take a photo or automatically send them a link to do so via SMS.

For example, a caller calls about an internet issue and Oration offers Photo Uploads to help troubleshoot. The caller accepts and an SMS is sent with a link to take a photo of the router lights. The photo is saved and presented to the agent helping to fix the internet issue through the screenpop.

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 improves the caller experience by adding a digital aspect to the IVR system through Photo Uploads, making the customer experience better and reducing the time it takes to handle a call.

Oration: Photo Uploads feature

Oration
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Oration will:

  • Reduce average handling times Reduce average handling times
  • Identify and verify your callersIdentify and verify your callers
  • Increase uptake to self-serviceIncrease uptake to self-service
  • Provide targeted banners Provide targeted banners
  • Facilitate a digital channel shiftFacilitate a digital channel shift
  • Improve agent and customer engagement Improve agent and customer engagement
  • Support speed to competencySupport speed to competency
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Overview of how Oration works

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