OnviSource Overview
OnviSource is a global innovator in delivering intelligent transformation solutions to contact centers and enterprises, focusing on enhancing workforce performance, customer loyalty, and business productivity.
Product Overview
OnviSource offers a comprehensive suite of AI-driven products and cloud solutions designed to transform and optimize various aspects of business operations. Here are the key features and functionalities of their offerings:
Intelligent Automation Platform
OnviSource’s intelligent automation platform is powered by a rich library of AI, conversational AI, analytics, and decision-making engines. This platform supports:
- Intelligent Virtual Agents (IVA): Powered by AI with Natural Language Understanding (NLU) and Natural Language Processing (NLP) capabilities, these agents augment live agent performance.
- Intelligent Call Routing (ICR): This feature ensures calls are routed efficiently and accurately to the right agents.
Multichannel Analytics and Customer Engagement
The Intellecta™ suite provides multichannel interaction analytics, enabling businesses to analyze surveys, responses, and customer interactions across various channels. Key features include:
- Customer Satisfaction Analytics, Tracking and Scoring (CSATS): This solution conducts advanced data analytics against user-defined scoring systems for metrics like NPS, CES, CSAT, and FCR. It offers automated tracking and trend analysis for a holistic measure of customer satisfaction.
- Customer Surveys and Journey Analytics: OnviSource’s Inspecta™ customer survey solution and other third-party products integrate to provide deep insights into the customer journey.
Workforce Optimization and Management
OnviSource’s solutions include Workforce Optimization (WFO) and Workforce Management (WFM) tools, which help in:
- Quality Assurance and Compliance Management: 100% automated quality assurance and compliance management to ensure high standards in customer interactions.
- Performance Improvement and Augmentation: Solutions aimed at improving soft skills, performance, and overall workforce efficiency.
Robotic Process Automation (RPA) and Business Process Automation (BPA)
The platform includes RPA and BPA capabilities to automate workflows and end-to-end business processes, enhancing productivity and reducing operational costs.
Teleservices and Call Center Solutions
OnviCom, their all-inclusive teleservices software, offers:
- ACD/ICD, PBX Functionality, and CRM: Essential capabilities for answering, dispatch, and help desk operations.
- Secure 2-Way Messaging and Content Delivery: Features to secure and protect sensitive information.
- Advanced Teleservice Applications: Including multimedia messaging, call recording, and comprehensive logs and reports.
Additional Features
- Hyper-Automation Platform: Combines automation engines, AI libraries, transcription, and speech engines to power intelligent automation.
- Comprehensive Logs and Reports: Detailed reporting and analytics to help in decision-making and process improvement.
- Operation Continuity and Data Management: Automated data replication, backup, recovery, and archiving to ensure data integrity and continuity.
Customer Support and Success Programs
OnviSource offers various customer success programs, including free consultations, proof-of-concept trials, hands-on operation assistance, and post-sale customer loyalty programs. These programs are designed to ensure solutions fit customers’ specific needs functionally, operationally, and financially.
In summary, OnviSource provides a robust set of AI-driven and automated solutions tailored to enhance customer experience, workforce performance, and business productivity, making it a comprehensive tool for enterprises and contact centers.