Onvisource News

OnviSource offers highly affordable, end-to-end and Vertically Integrated Customer Interaction Management (VICIM) software and outsourcing solutions to call centers and enterprises, enabling them to cost effectively manage their customer interactions while successfully fulfilling their conflicting objectives of cost reduction vs. customer satisfaction and revenue growth. OnviSource VICIM solutions capture, distribute, fulfill and manage customer interactions while integrating, automating and optimizing the required functions, processes and resources.

In order to effectively and rapidly implement the company's vision, OnviSource pursued an acquisition strategy to integrate call center products and outsourcing solutions from certain emerging companies with an established customer base and products that could contribute to building various layers of the VICIM.

Their mission is to enable enterprises to cost effectively manage their customer interactions while successfully fulfilling their conflicting objectives of cost reduction vs. customer satisfaction and revenue growth.

Visit Onvisource's website for more information.  Also, look at the Onvisource newsfeed for the latest updates.

OnviSource Offers Operations Continuity Software Products (June 2010)

OnviSource announced the availability of new OnviCenter products offering operations continuity capabilities for various other products in the suite of OnviCenter workforce optimization and automation.  OnviCenter operations continuity products include Ensura and Informa, which reduce recoveries and customers’ support efforts in maintaining their OnviCenter products. 

Ensura offers system redundancy, backup, and recovery.  Informa interworks with Ensura and other OnviCenter products and provides monitoring of various functionalities, analysis of critical operational indicators, and automatic notifications when indicators reach user-defined thresholds and management reports.  As an example, Informa can automatically monitor, analyze, and perform reconciliations related to recorded calls between contact centers’ PBX or other telecom devices, and OnviCenter internal products (both primary and secondary platforms, if needed), to assure the integrity and consistency of the entire operation.  Ensura and Informa can be purchased together or independently.

Additionally, OnviSource offers an operations control center, to which Informa’s notifications can be automatically routed to for use by OnviSource service engineers.

OnviSource Offers “Ecosystem of Solutions” (June 2010)

OnviSource announced the formation of an “ecosystem of solutions” to contact centers and enterprises consisting of a suite of workforce optimization and automation software products, customer lifecycle assistance services beyond conventional customer support, and justifiable, compliant and result-oriented business process outsourcing (BPO) services. 

OnviSource strongly believes that in today’s economy the needs of contact centers go beyond workforce optimization and automation technologies.  They require integrated products and services solutions that can support the lifecycle of their endeavor in assessing, acquiring, funding, deploying, and operating contact center workforce optimization and automation applications. 

Starting with a suite of workforce optimization products and applications, OnviSource’s progressive strategy includes free trials, financing, free telecom consulting, and operations continuity services to assure best use of the contact center products, IT services, free training, and Webinars.  OnviSource’s ecosystem of solutions was completed through offering outsourcing options in sales lead generation, telesales, and entire inbound-outbound call center services, including back-office management.  In order to offer a broad range of quality services, OnviSource has formed partnerships with service providers in financing, telecom consulting, and IT services. 

OnviSource Announces Redundancy, Backup, and Disaster Recovery Solutions (April 2010)

OnviSource announced the availability of OnviNet Ensura Backup and Disaster Recovery Solution packages for its customers using their OnviCall and AccuCall platforms.  OnviSource is offering Ensura Backup and Recovery Solutions to its customers to protect their business and assist in restoring operations in the event of unforeseen disaster or problematic circumstances.

Ensura offers critical backup, standby, and redundancy packages designed to facilitate the fastest possible recovery.  Each level of protection is configured to accommodate a variety of customer needs.  Ensura Basic offers protection from potential hardware failures.  Database replication and hardware redundancy make up Ensura Standard.  For customers seeking the most comprehensive backup and recovery protection, Ensura PRO offers full redundancy, database replication, redundant application licenses, and one-click switchover to secure continuous operation.

To assist customers in choosing a backup and recovery package that will best satisfy their operating requirements, OnviSource is offering a free system requirements assessment service to consider the unique requirement of each customer.  OnviCall is part of the OnviCenter 6 suite of solutions in workforce optimization (OnviCord), workforce CRM automation (OnviCall), and workforce communication automation (OnviNet).

OnviSource Announces OnviCare Customer Lifecycle Assistance Services (February 2010)

OnviSource announced a new suite of customer-centric services called OnviCare Lifecycle Assistance Services.  OnviCare expands its support programs by offering solutions beyond technical support, assisting customers from product evaluations and procurements to operations continuity and business intelligence.

