OnviSource, Inc. announced the release of OnviCenter 7, a next-generation software platform providing enterprises and contact centers with a suite of unified solutions for Workforce Optimization (WFO) applicable to both front and back office functions.
OnviCenter 7 provides a new and common set of capabilities to all of its WFO solutions, including unification of all OnviCenter applications; totally redesigned and unified user interfaces; user access via PC, smartphone or tablet; agent and workforce collaboration through group and community-based messaging, chat, and bulletins; insightful reports, charts, and dashboards; linkage and automation of WFO solutions; and automation of workflows and processes. OnviCenter 7 WFO individual solutions, such as front or back office quality-liability management, multichannel analytics, process and workflow automation, customer transaction unification, and customer interaction application can be incrementally added to the platform and offer a high level of scalability, affordability, and low total cost of ownership.
OnviCenter 7 introduces a series of new WFO applications to satisfy emerging market requirements. Enterprises can capture and analyze customer interactions across multiple channels of telephone calls, emails, text, chat, social media, and surveys (Voice of Customer – VoC).