OnviSource Solution to Unify Lifecycle of Customer Transactions

OnviSource’s Onvify, part of the company’s OnviCenter suite of Workforce Optimization and Automation (WFO-A) products, enables users to automatically, seamlessly, and in real time capture, integrate, associate, and exchange data between the OnviCenter suite of WFO solutions, Salesforce.com CRM, and various telecom products. This requires no additional efforts or modifications by the users.

Today’s enterprises are challenged in managing the lifecycle of customer transactions, originating from three sources: telecom platforms, WFO products, and CRM software. Unification can offer a holistic and enterprise-wide view of each transaction with a single point of access. As such, a CRM record can contain the data and information related to the entire lifecycle of a transaction. This data includes the start of the transaction through telecom platforms, followed by the agents’ recorded and monitored interactions, and finally the steps in processing the transaction through the CRM software.

Onvify provides users with the ability to a) define critical pieces of information required from telecom platforms (such as Avaya, Mitel, and Cisco), the OnviCenter WFO products, and Salesforce.com records. OnviSource is planning to provide similar unification capabilities with other products from CRM market leaders.

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