Enterprises tackle volumes of customer interactions, striving to perform quality and liability control for 100% of calls or desktop transactions.
Plano, TX (PRWEB) June 24, 2014
OnviSource, a provider of highly affordable solutions for contact centers and enterprises, announced today the release of its expanded OnviCenter 7™, a consolidated infrastructure that powers an advanced, unified, comprehensive suite of software solutions and products in optimization, automation, and unification for front office (contact centers), back office functions, and operations management.
The new OnviCenter 7 solution strategy is based on the fact that today’s enterprises of any size demand optimization and automation for their customer interactions and business transactions for both their contact centers and the back offices. Furthermore, they require a holistic view of their customer’s transaction journey and operational data across multiple organizations, platforms and sites in order to effectively monitor, engage, and improve. Bringing technology, information, and communication together eliminates data silos, reduces operating costs while increasing productivity and performance, improves profits, and creates a competitive edge.
“It’s an exciting time at OnviSource as our products have evolved from call recording and answering services in 2008, into today’s enterprise-wide optimization, automation, and unification solutions,” said Ray S. Naeini, CEO and Chairman of OnviSource. “Through organic development and a series of strategic partnerships, we have positioned the company to address enterprise challenges across multiple organizations, platforms, and sites. This strategy will help our customers succeed with cost-effective, innovative, and tailored solutions, resulting in offering their customers the great service and support they expect.”
OnviCenter 7 provides an expanded suite of unified and enterprise-wide solutions offering analytics-driven and socially-enabled quality and liability management:
- Social Media and Analytics-Driven Quality and Liability Management
- Multichannel Analytics, including Speech Analytics, Desktop and Process Analytics and Social Media Analytics
- Voice of Customer (VoC) and Customer Sentiment
- Workflow and Process Automation
- Workforce Management
- Social Media Management
- Unification of customer transaction journey and operational data across multiple platforms, organizations, and sites
OnviCenter 7 also offers collaborative management capability, empowering managers and supervisors to effectively monitor, engage, guide, and exchange documents with their local or remote contact center agents or back office employees. Its Operation Continuity software significantly reduces the operation management expenses and IT workload, while maintaining operational continuity through a series of automated operation management tools. In order to assist customers in expanding their revenues and services to their end customers, a range of Service Applications are offered, such as answering services, dispatch/emergency services, and HIPAA/HITECH compliant secure messaging.
OnviCenter 7 solutions include a comprehensive and analytics-driven Social Media Management solution. It is offered as a comprehensive managed service and designed to make the customers socially-enabled enterprises and make social media work for them in customer services, sales, marketing, and branding. The social media analytics platform, expertise, development of a comprehensive strategy, and resources are included in this solution.
OnviSource offers OnviCenter 7 solutions as premise-based software products, cloud services and/or outsourcing solutions. The Company also provides a comprehensive pre- and post-sale program called the “Advantage Program.” The Advantage Program assists customers in every step of the way with pre-sales education and knowledge exchange for better understanding and utilization of advanced systems, ROI justifications, deployment, and effective use of OnviCenter 7 solutions for their custom environments.
OnviSource enables companies to cost-effectively optimize, automate, and unify their customer interactions, business transactions and processes for their contact centers, back offices, and IT organizations through software products, cloud services or outsourcing solutions. Founded in 2004, the company has a well-established customer base with over 1,100 installations in a broad range of industries, has experienced consistent growth and profitability, and is recognized by industry analysts as a major contender and pioneer in the enterprise and contact center workforce optimization, automation, and unification industry.