Contact Centre Agent View

BENEFITS AND RESULTS: CONTACT CENTRE AGENT VIEW

Eliminate agents asking for data the caller has previously provided to the interactive voice response (IVR)

15+

Enable average handling time (AHT) savings of 15s+

Reduce IT change requests as the IVR flow changes.

What makes Oration different?

Oration is an easy-to-use contact centre plugin designed to be implemented as an overlay to your existing contact centre technology infrastructure. A SaaS cloud-based solution, Oration can be up and running within a matter of days.

What makes Oration different is the ability to transcribe everything a caller says using advanced speech recognition and show it to the agent before they answer the call via the Contact Centre Agent View feature. This allows agents to be prepared and personalise their greeting, while important information is also displayed in the same screenpop, saving time. Oration's easy integration with CRM systems allows agents to efficiently use the information they see.