Is your customer service
phone channel under pressure?

Start turning things around with AskOrion!
Handle inbound calls automatically and
improve customer experience.

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The customer journey

What is the AskOrion! flow?

Inbound call from a customer

Orion welcomes the customer and asks them to summarize their question.

Question interpretation

The question is analyzed in real-time by the Orion AI.

Automated answers

Easy questions get answered automatically by Orion using either static preconfigured answers or dynamic responses powered by your ERP. The customer can end the call at that point, if the answer is satisfactory.

Complex questions

For complex questions, Orion will gather additional information from the customer and store that info in directly in your CRM system.

Callback / handover

Orion informs the customer that an agent will call back at a later time. Alternatively, the call can immediately be handed over to an agent.
In either case, the agent has the information that was previously supplied readily available.

Save precious agent time with AskOrion!

Depending on the type of question, Orion collects customer identifiers and gathers additional info.
Save valuable agent time on all those tasks.

Callback or handover?

At Orion, we're firm believers of a callback approach for the majority of inbound calls.
Here's why.

Workforce planning

When the majority of your inbound calls are turned into outbound actions, this simplifies the amount of planning and staffing. When an outbound action is completed, agents can directly proceed to the preparation of the next one.

The busiest moment of the day in terms of inbound calls no longer directly determines the number of agents needed.

Increased customer satisfaction

With AskOrion! followed by callback, customers are no longer in the waiting line to speak to an operator. Increased waiting times drive down customer satisfaction. Instead, customers can just continue with their day.

When the customer is called back at a later time, the answer has already been prepared in advance by an agent. Time on the phone is reduced because of this preparation. The customer experiences a well-organized process.

Employee satisfaction

Operators can prepare the customer question in detail before starting the outbound call. This reduces the stress they have to handle before and during each call.

In addition, junior agents can consult team leads and managers for specific details, allowing for a more efficient learning path.

Live handover remains very relevant for high-priority requests and to prevent escalation.

What are the AskOrion! installation steps?

First of all, AskOrion! is a fully managed stand-alone cloud voice solution.
There is no telephony integration needed.

Step 1: your phone number

We provide dedicated AskOrion! phone numbers for each language your organisation wants to offer.

Step 2: connect with CRM

We connect the CRM of your choice to AskOrion! From that moment on, information is automatically inserted in real-time in the CRM.

Step 3: callback or handover

For questions that remain unanswered, choose whether you want a callback or handover approach at the end of the call.

All done, you are now ready to receive calls!

Connect AskOrion! to your CRMs, support systems or custom IT applications. Not using any of these? There's more to come.

A master of languages

We currently support 49 languages out-of-the-box!

Afrikaans, Albanian, Arabic, Armenian, Belarusian, Bulgarian, Chinese, Corsican, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Luxembourgish, Macedonian, Maltese, Mongolian, Nepali, Norwegian, Pashto, Persian, Polish, Portuguese, Romanian, Russian, Scottish Gaelic, Serbian, Slovak, Slovenian, Spanish, Sundanese, Swedish, Thai, Turkish, Ukrainian

Don't seem to find the language you're looking for?

No worries... just reach out to us.

Options and modules

Question topic recognition

Have Orion analyse the exact topic of the question and use that topic further down in the flow.

Real-time question answers

Based on the recognized question topic, have Orion read specific answers to your customer.

ERP integration

Retrieve real-time information from your backend systems in order to have Orion answer customer questions autonomously.

Translation

Have voice transcriptions translated into a different language to support a larger set of agents.

Conditional handover

Depending on earlier captured information, configure which calls are handed over to specific teams.

Add-on questions

Gather additional information from the customer that will be transcribed as well.

Seems interesting?

Let's set up an introductory meeting!