Collect Caller Feedback

What is Survey?

With Oration’s Survey, organisations can offer their customers easy and straightforward voice-based surveys as part of their caller experience. With the ability to simply verbalise their responses, your customers will be more likely to participate in surveys and offer valuable insights which help you improve the customer experience. Survey can be used to ask the following question types:

NPS – Questions that ask callers to rate their experiences on a scale of 0-10
CSAT – Where customers are asked to rate their satisfaction on a range-based scale such as from “extremely unsatisfied” to “extremely satisfied”
Yes or no response questions
Freeform – Where customers are invited to respond to questions verbally and the verbatim is transcribed and analysed for issues or positive feedback.

Using Survey by Oration, it’s possible to configure any number of questions, and you can even link further questions to previous responses to elicit deeper insights, such as asking “Why did you give that rating?”. To show how your organisation is performing in real-time and over time, Survey also gives you the benefit of its reporting feature which shows a summary of captured data. Reports might include the NPS score over a given period or in relation to a specific product, service, or department, for example.

How does Oration’s Survey feature work?

Oration’s Survey enables organisations to create bespoke surveys that are triggered during phone conversations. Importantly, administrators have the option to build multi-step surveys that callers can either respond to verbally or by pressing DTMF keys on their phone.

Asking questions at the end of a call means you’ll gain more valuable insights because the experience is still fresh in the mind of your customer. What’s more, the promptness of Survey’s questions following the call, along with the option to respond freely with natural language, encourages a higher uptake compared to other delayed forms of surveys such as follow-up emails or text surveys. The timeliness of the survey and ease of responding also reinforces a positive customer experience.

What makes Oration different?

With Oration’s Survey, your organisation will be instantly equipped with the sophisticated technology to create and manage surveys that are most suitable and effective for the different types of interactions you have with your customers. Aside from encouraging more valuable and actionable insights from your customers thanks to Survey’s seamless interactions and ease of responding, Survey by Oration also offers organisations the flexibility to continually update surveys as required and gain insights at any time from its user-friendly built-in reporting feature.

Discover our features

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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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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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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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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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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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

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

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

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

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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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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