Panasonic Australia working with Probe Group had identified some improvement opportunities in their contact centre in which to better handle consumer product queries. Average Handling Times were elevated by agents capturing Salesforce case numbers and model numbers, agents received calls from customers seeking spare parts where they would spend time relaying spare part distributor contact details to customers. Agents also were receiving and transferring many calls related to business products because callers incorrectly selected ‘consumer products’ from dual tone multifrequency (DTMF) IVR menu options.
Expanding the host agent desktop, Genesys Cloud, Oration asks callers what they’re calling about upfront, so Oration can direct callers appropriately between the ‘business products’ and ‘consumer products’ teams while re-routing calls to the correct external partners. Oration reduces AHT by transcribing caller intent verbatim and using automated information capture. Meanwhile, its channel shift feature has proven successful in maintaining operations during a major power outage.