Live agent assist and auto-QA
for outsourced contact centresOne standard across every client. Proof on every call.
Orian guides your agents during the call, writes the wrap-up at hang-up and scores every eligible call on your client's own QA form. It runs in your environment, so we never see a call.
- Runs on your existing PCs
- No telephony changes
- Flat price per seat
Disposition
Plan
Hardship
Mini-Miranda
Payment
Notes
+1 (•••) •••-4410
00:43
On the linemasked as it is heard
Thanks for calling Harbor Recovery, this is Maya. Can I confirm your date of birth and the last digits of the account?
Sure. It's DOB (masked), and the account ends ACCOUNT (masked).
On call · Collections · US
Steps
- Greeting
- Identity verified
- Mini-Miranda
- Payment arrangement
- Close
Sample collections call. Orian sits beside the agent's softphone and CRM.
Works with the systems
you already use
- Salesforce
- HubSpot
- Zendesk
- ServiceNow
- Microsoft Dynamics 365
- Slack
- Microsoft Teams
- Webhooks & REST
- Microsoft Intune
- SCCM
- Group Policy
- Entra ID
- Azure OpenAI
- Amazon Bedrock
- Google Vertex AI
- Citrix · AVD · Horizon
01The floor today
Your agents do two jobs at once. Your clients see a 2% sample.
During the call, agents juggle scripts, disclosures and answers. After it, they retype everything into the CRM. Meanwhile the client judges the whole programme from a handful of reviewed calls.
1–2%
of calls get a human QA review. Clients judge the whole programme on that.
Industry estimates
45–90s
of typing after every call, while the next one rings.
Industry estimates
30–35%
yearly agent attrition on Indian voice floors.
CIEL HR, via Storyboard18
+15%
more issues resolved per hour with AI assistance. Newer agents gain most.
Brynjolfsson, Li & Raymond, QJE 2025 · 5,172 agents
Today your team does the work and your client hopes it went well. With Orian, every agent gets help on every call, every eligible call is scored, and both sides see the proof.
02What Orian does
It takes the second job off their hands.
Orian helps at three moments in every call.
01During the call
Help beside the softphone, only when it counts.
Orian follows the client's script as the call goes. It flags a disclosure when one is due, and shows an approved answer when the customer asks something hard, typically in under a second. Then it goes quiet.
- Disclosures stay on screen until delivered
- Approved answers, shown with their source
- Shows only what helps, so agents keep it on
- Keyboard first: Enter to use, Esc to dismiss
On call · Collections · US
Steps
- Greeting
- Identity verified
- Mini-Miranda
- Payment arrangement
- Close
Answer
Hardship policy
“We can pause payments for up to 60 days, then set up a plan that fits your budget.”
Suggested
“I'm sorry to hear that. Let's start with a 60-day pause, then a smaller monthly plan after.”
02At hang-up
The wrap-up is written before the next call rings.
Summary, disposition and CRM fields arrive as a draft. The agent checks any flagged field and presses Enter. Nothing reaches the client's CRM until they confirm.
- Unsure fields are flagged for a quick check
- Writes to Salesforce, HubSpot, Zendesk, ServiceNow and Dynamics 365
- Copy-out for systems without a connector
- Back-to-back calls? Drafts wait in a tray
Wrap-up ready · Collections · US
Summary
Customer lost their job last month. Mini-Miranda delivered. Agreed a 60-day hardship pause, then $150 a month. First payment taken through the secure IVR.
- DispositionPromise to pay
- Plan$150.00 / month
- HardshipJob loss · 60-day pausecheck
- Mini-MirandaDelivered at 00:41
- PaymentSecure IVR
03After the call
Every eligible call, scored on the client's own form.
Each call is scored item by item on the QA form your client already uses, with evidence beside every score. Your QA team reviews the exceptions instead of a random 2%.
- Import your form from PDF, Excel or Word
- Agents see their score first and can dispute it
- Calls that need a human ear go to QA
- Coverage shown beside every rate
Harbor Recovery · QA form v3
Call 04:12 · Agent Maya R.
96
Verified good call
- Greeting and identificationauto10/10
- Right-party verificationauto15/15
- Mini-Miranda deliveredauto15/15
00:41 · “This is an attempt to collect a debt…”
- Hardship options offeredassisted20/20
- Card taken through secure lineauto20/20
- No prohibited phrasesauto10/10
- Tone and empathyhumanQA team
On call · Collections · US
Steps
- Greeting
- Identity verified
- Mini-Miranda
- Payment arrangement
- Close
Answer
Hardship policy
“We can pause payments for up to 60 days, then set up a plan that fits your budget.”
Suggested
“I'm sorry to hear that. Let's start with a 60-day pause, then a smaller monthly plan after.”
03One standard
Five clients. Five stacks. One way of working.
A copilot built into one client's platform covers only that client. Orian runs on the agent's PC, beside whatever each client uses, so your whole floor works to one standard.
