Oration

Oration is a cloud-based call routing plug-in that, according to the vendor, aims to enhance the telephone contact customer experience for businesses. It is positioned as a solution suitable for contact centers of all sizes, from small enterprises to large corporations. Contact center managers, customer service managers, call center operators, as well as professionals in the telecommunications and financial industries, are among the target users of this product.

Key Features

Advanced Speech Recognition: According to the vendor, Oration's advanced speech recognition technology can interpret and convert natural spoken language into text, enabling accurate caller intent identification and information extraction.

Ongoing Supervised Learning: The ongoing supervised learning feature, as claimed by the vendor, allows the system to continuously improve its accuracy by learning from administrator-reviewed caller responses, refining the interpretation of caller intents over time.

Intelligent Call Routing: Oration's intelligent call routing feature, according to the vendor, aims to ensure that a large volume of calls received by contact centers are quickly and accurately matched to the most appropriate agent or automated handling option based on caller intent and call context.

Contact Centre Agent View: The contact center agent view feature allows agents using Oration to view caller responses and relevant information before picking up the call, potentially enabling them to quickly understand the caller's query or issue and resolve it efficiently.

Graphical User Interface Dashboard: According to the vendor, the graphical user interface dashboard in Oration provides contact center administrators with an easy way to configure and customize customer journeys, adjust the flow of interactions, and generate insightful reports on the entire call routing solution.

Reporting Insights: Oration offers comprehensive reporting capabilities, allowing contact center professionals to view and analyze call statistics, caller intents, and average handling times, potentially helping to optimize contact center operations and enhance the customer experience.

CX Platform: The CX platform, as claimed by the vendor, integrates agent telephony, CRM, and digital tools into a unified interface, potentially enhancing agent productivity and streamlining the customer experience.

Voice Verification: According to the vendor, Oration's voice verification feature matches customers' voices with their pre-enrolled voiceprints, providing a secure and convenient method of account verification, potentially reducing identity verification time and effort.

Automated KYC Verification: Oration offers automated KYC verification, which, according to the vendor, allows for the asking and confirming of identification questions without agent involvement, potentially streamlining the identification process.

Transcription: According to the vendor, Oration's language model can accurately transcribe customers' natural language, potentially facilitating accurate call routing and efficient handling of customer queries by applying the correct intent and extracting key information.