Oration empowers a contact centre of around 160 agents handling 120,000 calls per month to deliver superior customer service and drive operational excellence.
A leading telecommunications and pay-TV provider in New Zealand. Their contact centre has approximately 160 agents and handles around 120,000 calls per month.
Convai implemented Oration, a SaaS conversational artificial intelligence (AI) speech engine, seamlessly into the client’s existing contact centre infrastructure. From initial discussions to implementation, the integration process took approximately four weeks to complete.
Oration’s capabilities were integrated into the client’s existing Genesys Agent Desktop, an omnichannel platform, providing agents with real-time access to transcripts, customer intents and call data. This integration enabled agents to quickly understand customer needs and take appropriate actions.
To measure CX, Convai set up post-call NPS surveys triggered by the client’s agents using Oration. This feature allowed the client to collect valuable feedback and insights into customer satisfaction.
Oration’s Look Up Table feature was utilised to support the client’s new product campaign. By tracking targeted customers’ call behaviour, the company gained visibility into the effectiveness of their marketing initiatives. Real-time reports revealed that 2.5% of the 25,000 targeted customers called in, with 25% of them proceeding to upgrade their products.
Oration’s intent recognition capabilities were leveraged to identify which product model customers were calling about. This allowed the client to differentiate between technical support enquiries related to their new product and legacy products, providing valuable insights into the issues driving customer support needs.
Oration’s banner features were also extensively used, enabling the client to proactively display relevant messages to customers, even before the call queue grew. Since going live with Oration, over 120,000 banners have been displayed to callers.
A few months after implementing Convai’s contact centre tech updates, a severe weather event struck. The Oration-Genesys Cloud solution demonstrated its ability to handle significant call volumes and provide valuable operational insights:
The client plans to expand its Oration capabilities across call routing logic and call scripting to drive further average handling time benefits. The client also aims to remove their toll-free numbers and leverage Oration’s SMS deflection features to encourage customers to call local numbers, resulting in additional cost savings.
Interested in seeing how Convai could transform your contact centre?
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.