OnviCare services include free OnviCenter product pilots and trials, assistance in financing and procurement, free telecom audit and consulting, IT assistance, business and operations continuity programs, user communities, and dissemination of business intelligence.  It also includes free training Webinars in best practices and customer-tailored programs.

“We’ve become a more proactive partner with our customers,” explained Stan Jasinski, president of the enterprise solutions division.  “It’s our belief that offering technical solutions and product support programs is no longer adequate to support our customers through their entire operation and business experience associated with OnviSource solutions.  OnviCare encompasses services that assist customers with every challenge related to evaluation, acquisition, deployment, operation, and business management.”

OnviSource recognized the need for solutions beyond products and technical support.  OnviCare services fulfill customers’ business requirements and offer cost-efficient solutions that will help sustain them in an ever-changing business environment­, making it easier for them to focus on their core objectives.

OnviSource Announces OnviNet Portica, Call Center Unified Communication Platform (December 2009)

OnviSource announced the roll out of OnviNet Portica Unified Communications Platform.  Portica is an affordable multi-media and integrated call center communications platform that optimizes messaging and automates call handling.  It optimizes call center messaging through integrated voicemail, email, 2-way SMS, fax, and dispatch.  It also automates call center call handling through features such as auto-dialers, Intelligent Call Distributor (ICD), and Interactive Voice Response (IVR).

Portica is integrated with the OnviCenter suite of Workforce Optimization and Automation (WFO-A) software solutions for call recording, quality assurance, screen capture, speech analytics, and workforce management applications, as well as agent automation capabilities and scripted inbound/outbound CRM applications.  Portica extends workforce optimization and automation to agent communications and call handling and is fully integrated with OnviCenter CRM applications.

“OnviSource intends to lead the industry in delivering highly affordable contact center solutions that can not only optimize and automate workforce performance and CRM applications, but also the agent and call center inbound-outbound communications,” explained John Hird, vice president of product marketing for OnviSource.  “Portica delivers a unified platform for end-to-end communication optimization and automation for the contact center workforce.”

OnviSource Announces Explora Speech Analytics for Call Centers (June 2009)

OnviSource announced the availability of their affordable Explora Speech Analytics solution for call centers and enterprises.  Explora Speech Analytics is integrated with the OnviCenter 6 workforce optimization (WFO) software suite that includes call recording, quality assurance, screen capture, coaching, workforce management, and agent transaction automation.  Explora audio mining delivers value for customer experience requirements, sales, marketing, and business intelligence, gathering across the enterprise.

The Explora speech technology is a phonetic engine that provides a fast and accurate search, permitting analysis of 100% of recordings in near-real time with industry standard servers.  With Explora Speech Analytics, call centers can perform analysis of recording for clients or permit Web access to clients so they can conduct their own search and analysis of recordings pertaining to their business only.  Clients can analyze and identify "hot topics" and areas of interest without complete reliance on the call center itself.  Intelligence gleaned from recordings allows call centers and clients alike to instantly uncover actionable knowledge that can be used to both their advantages.  Explora's low price makes it economical for call centers to offer this value-added service to their clients.

OnviSource Announces Expansion for BPO Services Division (June 2009)

OnviSource announced the expansion and acquisition of new contracts for its business process outsourcing services, OnviServ.  As a result, efforts to rapidly recruit and hire call center customer service and sales representatives to fulfill the required positions are under way in OnviSource's Plano, Texas, and Enid, Oklahoma, facilities.

OnviSource estimates that forty-one new full-time and part-time call center positions will be added between the two locations over the next few months.  To accommodate the requirements, OnviSource is extending business hours to include nights and weekends.

OnviSource offers a professional environment to energetic individuals with a strong work ethic who would like to be part of a team committed to excellence in both internal and external customer relations.  Business process outsourcing services are supported by OnviSource's own workforce optimization and automation products, training, and competency management programs, effective business process management, and a variety of employee recognition and career development programs.

OnviSource Unveils AutoAgent (Aug 08)

OnviSource, Inc. announced AutoAgent, the newest addition to the company's OnviCenter 6 customer interaction management product suite.  AutoAgent directly affects agent performance and productivity by supporting agents in every aspect of their transactions.

