Interactive voice response (IVR) systems traditionally use push button options to enable callers to navigate menus and reach agents or self-service options. These are complex systems that are difficult and costly to adjust and maintain. The new era of IVR allows businesses or those running the contact centre to create their own call flows through flexible and highly functional Customer Experience (CX) Platforms that can recognise any number of caller intents from a person’s natural language.
What is Interactive Voice Response?
Traditional interactive voice response (IVR) solutions require callers to select from fixed push button menus which restrict the customer options, limiting self service and forcing the caller to understand corporate language. Even where the organisation has invested in speech recognition to enable customers to navigate IVR menus, this requires specialist knowledge and tools to implement and maintain often with an ongoing external vendor relationship who perform low-level tuning.
Customer Experience (CX) Platform
Using an intuitive cloud-based solution like Oration, contact centre professionals have all the tools they need to create and manage exceptional customer experiences without relying on IT expertise. Contact centre teams can create call flows that lead to the best outcome using technology that accuately identifies caller intent from natural language responses. Dynamic call flows can include anything from delivering calls to expert agents to offering information through targeted banners and self-serve options.
How does it work in a contact centre environment?
A CX Platform uses voice recogniton technology to allow customers to have a natural interaction speaking in their own language before routing their calls to the best possible location. The conversational AI-powered solution is trained by contact centre staff using a simple, supervised learning routine that ensures the customer experience is aligned with the customer’s ever-changing needs. As it does not need to be administered by IT departments, it is a quick and simple solution for the contact centre environment.
What makes Oration different?
Traditional IVR solutions require the support of IT to build, maintain, and implement changes but Oration has changed the game. Without the help of IT, contact centre staff can make modifications to call flows within hours or even minutes. Oration improves the experience for contact centre teams who will relish working with a flexible and user-friendly solution that saves money and gives them control.
- Reduce average handling times
- Increase uptake to self service
- Provide targeted banners
- Facilitate a digital channel shift
- Improve agent and customer engagement
- Support speed to competency