About Oration
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Oration, developed by Convai, a subsidiary of Probe Group, presents itself as a transformative cloud-based call routing plug-in designed to revolutionize contact center operations. Positioned as a Customer Experience (CX) platform, it aims to replace traditional, rigid IVR systems with a more dynamic and intuitive approach powered by advanced artificial intelligence (AI) and natural language processing (NLP). The core proposition of Oration is to enhance efficiency and improve customer satisfaction by accurately interpreting caller intent through natural speech and intelligently routing calls to the most appropriate outcome. This is achieved through a suite of features including Advanced Speech Recognition (ASR), Intelligent Call Routing (ICR), Contact Centre Agent View, Voice Verification, Automated KYC Verification, and a comprehensive Graphical User Interface (GUI) Dashboard for management and reporting. The software's architecture emphasizes user-friendliness, targeting business users rather than requiring extensive IT expertise. The GUI Dashboard is designed to facilitate easy management and configuration of customer journeys, with the ability to generate insightful reports on call statistics.
Pros & Cons
- +AI-Driven Efficiency: Leverages advanced AI for intelligent call routing and automation.
- +Improved Customer Experience: Natural language interaction and self-service options enhance customer satisfaction.
- +Reduced Operational Costs: Automation and efficient routing reduce AHT and agent workload.
- +Platform Independence: Integrates with existing infrastructure, minimizing disruption.
- +Scalable and Flexible: Cloud-based deployment and volume-based pricing.
- −AI Accuracy Dependence: Relies on accurate speech recognition and NLP, which may require ongoing refinement.
- −Potential Customization Limits: Cloud-based nature might limit highly specific customization.
- −Limited Public Case Studies: Lack of extensive public case studies or user testimonials.
- −Reliance on Internet Connectivity: As a cloud based solution, internet disruption will affect the software.
- −New Technology Adoption Curve: some contact center professionals may be resistant to adopting new AI based technology.
Features
Key features
- 1. Advanced Speech Recognition (ASR)
- Interprets natural spoken language into text for intent recognition.
- 2. Intelligent Call Routing (ICR)
- Routes calls based on caller intent to the most appropriate outcome.
- 3. Contact Centre Agent View
- Provides agents with caller information before the call, reducing handling time.
- 4. Voice Verification
- Securely authenticates callers using voiceprints.
- 5. Automated KYC Verification
- Automates the identification process without agent involvement.
- 6. Graphical User Interface Dashboard
- Allows for easy management and reporting.
Additional features
- 1. Advanced Speech Recognition (ASR)
- Interprets natural spoken language into text for intent recognition.
- 2. Ongoing Supervised Learning
- Improves ASR accuracy by learning from caller responses.
- 3. Intelligent Call Routing (ICR)
- Routes calls based on caller intent to the most appropriate outcome.
- 4. Contact Centre Agent View
- Provides agents with caller information before the call, reducing handling time.
- 5. Graphical User Interface Dashboard
- Allows for easy management and reporting.
- 6. Reporting Insights
- Provides analytics on call statistics, including top intents and AHT.
- 7. CX Platform Integration
- Integrates with existing CRM, telephony, and digital tools.
- 8. Voice Verification
- Securely authenticates callers using voiceprints.
- 9. Automated KYC Verification
- Automates the identification process without agent involvement.
- 10. Transcription
- Converts spoken language into text for analysis.
- 11. Survey
- Enables voice-based customer surveys.
- 12. Receptionist
- Automates call handling and routing.
- 13. Photo Uploads
- Enables callers to upload images within the customer journey.
Pricing
Countries & Languages
Interface languages
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About Oration
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Oration Details
Oration's In-App Market Place
Does Oration have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD ($), CAD ($), JPY (¥), CNY (¥), INR (₹), RUB (₽), BRL (R$), MXN ($), KRW (₩), SGD ($), HKD ($)
Pros & Cons
- AI-Driven Efficiency: Leverages advanced AI for intelligent call routing and automation.
- Improved Customer Experience: Natural language interaction and self-service options enhance customer satisfaction.
- Reduced Operational Costs: Automation and efficient routing reduce AHT and agent workload.
- Platform Independence: Integrates with existing infrastructure, minimizing disruption.
- Scalable and Flexible: Cloud-based deployment and volume-based pricing.
- AI Accuracy Dependence: Relies on accurate speech recognition and NLP, which may require ongoing refinement.
- Potential Customization Limits: Cloud-based nature might limit highly specific customization.
- Limited Public Case Studies: Lack of extensive public case studies or user testimonials.
- Reliance on Internet Connectivity: As a cloud based solution, internet disruption will affect the software.
- New Technology Adoption Curve: some contact center professionals may be resistant to adopting new AI based technology.
Oration's Support Options
Email Address
info@convai.com.auOration's Alternatives
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