AutoAgent offers automated agent scripting and enables users to easily build their own customer interaction applications and workflow scripts.  It automates and manages agents' training and controls documentation through automated coaching, e-learning, and agent information management.  AutoAgent provides a series of features to automate agent compliance management.  It also automates email and other types of messaging for customer interactions and back office transaction management.  Additionally, AutoAgent integrates multiple desktop views into a single interface, thereby reducing desktop complexity.

"AutoAgent is much more than agent scripting.  It is comprehensive automation software, focused on supporting the agent by preventing costly mistakes, increasing productivity, and reducing training time," said Ray S. Naeini, chairman and CEO of OnviSource.  "It also empowers call center managers to easily build, distribute, and manage custom workflow applications, as well as to serve more customers without adding staff."

OnviSource Unveils OnviCenter 6 (Dec 07)

OnviSource, Inc. announced the rollout of OnviCenter 6, a next-generation contact center software solution offering a series of workforce optimization (WFO) tools, contact center business applications, and agent desktop automation.  OnviCenter 6 also supports the distribution and management of calls and customer transactions among distributed call centers, remote agents, and virtual enterprise environments.

"Today's call centers are faced with achieving conflicting objectives, ranging from improved customer satisfaction to increased productivity and revenue growth," said Ray S. Naeini, Chairman and CEO of OnviSource.  "In the process of meeting such objectives, call center managers are continually challenged with balancing labor costs and agent productivity with customer satisfaction; integrating different products from multiple vendors; as well as effectively handling distributed call centers and remote agents - a growing trend in today's call center industry."

"The time is right for a paradigm shift in the way we offer solutions to this industry," Naeini explained.  "The best solution for today's call center is far from the traditional approaches.  The time is right for a highly affordable, virtualized, and fully integrated WFO software solution, offered with unified and automated agent desktop."

CadCom Announces Release of Contact Center Software Products (Aug 05)

CadCom Telesystems released Version 2.1 software for its AccuCall product line.  Its AccuScript Pro offers both outbound and inbound calling to provide new opportunities for call centers.  The product enables call center managers to create call flow scripts for inbound and outbound applications.  Additionally, AccuCall Version 2.1 offers features that support web-integrated client portals and distributed agent configurations.

"A rapid and emerging trend in the call center industry is centered around generating new revenues and increasing productivity by transitioning into more distributed agent configurations, so that qualified talent can be employed without geographic restrictions," said Ray S. Naeini, Chairman and CEO of CadCom's parent company, OnviSource, Inc. "Our CadCom strategy is to pioneer products that fully support such positive trends in the call center industry."

"Our new software package offers vertical revenue-bearing applications supported by a complete and integrated set of call center functionalities, including in-bound and out-bound call handling, agent productivity tools, quality assurance, and voice logging," said CadCom Chief Operating Officer, Stan Jasinski.  "We have utilized advanced Internet, unified messaging and portal technologies to bring real solutions to the emerging requirements of today's call centers."

CadCom Releases New AccuCall Version (Feb 04)

With the release of AccuCall v1.6 from CadCom, AccuCall now supports Caller ID capture on T-1 lines.  If caller ID is available and enabled by the customer's central office exchange carrier, AccuCall can automatically populate a text field within the customizable message ticket form with the caller's telephone number.  The telephone number can then be confirmed or edited, saving call center agents keystrokes and reducing errors.  Caller ID support has been available in previous versions for PRI-ISDN service.

Also included is a new reporting module, allowing managers to create, save, and print a variety of customized reports.  It also displays data in several different chart formats including pie charts, bar charts, and point charts for quick and easy analysis of call flow and other statistical data.  Custom queries can be created, allowing the manager to compare specific account, time frame, and agent data to generate a report using only the criteria chosen.  Unwanted data is virtually eliminated, saving the manager valuable time that is usually spent writing or sorting through lengthy reports. 

CadCom Announces Extended Server Warranty (Sep 03)

CadCom Telesystems announced an alliance with Source Support Services, Inc. to service its new high-performance AccuCall server hardware.  With this agreement in place, CadCom now provides a three-year, next day, on-site warranty service with all servers sold.

Should service be required, Source Support Services will come to the customer's site by the next day.  All parts in the server are covered under the new warranty plan.  An optional same-day-service warranty is also available at the time of purchase of all AccuCall systems.

"This partnership brings added value and peace of mind to the owners of our AccuCall CTI system," said Steve Clover, vice president of sales and marketing.