Delivers calls to the most appropriate specialist agents
By understanding the nature of the call, Oration will only send calls to agents with relevant specialist knowledge, so the caller gets the best person the first time.
Verbatim from the customer’s response will also be captured and delivered to the agent before they pick up the call, which means they’re prepared to reach a resolution in the fastest time - without callers having to repeat key information.
For example, if a customer calls about an item that’s out of stock, the agent can take control by letting the customer know straight away and informing them of future deliveries. Our studies have found that empowering agents in this way can reduce average handling times (AHT) by 15 to 45 seconds depending on the call types.
Addresses common calls with targeted banners
Contact centres often receive a lot of calls relating to matters that can be resolved with the same brief answer. With Oration, you can set up automated responses – or targeted banners – which contain the relevant information for these types of pre-empted calls.
If you’ve set up a targeted banner explaining that a product line or service is no longer available, Oration will determine from your customers’ speech which calls can be deferred from your agents and resolved by simply playing the banner you’ve created.
Designed to be dynamic and easily adaptable for day-to-day changes and events, Oration’s targeted banners take virtually no time or skill to create or adjust and have the potential to divert around 5-10% of calls from agents.
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 which also helps to make callers feel more engaged and less constrained by the system.
Understands targeted banners are often about good timing
You might experience occasions where you receive an influx of calls about unforeseen issues impacting your customers’ service or experience. Because they’re so quick and easy to set up, targeted banners delivering essential updates are a great way to take the strain off your team of agents. Unlike other call routing technologies that put these types of updates upfront for every caller, Oration can determine exactly which callers should receive this information, so you don’t risk putting-off unaffected customers who are in a positive frame of mind.
Takes interactions off the phone with digital channel shift
Oration’s digital channel shift capability brings two key benefits; while it reduces the number of calls directed to voice agents, it can be configured to offer another channel when it will be more appropriate for delivering the best resolution to customers in the fastest time. In practice, this means that when callers say they’re seeking information or data that’s better presented visually, Oration will offer a switch to an online digital chat agent, so infographics, tables, map locations and other visual information can be shared without your customers waiting in a call queue first.
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.
What else can Oration do for your contact centre?
Oration recognises the nuances of language through advanced speech recognition to apply an intent to every request, no matter how it’s worded.
Watch this short demo and see how easy it is to use Oration to better manage the conversations in your contact centre operations today.
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 – 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.
Discover our features
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.
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.
Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.
Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.
All the reasons to start using Oration today
Designed for ‘plug and play’, the hard work has already been done, so you’ll avoid the hefty upfront development costs usually associated with implementing call routing systems.