Tag Archives: OnviSource

OnviSource Releases OnviLink 3.0


OnviSource 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 offering 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 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 Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

OnviSource Celebrates Ten Years


OnviSource 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 Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

OnviSource Enhances OnviCenter 7


OnviSource 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 Lyle DeHaan, PhD  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 Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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 Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

OnviSource Announces OnviLink

OnviSource announced the release of OnviLink, a new addition to the company’s OnviCenter suite of Workforce Optimization and Automation products. OnviLink optimizes and automates the workforce and customer interaction process. It unifies the OnviCenter suite of products – including call recording, screen capture, QA, speech and desktop analytics, notification and messaging platform, and customer interaction applications – and introduces real-time analytics, comparative analysis, and rule-based actions and content delivery.

Contact centers, while using today’s workforce optimization products from various vendors, will require further unification and automation of manual processes and functions utilized in their interactions with customers. OnviLink automatically captures and records calls, screens, and data. It then analyzes the captured media according to user-defined rules utilizing speech and desktop analytics. New comparative analysis technology evaluates the results against key performance indicators and generates actionable knowledge. User-specified actions and content deliveries are then automatically triggered, including alerts, emails, SMS, APIs, or the launch of other applications. Actions are distributed according to user-defined distribution lists and targets. Each step in the process can be configured using the OnviLink intuitive user interface.

OnviSource plans to progressively roll out three releases of OnviLink in 2013.

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

OnviSource Announces OnviGuard Secure 2-Way Messaging and Content Delivery

OnviSource announced OnviGuard secure 2-way messaging and content delivery, a new addition to the company’s OnviCenter suite of workforce optimization and automation (WFO-A) products. OnviGuard’s encrypted secure messaging and content delivery fully complies with the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information Technology for Economic and Clinical Health (HITECH) Act, and other applications requiring secure content delivery.

OnviGuard is designed to help call centers comply with federal regulations by providing security, data integrity, and secured access through smartphones, tablets or computers, maintaining the security of Electronic Protected Health Information (e-PHI) as part of HIPAA.

“Customers can offer their end-user clients convenient secure messaging as a cloud-based service through the OnviGuard Secure Web Server, eliminating the burden of security and compliance adherence,” stated Art Yri, chief technology officer at OnviSource. “End users could then gain the advantage of consolidating various devices and pagers into a single smartphone device, reducing expenses, and simplifying communication while protecting their medical practice.” OnviGuard can be added to OnviSource’s existing products with no or minimal agent training.

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

OnviCenter Available Through Avaya DevConnect Select Product Program

OnviSource, Inc. announced that OnviCenter, its portfolio of business analytics, customer interaction process automation, and workforce optimization software products, will be orderable through Avaya, a global provider of business collaboration and communication solutions, via the Avaya DevConnect Select Product Program. The Avaya Select Product Program offers customers a streamlined way to order Avaya-compatible, third-party applications, chosen for the powerful capabilities they bring to Avaya’s portfolio.

OnviCenter has been compliance-tested for compatibility with Avaya Aura® Application Enablement Services. By integrating with an Avaya platform, OnviCenter products enable organizations to extend their Avaya unified communication and telecom infrastructure to a total enterprise solution, providing a broad range of business analytics, process automation, and workforce optimization capabilities. Such capabilities utilize call recording, screen capture, analytics-based quality and liability management, speech, and desktop analytics, customer interaction applications and process automation software to help reduce costs, improve quality, and manage liability; as well as automatically transform information captured from customer interactions into actions for sharing across the organization.

Streamlined ordering of OnviCenter through the Avaya Select Product Program is available in the U.S., Canada, and the EU, and is expected to expand globally during 2013. Offers may vary by country. Delivery, implementation, service, and support are provided by Select Product Program companies.

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

OnviSource Releases Software-Based PBX and Telephony Server

OnviSource released OnviTel, a new addition to the company’s OnviCenter suite of Workforce Optimization and Automation (WFO-A) products. OnviTel provides turnkey solutions for IP and digital PBX, voicemail with email notification, interactive voice response (IVR), auto-attendant, conference bridges, and call screening. It can also operate as a telephony server for OnviCenter WFO-A products, offering call recording, voicemail, answering service, and customer interaction solutions with telephony interfaces to a network.

OnviTel can be used as a stand-alone product or integrated with other OnviCenter products. Its software-based structure and VoIP capabilities can reduce expenses in both the purchase price and monthly network service charges. Customers can obtain a turnkey solution to provide PBX and integrated call center applications with savings in procurement and operation.

OnviSource’s call center and offices in Oklahoma use OnviTel, integrated with company’s WFO-A products to meet their telecom infrastructure requirements. The company’s offices and contact centers in Texas are in the process of deploying OnviTel, scheduled to complete by end of January. OnviSource also employs OnviTel as part of its OnviCloud infrastructure that provides cloud and managed services to customers.

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

OnviSource Announces OnviForce, Workforce Solutions

OnviSource announced a new multi-channel delivery of its solutions, called OnviForce, a set of solutions for delivery through multiple channels of OnviCenter premise-based software solutions, OnviCloud self-service cloud services, and OnviServ Business Process Outsourcing services.

OnviForce is the culmination of a focused, long-term strategy to develop solutions that bring optimization and automation to contact centers and enterprises via affordable products and services that deliver a low total cost of ownership while providing options to purchase, outsource, or use as cloud-based services.

All OnviForce solutions are supported by OnviCare Customer Lifecycle Assistance Services, that deliver technical support, as well as, operation and business management and business intelligence services.

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