Product Overview: Oration®
Meet Oration®: The Agentic AI layer for your contact centre
Supercharge your existing contact centre with Oration. Developed by Convai from two decades of industry expertise, Oration is a SaaS overlay that brings best-in-class Agentic AI to your voice channel.
- Rapid deployment: Enhance your current tech stack in a matter of days, not months.
- Business-led design: A user-friendly interface allows managers to configure logic without IT support.
- Outcome focused: Guarantee the right result for every interaction.
Increased post-call survey update by 30%
Increased self-service verification by up to 30%
Reduced contact centre operational costs by 25%
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Increased net promoter scores (NPS) by 15 points
Reduced agent workload by 10% - 20%
Increased post-call survey update by 30%
Increased self-service verification by up to 30%
Reduced contact centre operational costs by 25%
Increased net promoter scores (NPS) by 15 points
Reduced agent workload by 10% - 20%
NEW WORLD:
Customer experience platform
OLD WORLD:
Interactive voice response (IVR)
Customer experience platforms are the new, modern version of IVRs. They allow contact centres to create their own call flows that can recognise any number of caller intents from a person’s natural language.
NEW WORLD:
Intelligent call routing
OLD WORLD:
Automatic call distribution
Intelligent call routing is the next generation of automatic call distribution. It determines the exact reason for a customer’s call and directs their call to the most appropriate solution: whether that be agents, banners or self-serve options.
NEW WORLD:
Transcription
OLD WORLD:
Voice recognition
Transcription is the new generation of voice recognition; where the spoken language is converted to text so it may be processed by an application. This means a fast transcription of calls for agents.
NEW WORLD:
Customer experience platform
OLD WORLD:
Interactive voice response (IVR)
Customer experience platforms are the new, modern version of IVRs. They allow contact centres to create their own call flows that can recognise any number of caller intents from a person’s natural language.
NEW WORLD:
Intelligent call routing
OLD WORLD:
Automatic call distribution
Intelligent call routing is the next generation of automatic call distribution. It determines the exact reason for a customer’s call and directs their call to the most appropriate solution: whether that be agents, banners or self-serve options.
NEW WORLD:
Transcription
OLD WORLD:
Voice recognition
Transcription is the new generation of voice recognition; where the spoken language is converted to text so it may be processed by an application. This means a fast transcription of calls for agents.