Harbor Recovery · Collections
Salesforce
Northstar Mutual · Auto claims
Dynamics 365
Cedar Valley Health · Patient billing
EHR via Citrix · copy-out
Lumen Telecom · Customer care
Zendesk
Atlas Bank · Card servicing
ServiceNow
orian
YOUR STANDARD
Every client form, one scale
Each client's QA items map to your own standard, so programmes compare fairly.
One seat per agent
An agent on two programmes uses one seat. Switching is automatic.
Separate installs when required
Run a dedicated Control for a client whose contract demands it.
04Client Portal
Show your client the proof. On your terms.
Clients see scorecards, compliance coverage and trends for their programmes. You decide what they see, and every report is signed.
Try it: choose what the client sees
Every view logged
See who looked at what, and when.
Off by default
Switch sharing on per programme.
Your brand
Your logo, and your client's own sign-in.
Harbor Recovery · Collections
Shared by Meridian CX · last 12 weeks
Verified good calls
91.8%
+6.4 pts vs baseline
QA coverage
97.8%
of handled calls
Compliance delivery
99.6%
required disclosures
Calls scored
48,212
this period
Verified good calls, weekly
Target 88%
Compliance coverage by rule
- Mini-Miranda delivered99.8%
- Right-party verification99.9%
- Validation notice cue99.1%
- Card data kept off the call100.0%
Client Portal · sample programme and data
05Trust by architecture
Runs in your environment. We never see your calls.
Audio stays on the agent's PC. Text is masked before it is stored. Orian Control runs on your servers or in your own cloud account, and we take no training rights.
Agent's PC
Orian Desk
Your environment
Orian Control
Out to
Where results go
Masked the moment it's heard.
Customers read numbers in pieces, say “double one” and switch languages mid-sentence. Orian puts the digits back together and masks them before a single character is stored.
Read how Orian handles dataHeard on the PC · in memory only
Sure,
What is stored and sent
Sure,
06Agent first
Built for the agent. Agents want it on.
Agents see their scores first and can dispute them in one tap. Abusive calls come off their record. Good work gets noticed, not only mistakes.
What Orian never does
- Screen recording
- Keystroke logging
- Webcam
- Emotion or stress reading
- Voiceprints
No voice biometrics of any kind. Customer sentiment comes from the words spoken, never from anyone's tone of voice.
Private first
Your score is in. Only you can see it.
Your team lead sees it tomorrow. Disagree? Dispute it now.
96
Abuse shield
Not your fault.
This caller was abusive. The call is excluded from your scores.
Recovery break offered
Your wins this week
- 14 verified good calls in a row
- Hardship handled well, 6 times
- Every disclosure delivered
My data
What Orian holds
Scores, wins, wrap-ups
Who can see it
You, then your team lead
Who has looked
2 views this week
07Under the hood
Fast enough for a live call. Quiet when unsure.
If an answer can't be ready and right in time, the agent sees nothing rather than something wrong.
From the customer's last word to a verified answer
Typical call, everyday 4-core PC
Customer stops speaking
End of turn detected
Last words recognised
On the agent's PC
Masked and understood
Checked against the playbook
Answer card on screen
Retrieved, pre-approved text
Tailored line streams in
Personalised, right after
Orian starts looking up the answer while the customer is still finishing their sentence, so the card is ready the moment they stop. Anything that must be right is retrieved, never generated.
Approved answers, not invented ones
Compliance lines and policy answers come from approved text. AI only adjusts the wording.
Calls never depend on Orian
Orian listens alongside the call. If it stops, the call carries on untouched.
Your AI account, your keys
Use Azure OpenAI, Amazon Bedrock, Google Vertex AI or a model on your own servers.
08Industries
Ready for regulated work on day one.
09Global by design
Wherever your agents sit. Wherever your clients are.
If the call plays through the PC, Orian can follow it. Offshore, nearshore and onshore teams all work to the same standard.
Manila
--:--
Delivery floor
Bengaluru
--:--
Delivery floor
Bogotá
--:--
Delivery floor
New York
--:--
Client
London
--:--
Client
Sydney
--:--
Client
Live guidance
English in US, UK, Indian, Filipino and South African accents. Hindi, Hinglish and Spanish.
Summaries and QA
All of those, plus Tagalog, Taglish, Tamil, Telugu, Kannada, Bengali and Marathi.
10Why Orian
Built for every client you serve, not just one.
Typical capabilities, by type of product.
11Pricing
One price per seat. No meter, no minimum.
Speech runs on the agent's PC and AI runs on your own account, so a busy agent costs no more than a quiet one.
Prices in USD. No seat minimum. No per-minute charges.
Free 30-day pilot · $0
Up to 25 seats with every Pro feature. Success measures agreed up front, and a dashboard comparing seats with and without Orian.
12FAQ
Common questions.
That copilot covers one client. Orian gives you one standard and one QA process across every client you serve, plus a portal you control.
One standard on every call. Proof for every client.
Bring your QA form. We'll show Orian on a live call, then plan a free 30-day pilot if it fits.