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.

For more information, call OnviSource call 800-311-3025.  Also, look at the Onvisource newsfeed for the latest updates.

OnviSource Introduces Automated QA (January 2012)

OnviSource announced Excella Plus, automated Quality Assurance (QA) and call analytics. Excella Plus integrates with OnviSource’s Explora speech analytics to deliver automated mass monitoring and analysis of recorded interactions. This allows automated monitoring and analysis of every call without having to add QA personnel. Analytics-based QA uses the automation of speech analytics to analyze 100 percent of recordings in order to identify those recordings that require a more in-depth analysis for compliance, discovery, and quality management.

Excella Plus uses call recording intelligence to capitalize on hidden opportunities and insights, identify liabilities, and target training efforts. It can provide a comprehensive QA program and share business intelligence, making it economical as a value-added service. Excella Plus products are integrated with the OnviCenter suite of workforce optimization and automation software products.

OnviSource offers a special service program to assist customers with implementation, deployment, and ROI recognition, including ROI analysis, application analysis, project planning, customization, pilot programs, and hands-on training, as well as business continuity and assurance measures.

OnviSource Rolls Out OnviCloud (December 2011)

OnviSource announced the rollout of OnviCloud, a tiered on-demand and cloud-based service for telecommunication, hosted PBX, and contact center solutions. Cloud services are provided through company’s newly established Texas data centers in Dallas and Plano. OnviSource has successfully deployed OnviCloud services for its own offices and contact centers in Texas and Oklahoma.

With a decade of experience, OnviSource is positioned to offer a suite of on-demand and cloud-based services. OnviCloud opens the door for companies to rapidly deploy business telephony services, workforce optimization, and automation applications while preserving cash, lowering the total cost of ownership and mitigating the initial risks and challenges of owning and operating new technologies.

OnviCloud is supported by OnviCare Customer Lifecycle Assistance Services, a complete package of customer support solutions to initiate and manage customers’ operations that include trials, professional services, customizations, customer relation management, and hands-on training.

OnviSource Named Top Partner by CenturyLink (December 2011)

OnviSource’s business process outsourcing services division was named 2010 Top Partner by CenturyLink, a major provider of telecommunications services. OnviSource earned the top honor by outperforming nearly 250 other partners and consistently exceeding its goals throughout last year. “We are honored by this award and are proud to achieve top ranking for our exceptional services and proven value as a strategic partner to CenturyLink,” said Ray S. Naeini, chairman and CEO of OnviSource.

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. OnviServ outsourcing services offers sales, marketing, customer retention, and customer transaction management services to telecom, cable, utility, and manufacturing enterprises. These services equip companies with greater flexibility and speed in cost-effectively outsourcing various business functions, responding to changing market trends, and deploying new sales, services, and support to their customers. OnviSource ensures reliability and redundancy through multiple outsourcing locations in Texas and Oklahoma.

OnviSource, Inc., is headquartered in Plano, Texas, with an operations center in Oklahoma. OnviSource provides customer interaction solutions for contact centers.

OnviSource Introduces OnviServ for OnviCenter Product Suite (January 2011)

OnviSource announced the availability of OnviServ Managed Services and Software as a Service (MS-SaaS) for its OnviCenter Workforce Optimization and Automation (WFO-A) software product suite.  OnviServ MS-SaaS offers workforce optimization and automation services, such as speech analytics, data mining, scripted CRM and agent transaction applications, universal answering services, call recording, and quality and liability management.  OnviServ services utilize OnviCenter software products.

These new options require no or limited IT support or infrastructure, making it easier, faster, and more affordable for companies who otherwise may not have the resources to deploy workforce optimization and automation solutions.

OnviServ MS-SaaS is supported by OnviCare Customer Lifecycle Assistance Services, a complete package of customer support solutions to initiate and manage customers’ operation that include trials, professional services, customizations, client relation management, and hands-on training.

OnviSource provides WFO-A software products and business process outsourcing services (BPO) to contact centers.  OnviServ MS-SaaS services allow companies to rapidly deploy workforce optimization and automation applications; it also provides flexible pricing models. 

OnviSource and OEO to Hold Annual Meeting (January 2011)

OnviSource and the OnviSource Equipment Owners (OEO) association members will gather in the spirit of “Winning Together” at Harrah’s in Las Vegas, February 7-8, at their third annual meeting.

In addition to all that Las Vegas offers, attendees will have the opportunity to expand their knowledge in a full day of hands-on vendor training and seven educational presentations centered on topics requested by the membership.  Working together, OEO users and vendor participants will share in joint presentations to feature products and highlight their benefits and advantages as experienced in real-world TAS businesses.

Members will also benefit from a rapid-fire question and answer session, round table discussions, and presentations by ATSI, TASbiller, and a series of special guest speakers, including JoAnn Fussell, owner of Voicelink; Alan Heimann, CSO of Tempest Interactive Media; and Betty Mahalik, professional certified business coach. 

