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.

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.