What is Receptionist?

Oration’s Receptionist is designed to do exactly what you’d expect – ask your callers who or which department they’d like to speak with before automatically putting the call through according to their request. Importantly, our virtual receptionist offers two key advantages:

  • Customers can seamlessly reach specific staff members in your organisation without relying on a human receptionist to make the connection. If you have a lot of staff who take frequent calls, this means you won’t need a full-time receptionist to handle incoming calls, nor will your customers have to wait on hold before being put through.
  • Eliminates traditional tiered menu systems making it so much easier for callers to navigate to the right department. For example, if you have several stores or office locations with multiple departments across each, customers can simply say the department name and Receptionist will put them straight through.

Using Receptionist in your business will enable you to instantly transform the customer experience, reduce frustration for your staff and customers, and re-allocate valuable resources to more productive, revenue-generating work.

Practical Example/Diagram

Reception Conversation
Reception Transfer to agent

How does Oration’s Receptionist work?

Working out exactly which department or person a customer is calling for isn’t always straightforward, but Receptionist is configured to understand the sometimes-complex dialogue steps that are necessary to reach the right outcome. Imagine a scenario where there is more than one staff member with the same name; Receptionist has the capability to ask appropriate follow-up questions to determine the correct person, such as asking the caller “Is that in Sales or Engineering?”.

As a data-driven solution, it’s easy for administrators to provide all the information needed to ensure Receptionist always connects callers with the right person or department. Staff names, departments, locations, and phone numbers can all be loaded from your existing directory systems or be added or updated manually.

What makes Oration different?

With Oration’s Receptionist, all your organisation needs to do is ensure Receptionist is equipped with the correct data to direct callers to the right person or department; everything else is already taken care of before the solution is integrated into your business. For example, Receptionist’s sophisticated built-in technology already knows how to construct the right questions, and when to ask them, to determine the precise person or department the caller is trying to reach.

All of Oration’s cloud-based functions are designed for transparency, so administrators can see where calls are being sent, and why, while giving them the tools to improve success rates – such as highlighting issues upfront and making it easy to update information. Imagine a scenario where callers attempt to reach a staff member using an unknown abbreviated name or nickname; Receptionist will surface this issue and make the task of adding common synonyms to names simple and straightforward, so future calls are handled correctly.

  • 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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Features Identify Identify

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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C_icon_Features_Survey_small Survey
Survey by Oration allows you to create your own voice-based surveys as part of the caller experience, giving you more reliable insights.
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Features__Reception Receptionist
Oration’s Receptionist can take the hard work out of handling incoming calls, automatically connecting callers with the right person or department.
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Features__Photo uploads Photo uploads
Photo uploads enable a caller to upload photos at any stage of the customer journey to enhance their customer experience and reduce handling times.
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