We use Oration to help reduce out AHT for calls by ensuring that context of what the customer is calling about is passed on to staff to reduce the need for a customer to repeat themselves. Ensure customers intent is well know also allows us to route calls to appropriately skilled staff to reduce out transfer rate and customer frustration. We have seen an improvement in our CSAT results as staff are greated with the reason for them call and are now working towards making adjustments in Oration to help reduce our internal transfer rates

The system is regularly being added and amended to with new features being released with enhancements on a regular basis making it even easier to operate the platform. The ability for the business to configure the settings and easily able to view the customers experience when interacting with the platform is extremely valuable to our business

Some of the out of the box reporting is limited in its value and ability to customise to your business requirements which leaves us using our engagement platform to help track some of the regular calling outcomes. Improvements are always being worked on so I expect this to be resolved in the near future.