OEO executive director Dan L’Heureux expects attendance to be strong.  “There’s something for everyone at this event – all developed with the intent of bringing education, industry awareness, and a sense of community together in one exciting venue,” he stated.

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 customer support efforts in maintaining 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, 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" for 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 results-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 the 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 (March 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 disasters 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 (January 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 Unified Communications Platform (December 2009)

OnviSource announced the rollout of the OnviNet Portica Unified Communications Platform, which automates and optimizes call center agent communications.  Portica is an affordable multimedia and integrated call center communications platform that optimizes messaging and automates call handling.  It optimizes call center messaging through integrated voicemail, email, two-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 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 Call Center Unified Communication Platform (November 2009)

OnviSource announced the rollout of OnviNet Portica Unified Communications Platform, automating and optimizing call center agent communications.  Portica is an affordable multimedia, integrated call center communications platform that optimizes messaging and automates call handling.  It optimizes call center messaging through integrated voicemail, email, two-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 Offers Free Pilot Program for Explora Speech Analytics Product (October 2009)

OnviSource announced the launch of a pilot program for its integrated Speech Analytics software, Explora.  Call centers wanting to "try before they buy" can use Explora to automatically analyze customer interaction calls and produce actionable knowledge for quality assurance, compliance management, training, sales and marketing opportunity detection, and business intelligence - all in a fraction of the time it would take to manually perform these tasks.

Pilot program participants can verify their own applications and test the product with complete support from OnviSource.  Support includes assistance with system setup, guidance for conducting queries, and data analysis to ensure that users realize the potential of speech analytics in their environment.  Additionally, participants are not obligated to purchase Explora.

 "Our free Explora pilot program will clearly demonstrate how advances in speech technology, integrated with our unique Workforce Optimization-Automation software solutions and supported by our customer-centric deployment services, have made speech analytics an enterprise-wide valued application that is highly cost effective, easy to install, and easy to use," said John Hird, vice president of product marketing at OnviSource.

OnviSource Integrates of Explora Speech Analytics with OnviCord WFO (October 2009)

OnviSource announced the integration of Explora speech analytics with their OnviCord Workforce Optimization (WFO) suite of software solutions, including call recording, quality assurance, screen capture, and workforce management applications.

"We strongly believe that speech analytics should be an embedded part of every WFO solution.  Well-integrated speech analytics can transform traditional quality assurance into an enterprise-wide solution that offers benefits ranging from significantly improved quality assurance and productive evaluation and training to producing valuable market and business intelligence," explained Art Yri, chief technology officer for OnviSource.  "Explora speech analytics, integrated with recording and quality assurance, provides a 360-degree view of agent and customer interactions."

With the embedded Explora solution, analysis is performed automatically, drawing on multimedia sources of text, scores, screens, and audio to identify and trigger actionable knowledge that directs both agents and organizations to effectively manage critical areas of their customer interactions.  This capability provides enterprise-wide solutions in customer interaction management, quality monitoring and adherence, sales and marketing opportunity detection, and business intelligence.

OnviSource Introduces Net Zero Solution for System Upgrades (July 2009)

OnviSource announced their new Net Zero Solutions package, which is a combination of free telecom consulting services yielding potential monthly savings, a special offer to upgrade from a legacy system to OnviSource's latest call center technology, OnviCenter 6, and attractive monthly financing.  Net Zero Solutions can enable some telemessaging call centers to upgrade their legacy systems to the latest technology with net zero monthly cost, while enjoying new opportunities to expand revenues and optimize operations.

Assessment of user requirements and a telecom billing audit is the first part of Net Zero Solutions.  Audits - which ensure that call centers aren't paying unnecessary fees and secure the best rates possible - have resulted in reduced telecom service rates that offset the cost to upgrade to a new system.

Qualified customers can procure specially discounted OnviCenter 6 systems, offsetting monthly lease payments with their monthly telecom savings; leasing is available through a trusted financing institution.  OnviCenter 6 delivers the latest technologies in teleservices, workforce optimization, and agent-scripting automation, as well as the capability to offer order-processing fulfillment and inbound-outbound campaign management.

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

OnviSource announced the availability of highly 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 fast and accurate search, permitting the analysis of 100 percent 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 Selected for Avaya DevConnect Program  (March 09)

OnviSource Inc., a provider of integrated call center software product solutions and call center outsourcing services, has been selected by Avaya Inc., a provider of business communications applications, systems, and services, for membership in the Avaya DevConnect program.  The Avaya DevConnect program promotes the development, compliance testing, and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions.

OnviSource is the developer of the OnviCenter 6 product suite, a family of applications that deliver workforce optimization and customer interaction management software solutions, including call recording, speech analytics, quality assurance, compliance management, screen capture, workforce management, and agent transaction automation.

