OnviSource to Support Multi and Cross-Channel Analytics

OnviSource selected and integrated the Nuance Transcription Engine (NTE) for the OnviSource speech-to-text (STT) and transcription product, Captora™. Accurate speech-to-text conversion performed by Captora is crucial to OnVision’s text analytics, responsible for big data management, data mining, and trend analysis. Captora taps the power and accuracy of NTE to quickly transform massive amounts of voice and audio into text for rapid search and indexing by OnVision’s text analytics.

OnviSource offers OnVision™ to capture, unify, and analyze all data and media from the entire customer journey, including all systems and all multichannel customer interactions. The resulting actionable knowledge and trends are then used by OnVision’s decisionmaking engines for the automated launch of decisions and actions.

“OnviSource continuously investigates and evaluates the best STT engines available from the right partners in order to power its Captora transcription product,” said Art Yri, CTO of OnviSource. “Nuance Transcription Engine was selected and integrated to power our Captora after an extensive evaluation by OnviSource and due to its speed and accuracy.”

OnviSourceOnviSource enabled companies to costeffectively connect, interact, capture, unify, analyze, and automate their entire customer interactions and transactions.

OnviSource Named “Hot Vendor” for Third Consecutive Year

OnviSourceSource announced that Ventana Research, a benchmark research firm, has recognized the company as “Hot Vendor” in the “2016 Workforce Optimization Value Index Report.” This recognition reinforces the company’s progress and commitment to enhancing the customer experience through innovations in enterprise workforce optimization, automation, and unification solutions.

This is the third consecutive year OnviSource has received an overall “Hot Vendor” ranking. The company also received a “Hot Vendor” in six out of seven designated Ventana Research categories, based on the company’s overall WFO platform.

“OnviSource is honored to receive the Hot Vendor ranking again this year. We continue to invest in enhancing products for the workforce optimization market and further expansion and development into customer experience management and other advanced business analytics solutions,” said Ray Naeini, chairman and CEO of OnviSource. “We do our utmost to assist our customers with the ability to react swiftly to their changing business needs, based on sound decisions, and created from multichannel and cross-channel analytics transformed into cognitive customer experience management.”

“We are pleased to award OnviSource the Hot Vendor ranking again this year. The company continues to release new and innovative products that enhance customer value, solidifying its role in the WFO market,” commented Mark Smith, CEO and chief research officer, Ventana Research. “OnviSource is well-equipped to capitalize on the growing demand for workforce optimization and analytics in the industry with a strong value proposition and wide range of solutions.”

OnviSource OnVision Analytics Solution to Transform WFO

OnviSourceOnviSource announced a new enterprise analytics solution called OnVision, which leverages its OnviCenter suite of workforce optimization (WFO) products to deliver information and trend analysis related to customer interactions and experience across all channels and customer touch points.

The transition of WFO to this new approach, called Customer Experience Management (CXM), requires an omni-channel method to capture relevant customer experience data from every channel, including calls, emails, chats, desktop transactions, customer surveys, and social media. However, capturing 100 percent of information from all channels can produce a massive amount of data, or big data.

The OnVision omni-channel and cross-channel analytics can greatly assist managing the big data. OnVision automatically analyzes the captured data from each channel and produces channel-dependent actionable knowledge. This is followed by OnVision’s cross-channel analytics delivering channel-agnostic, unified, and cohesive actionable knowledge and trends across all channels.

“OnVision consolidates and filters customer interaction data across the entire enterprise into seamless, usable, and actionable data,” said Ray Naeini, CEO and chairman, OnviSource, Inc. “It is the next step in the evolution of workforce optimization and big data management, providing a customer centric approach to customer loyalty and improved satisfaction.”

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

OnviSource and OEO to Hold 8th Annual Meeting

OnviSourceOnviSource and members of the OnviSource Equipment Owners (OEO) Association will gather in the spirit of “Transforming the Telephone Answering Service” at the Hilton Dallas Park Cities in Dallas, TX, April 4-6, 2016.

Attendees will have the opportunity to expand their product knowledge during the first day of educational training sessions. These sessions will highlight benefits and advantages of new product features and enhancements. In addition users will have the opportunity to pose questions directly to OnviSource service engineers regarding their particular systems and technical environment.

OnviSource will act as host on day two of the event during a site visit at their newly expanded headquarters in Plano, Texas. Business meetings, a tour of the facility and call center, and a hands-on demonstration of the new OnviCom™ teleservices platform will keep participants up-to-date on the latest OnviSource technology solutions. Giveaways and cash prizes will be awarded throughout the day.

An open roundtable discussion will encourage the peer-to-peer interaction that makes user groups so invaluable. “Many users have come to these meetings and picked up insights, tips, and tricks that have made or saved them thousands of dollars,” stated OEO association board president, Darren McGillvrey. “We expect a strong turnout this year and look forward to getting our users together face-to-face for fun and learning.”

Breaking away from the necessary business sessions, users and OnviSource team members will gather for cocktails and dinner for relaxed fun, entertainment and personal interaction.

For more information, contact Dan L’Heureux at 763-473-0210 or dan@callconsult.net.

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

OnviSource Implements Transacta Solution for CMD

OnviSourceOnviSource has successfully implemented its Transacta™ automated data transaction and unification solution for CMD (construction management data). Transacta automatically captures, associates, and unifies pertinent events and data to the lifecycle of a transaction. OnviSource helped optimize content to enable CMD to seamlessly integrate call transaction data with customer transactions in Saleforce.com, a customer relationship management platform. The project delivered single point-and-click access to all data associated with the customer transaction journey.

