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Legacy contact centres meet modern conversational AI

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Group 1528

CLIENT Enterprises with Legacy VXML / IVR Contact Centres

INDUSTRY Contact Centre / Customer Experience (CX)

BUSINESS SIZE Large Enterprise

SOLUTIONS Oration by Convai

 

65%

 of businesses invest over $2 million yearly in legacy system maintenance.

96%

 of businesses rely on some
form of legacy technology.

75%

 of IT professionals spend 5 to 25 hours weekly on legacy system maintenance. 

3 in 5

 IT leaders said their data stack experiences moderate to severe negative impact due to technical debt that includes outdated code. 

 

$1.8T

 is lost in business productivity every year due to outdated technology.

51%

 of customers experience frustration due to disconnected contact centre systems and tools.

96%

 of customers will cut ties with a company after a bad service experience.

 

A modern, cloud-based solution: Conversational AI

These success metrics from our live production systems demonstrate the tangible benefits you can expect.

 

  • 43% reduction in average handling times.

  • 30% reduction in average speed to answer.

  • 20% reduction in average speed to answer.
Outcome

Increased contact centre throughput and reduced labour costs.

 

  • Over 95% intent classification rate.

  • 50% decrease in contact centre transfer rate.
Outcome

Improved first contact resolution rates.

 

  • 30% increase in post-call survey uptakes.

  • 15 point increase in Net Promoter Score.
Outcome

Enhanced customer loyalty and feedback tracking.

 

  • 75% uptakes for deflection option.

  • 33% decrease in product return queries.

  • 30% increase in self-service verification rates.

  • $1.3 million in savings with channel deflection.
Outcome

Increased customer autonomy and cost savings.

 

  • Over 500 microchanges made per month by business users without IT help.

  • 25% reduced operational costs and increased user adaptability
Outcome

Increased contact centre throughput and reduced labour costs.

 

The platform forward

Oration® by Convai is a contact centre platform that leverages conversational AI to transform customer service capabilities.

Oration Logo_Stacked

 
Minimal migration disruptions

Seamless migration path from legacy VXML IVR applications. Leverages AWS services to provide a comprehensive overlay for Amazon Connect.
AI-powered features for efficiency

Harness AI to design intricate conversational flows that elevate self-service and concierge functions, complementing your existing routing, identification and self-service tools.
Empowers business users

Monitor, manage and make micro-changes regularly without IT help. Build and introduce new call flows for different call types. Intuitive interface and visual tools require no specialised technical skills.
Reduce IT burden

Free IT to focus on strategic projects. Reduce IT workload and allow for faster response to business needs.

 

Convai: innovative, accessible and committed to transforming customer interactions.

Discover how automated intelligent conversations can significantly boost customer satisfaction and reduce your operational costs.

Contact us today

 

Overview of how Oration works

Watch Oration in action to see how easy it is to use and how it can better manage the conversations in your contact centre operations.

 

Discover Oration’s features

You can configure Oration’s features to your contact centre’s needs with or without Convai’s help - you choose what works best for you.

Explore all features

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