"Membership in Avaya's developer community will help us deliver end-to-end and unified solutions to call centers and enterprises," said John Hird, vice president of product marketing at OnviSource.  "Building on Avaya's established and enterprise-wide voice and data infrastructure, OnviSource is capable of offering workforce optimization applications that can be seamlessly deployed, while reducing integration time and costs, improving network security and reliability, and preserving customer's prior investments."

OnviSource Reps to Sit on OEO Board (Jan 09)

The OnviSource Equipment Owners Association (OEO) has voted to forge a new partnership with OnviSource in an unprecedented user/vendor joint effort.  "We have worked hard to develop this unique affiliation," said Judy Vincent, president of OEO, "and I am confident that having OnviSource representatives on our board of directors will allow us to best serve the needs of our members through an exceptional communication conduit."

 "We are excited about what this new partnership will allow us to accomplish," said John Hird, VP of business development and product marketing at OnviSource.  "Serving on the OEO board will give us insight into the specific challenges faced by the industry.  Direct two-way communication will allow us to address their needs and tailor our products to help them grow."

"OnviSource is indeed excited and honored to be part of the OEO Association.  We have been working diligently and tenaciously since 2006 to create such a unique, professional, and cooperative partnership," said Ray Naeini, chairman and CEO of OnviSource.

OEO, a for-profit professional association serving the membership with the education needs of OnviSource equipment users, delivers workforce optimization and customer interaction management software.

OnviSource Introduces Explora Speech Analytics Software (Dec 08)

OnviSource announced the rollout of OnviCord Explora, a speech analytics software built on the latest phonetic audio search technology.  The Explora speech analytics solution is the newest addition to the company's OnviCenter 6 suite of fully integrated customer interaction management products.

The Explora call center speech solution utilizes a phonetic engine to provide analysis of speech content.  It is fully integrated with the OnviCenter 6 product suite, which includes call center speech solutions, call handling optimization, call recording, quality monitoring and assurance, agent scoring, screen capture, workforce management scheduling, agent transaction automation, and coaching, plus prepackaged call center business applications for teleservices, order processing, and medical or emergency dispatching.

"We are pleased with our progress in rolling out affordable, all-in-one customer interaction management products," said Ray S. Naeini, chairman and CEO of OnviSource.  "Studies show that the market has been slow to adopt call center speech solutions because they are overpriced, have a lengthy ROI, are not prepackaged with applications for immediate use, are complex, and have little value to the rest of the enterprise.  These perceptions have prevented call centers from taking advantage of this invaluable tool."

OnviSource Introduces Automated Workforce Management Software (Sep 08)

OnviSource, Inc. announced OnviCord Persona, an affordable workforce management tool with sophisticated scheduling features that automates and simplifies resource planning and management.  Persona is the newest addition to the company's OnviCenter 6 suite of integrated customer interaction management products.

Persona is designed to accurately forecast staffing needs and build a schedule to meet them, even when scheduling for multiple sites across multiple time zones.  It produces appropriate shifts that fit agents' preferences and applies them to meet target workloads on every account group.

Persona uses historical call data to predict and define staffing to meet call center service levels.  It incorporates those service level requirements, available resources, and priorities to develop a highly accurate schedule based on projected call traffic, agent tasks, service levels, employee availability, and required skills.  Persona features include forecasting, resource scheduling and management, giving scheduling control to agents, communications, reports, and messaging.

"Few call center managers deny the value of workforce management software, but until now the total cost of ownership for available applications has prevented most companies from implementing the technology," explained Ray Naeini, OnviSource chairman and CEO.

The Association Formerly Known as CEO (Sep 08)

The CEO user group has changed its name to OEO [OnviSource Equipment Owners Association, Inc.] to more accurately reflect its association with OnviSource since the purchase of CadCom in recent years.  "This small step is the beginning of a great journey that we believe will result in the forging together of a new relationship with a progressive vendor, said association president Judy Vincent, "and we look forward to a most prosperous venture.  We welcome those users of both CadCom and OnviSource platforms to join us."

"OnviSource welcomes this new partnership with our customers," stated John Hird, OnviSource vice president of product marketing, "and we have dedicated much time and resources to that end." 

OnviSource Unveils AutoAgent: Agent Transaction Automation Software (Jul 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 a 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 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 a unified and automated agent desktop."

OnviSource Receives Honors from Telecom Service Provider (Nov 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.

OnviSource Expands Product Line (Dec 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.

OnviSource Concludes Acquisition of CadCom, 
Davacord, and Business Solutions (Sep 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.

AccuCall Release has Rotating On-Call Schedule (Nov 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.

CadCom Announces Release of Contact (Sep 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."

CadCom Delivers Compact Call Center Solution (Sep 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.

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