Oration empowers a contact centre of around 160 agents handling 120,000 calls per month to deliver superior customer service and drive operational excellence.
The Client
A leading telecommunications and pay-TV provider in New Zealand. Their contact centre has approximately 160 agents and handles around 120,000 calls per month.
THE CHALLENGE
The client faced multiple operational challenges in managing customer enquiries effectively. A price rise for one of their services led to increased call volumes and longer handling times, making it difficult to drive down costs while maintaining service quality.
The organisation lacked the means to measure customer experiences (CX) as they had no post-call surveys or NPS measurements in place. They also had trouble distinguishing technical support calls for their new product versus their legacy products, and also couldn’t track if customers were calling about specific marketing promotions.
At the same time, the client was facing growing pressure from new competitors entering the market, emphasising a need to enhance operational efficiency, improve CX and differentiate themselves through superior contact centre service delivery.
INTEGRATION WITH GENESYS AGENT DESKTOP
Oration’s capabilities were integrated into the client’s existing Genesys Agent Desktop, an omnichannel platform, providing agents with real-time access to transcripts, customer intents and call data. This integration enabled agents to quickly understand customer needs and take appropriate actions.
INTENT RECOGNITION FOR PRODUCT DIFFERENTIATION
Oration’s intent recognition capabilities were leveraged to identify which product model customers were calling about. This allowed the client to differentiate between technical support enquiries related to their new product and legacy products, providing valuable insights into the issues driving customer support needs.
POST-CALL NPS SURVEYS
To measure CX, Convai set up post-call NPS surveys triggered by the client’s agents using Oration. This feature allowed the client to collect valuable feedback and insights into customer satisfaction.
PROACTIVE CUSTOMER MESSAGING
Oration’s banner features were also extensively used, enabling the client to proactively display relevant messages to customers, even before the call queue grew. Since going live with Oration, over 120,000 banners have been displayed to callers.
MARKETING CAMPAIGN SUPPORT
Oration’s Look Up Table feature was utilised to support the client’s new product campaign. By tracking targeted customers’ call behaviour, the company gained visibility into the effectiveness of their marketing initiatives. Real-time reports revealed that 2.5% of the 25,000 targeted customers called in, with 25% of them proceeding to upgrade their products.
THE RESULT
A few months after implementing Convai’s contact centre tech updates, a severe weather event struck. The Oration-Genesys Cloud solution demonstrated its ability to handle significant call volumes and provide valuable operational insights:
A 9-second average handling time reduction
12,700 calls deflected by banner deployment
NPS score of 33
33% NPS survey completion rate (higher than the industry average of 10%), with 56% of callers answering the NPS question
15% reduction in internal transfers, saving approximately 8 seconds per call.
The client plans to expand its Oration capabilities across call routing logic and call scripting to drive further average handling time benefits. The client also aims to remove their toll-free numbers and leverage Oration’s SMS deflection features to encourage customers to call local numbers, resulting in additional cost savings.
Interested in seeing how Convai could transform your contact centre?
Discover Oration’s features
You can configure Oration’s features to your contact centre’s needs with or without Convai’s help - you choose what works best for you.