Several additional OnviSource software products were also employed to provide an integrated workforce optimization (WFO) solution, including call recording, quality assurance, desktop analytics, and PCI-DSS compliance. Transacta normalizes, unifies, and deposits the data in Salesforce.com, improving productivity when processing of transactions. Transacta compiles, tracks, and provides a holistic view of the entire customer transaction journey throughout multiple stages and across applications of the entire enterprise.

“Today’s enterprises utilizing multi-site owned or outsourced contact centers – each center using multi-vendor and different PBX, ACD, WFO, CRM or other enterprise platforms – are confronted with massive big data management.” said Art Yri, OnviSource CTO. “Centralizing the presentation, and normalizing and analyzing the data and information regardless of the type of platform, improves costs, operations, and customer engagements.”

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

OnviSource Announces OnviCom

OnviSource announced OnviCom™, a cost-effective, all-inclusive, and integrated suite of products providing an end-to-end solution for customer interaction applications, teleservice companies, and answering services. OnviCom is an integral part of the OnviCenter suite of solutions. It’s powered by the company’s latest OnviCenter 7 platform and its newly announced OnviLink user experience, which offers unified user interfaces, reports and dashboards, collaborative management, and application automation.

OnviCom is a direct response to the growing market demand in unification of customer interaction management and customer journey, in which customers’ transactions are processed and tracked in an integrated environment, consisting of telecom platforms, CRM applications, and workforce optimization (WFO) software. Additionally, OnviCom offers a cloud-ready platform by providing capabilities such as IP-based technologies, security measures, web services, VMware, and multi-tenant applications.

“Today’s enterprises require a unified and an end-to-end solution when interacting with their customers, demanding an integrated ecosystem of network interfaces, PBX features, CRM applications and WFO capabilities, all seamlessly working together,” said Ray Naeini, OnviSource chairman and CEO. “Our OnviCom suite of solutions fully utilizes the latest advancements in software, web services, Internet, and VoIP technologies in order to create such a unified ecosystem.”

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

OnviSource Releases OnviLink 3.0

OnviSourceOnviSource announced a new version of OnviLink, an enhanced user and manager experience for all OnviSource Workforce Optimization and Automation solutions. OnviLink 3.0 is a standard component of every OnviSource implementation and is the main interface, or portal, to the entire OnviCenter 7 suite of products and solutions.

OnviLink extends the workforce optimization and automation applications to also offer a unified, collaborative, and automated environment for managers, call center agents, and back office employees, aiming at creating productivity and excellence in the user experience. Its primary benefits are unified user interfaces, advanced information center, automation, and collaborative management.

“Completing this important milestone reinforces OnviSource’s commitment to offer solutions that are easy to use and deploy, while delivering added value to our customers,” said Art Yri, OnviSource chief technical officer. “With OnviLink 3.0, OnviSource is providing our customers with a totally integrated and robust accessibility for all their workforce optimization needs, including call recording, QA, multichannel analytics, operation continuity, unification, and automation.”

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

OnviSource Celebrates Ten Years

OnviSourceOnviSource celebrates its tenth anniversary on November 4, with year-over-year success and an increase in market share and customer base. This is due to its innovation, new products and services, and a commitment to customer care. OnviSource has been followed by multiple industry analysts, a sign of the industry’s recognition of the company’s market position.

In the last ten years, OnviSource’s has expanded in the sectors of teleservice, workforce optimization and automation, multichannel analytics, big data management, enterprise-wide transaction unification, and HIPAA-compliant secure messaging. The new OnviCenter 7™ platform and suite of add-on solutions have strengthened the company’s position in the industry. OnviSource’s outsourcing division has been ranked number one or two by major clients and established a strong foundation for growth and profitability.

“It is truly gratifying to see our vision for OnviSource come to life in such a positive fashion,” said chairman and CEO, Ray Naeini. “Nevertheless, completing our tenth year is only the first major milestone for OnviSource. Building on strong achievements in the last several years, our team experienced growth and success in offering integrated solutions in new markets, as well as in our traditional areas of contact center, outsourcing, and teleservice.”

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

OnviSource Enhances OnviCenter 7

OnviSourceOnviSource released its expanded OnviCenter 7, a consolidated infrastructure that powers an advanced, unified, comprehensive suite of software solutions and products in optimization, automation, and unification for front office (contact centers), back office functions, and operations management.

OnviCenter 7 provides an expanded suite of unified and enterprise-wide solutions offering analytics-driven and socially-enabled quality and liability management:

  • Social media with analytics-driven quality and liability management
  • Multichannel analytics, including speech analytics, desktop and process analytics, and social media analytics
  • Voice of customer (VoC) and customer sentiment
  • Workflow and process automation
  • Workforce management
  • Social media management
  • Unification of the customer transaction journey across platforms, organizations, and sites

OnviCenter 7 also offers collaborative management capability, empowering managers and supervisors to effectively monitor, engage, guide, and exchange documents with their local or remote contact center agents or back office employees. Its operation continuity software significantly reduces the operation management expenses and IT workload, while maintaining operational continuity through a series of automated operation management tools. In order to assist customers in expanding their revenues and services to their end customers, a range of service applications are offered, such as answering services, dispatch/emergency services, and HIPAA/HITECH compliant secure messaging.

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

OnviSource Releases OnviCenter 7: Next-Gen Platform for WFO

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).

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