OnviSource Integrates of Explora Speech Analytics with OnviCord WFO

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 multi-media 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.

For more information, contact Deborah Cromwell at 800-311-3025 or deborah.cromwell@onvisource.com.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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Wordsmith Peter DeHaan shares his passion for life and faith through words. Peter DeHaan’s website (http://peterdehaan.com) contains information and links to his blogs, newsletter, and social media pages.

Peter DeHaan is the president of Peter DeHaan Publishing, Inc., (http://peterdehaanpublishing.com) the publisher and editor of Connections Magazine and AnswerStat, and editor of Article Weekly.