Onvisource News

OnviSource Unveils OnviCenter 6 (12/07)

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 a unified and automated agent desktop.”

For more information, visit www.onvisource.com.

OnviSource Receives Honors from Telecom Service Provider (11/07)

OnviSource’s outsourcing division won performance awards in multiple categories from a major provider of telecommunications services for the fourth consecutive year. The company also announced its call center facility expansion in Texas.

OnviSource’s outsourcing division offers OnviServ, a suite of performance-based and technology-enabled outsourcing services in sales, marketing, campaign management, order processing/fulfillment, and customer support.  This year, OnviSource was honored for its significant contribution to the telecom provider’s revenues in the southwest region that were five times higher than those of other outsourcing providers.  In addition, OnviSource services proved successful in offering high-speed telecom services for a third consecutive year.

“We are honored by this award and are proud to achieve such high marks for providing exceptional services and proven value to our clients and as a strategic partner,” said Ray S. Naeini, chairman and CEO of OnviSource. “Our success is driven by the full utilization of our own contact center software products.”

OnviServ outsourcing services offer integrated, performance-based services in sales, marketing, customer churn management, and customer transaction management.  OnviSource ensures reliability and redundancy through multiple outsourcing locations.

For more information, go to www.onvisource.com.

OnviSource Expands Product Line  (12/06)

OnviSource, Inc. released an enterprise application software for its OnviCenter Product Portfolio, expanding its existing call center product line to include sought-after business applications such as order processing, order fulfillment, inventory management, and transaction payment processing.  These products further expand OnviCenter’s present enterprise teleservices, answering services, and resource scheduling and dispatching applications.

OnviSource’s new enterprise applications provide call center agents with integrated, real-time customer interaction scripting and transaction management tools for inbound-outbound order processing, real-time inventory management, and disposition, electronic payments, and validations.  OnviCenter’s new enterprise applications are fully supported by the product suite’s existing voice and data applications, call recording, quality assurance, workforce optimization, auto-scripting, and data mining.

In order to advance the company’s position as a provider of cost-effective Integrated Customer Interaction Management (ICIM) solutions in the contact center markets, OnviSource acquired and integrated the technologies necessary to build the new enterprise applications.

 “Our two-prong strategy of in-house development and various acquisitions will remain key to our objective of providing cost-effective, integrated, and bundled solutions,” said Ray S. Naeini, chairman and CEO of OnviSource.

For more information, visit www.onvisource.com.

OnviSource Concludes Acquisition of CadCom, 
Davacord, and Business Solutions  (9/06)

Earlier this year, OnviSource, Inc. completed the final phase of its acquisition of CadCom Telesystems, Davacord, and Business Solutions.  The combined entity is now doing business under the name OnviSource and has begun re-branding initiatives focused on communicating the new company’s expanded capabilities and the introduction of new products and outsourcing services.

“OnviSource recognized a demand in the marketplace for a highly-affordable, software-based suite of integrated products and outsourcing services that address the fundamental needs of contact centers,” said OnviSource Chairman and CEO, Ray S. Naeini.  “Each company has an extremely loyal and supportive customer base.  Our goal is to provide assurance in our continued support and commitment to our customer base and existing market segments while introducing new technologies and outsourcing services not previously available through the subsidiary companies.”  

“OnviSource possesses much stronger financial and operational assets, including a broader set of resources in engineering, operations and customer support, all dedicated to providing our customers with better products and innovative services,” explained Mr. Naeini.

OnviSource Inc. is a Delaware Corporation headquartered in Dallas, Texas with Operations Centers in Oklahoma.  For more information, visit www.onvisource.com.

AccuCall Release has Rotating On-Call Schedule  (11/05)

With the release of AccuCall version 2.1, CadCom Telesystems, Inc. introduced a rotating scheduler feature for the AccuCall Notify Schedule.  Customers will now have the ability to rotate resources that are on call simultaneously.  Once the top resource is notified, it would then be moved to the bottom and the next available resource will be used for the following instance.

This is a configurable feature in the client control/Account setup screens on the page level.  Also added to release 2.1 is the ability to update the CadCom automated on call scheduler via the Internet.  These new features give clients and on-call personnel the power to maintain their own schedules.

For more information, visit www.onvisource.com.

CadCom Announces Release of Contact  (9/05)

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.  Call center managers can 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.”

For more information, visit www.onvisource.com.

CadCom Delivers Compact Call Center Solution  (9/05)

CadCom Telesystems, a wholly owned subsidiary of OnviSource, Inc., announced the addition of the newly released AccuCall LDX server platform to the AccuCall product line, completing a full line of scalable solutions for call centers.  With the addition of the AccuCall LDX server, CadCom Telesystems now provides a cost-effective solution with advanced vertical applications for small, distributed, and virtual call center operations.

“Providing call center products that offer new and innovative solutions to the growing needs and trends of the industry, such as small, distributed, and virtual call centers, is part of our core strategy to empower contact centers to transition to new levels of incremental revenues and productivity,” said Ray S. Naeini, Chairman and CEO of OnviSource, the holding company that owns CadCom Telesystems.  “Introduction of AccuCall LDX is a big step toward successfully executing our strategy.”

The AccuCall LDX platform is built on client/server architecture with digital network compatibility and incorporates all the software features of larger AccuCall configurations, such as call processing, group-based routing, on-call scheduling with automatic paging, custom messaging and ordering formats, message histories, reporting features, and remote management capabilities.

For more information, visit www.onvisource.com.

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