The ways Oration can advance your contact centre

Offers automated self-service to bring efficiency to the next level

You could be looking at reducing the number of calls your agents receive by typically up to 30% by enabling callers to help themselves. Without having to launch into any costly custom development projects, Oration allows you to implement pre-packaged speech-driven micro-applications to facilitate self-service for queries such as checking the balance of an account, changing personal or payment details, or finding out your nearest store location and opening hours.

The application can be adapted to be specific for your business. Better still, because you’re not offering self-service through a tiered menu like traditional systems, you can have any number of self-serve options that your virtual agents list out which also helps to make callers feel more engaged and less constrained by the system.

Supports agent training

When training agents for different skills and processes, one of the biggest challenges is giving them enough exposure to real-life scenarios to cement their knowledge. With Oration, you can put trainee agents on the phone quicker by specifying that they should only be delivered calls that are relevant to their training so far – a practice that’s shown to vastly improve the retention of new information.

Intelligent identify solutions and bespoke call routing systems

Identity solutions: Know who you’re speaking with

Agents can spend up to 45 seconds verifying the identity of callers before handling a query. Oration’s Identify solution automatically asks for and cross-checks your customers’ credentials using conversational AI capabilities – such as customer ID, address, telephone number and date of birth – saving your agents time and allowing them to immediately access customer records and start resolving issues from the moment they pick up the call.

This feature can be enhanced further by enabling the voice biometrics capability. Using voice biometrics with Oration helps strike the perfect balance between high security and customer convenience. Instead of asking the customer multiple verification questions, Oration can confirm a caller's identity from just a single question, such as the customer ID, by matching their voice with a previously stored voiceprint for the customer. Using voice biometrics not only speeds up verification processes, but it also enables many more calls to be securely handled via self-service.

Consultancy services: Helping you find the right solutions for your contact centre

Oration’s technology has been designed to be easily and independently configured, installed, and managed without expert assistance, ensuring all our contact centre customers hit the ground running as soon as they start using the platform.

With a broad range of features available, the Convai team can engage in a review of your existing contact centre experience including existing menu options, types of interactions, and typical process flows to discover how your specific requirements could be configured into a version of Oration that’ll work best for your contact centre. After consulting with us, you’ll be well-placed to install and take full control of the ongoing management.