OnviSource offers an ecosystem of highly affordable Workforce Optimization and Automation (WFO-A) solutions offered to contact centers and enterprises as software products, SaaS, managed services or business process outsourcing (BPO) services - collectively supported by a set of Customer Lifecycle Assistance Services beyond conventional customer support programs.
OnviSource was established as a Delaware corporation in 2004. In order to effectively and rapidly implement the company's vision, it pursued an acquisition strategy to integrate call center products and outsourcing solutions from certain emerging companies with an established customer base and products that could directly contribute to building the highly affordable ecosystem of workforce optimization, workforce automation, customer assistance and BPO outsourcing services.
In 2005, OnviSource acquired three emerging product and outsourcing companies with over 20 years of combined experience in the contact center market.
Acquisition of the following three companies, combined with significant additional organic product and service development and integration, enabled OnviSource to realize a much faster rollout of its vision:
- Davacord (formerly VoiceLogger) delivered advanced contact center software products in call center workforce optimization, such as call recording, VoIP recording, monitoring, agent evaluation and quality assurance.
- CadCom Telesystems offered contact center workforce automation and business applications software, such as teleservices. Additionally, the company offered a series of capabilities in contact center Unified Communications such as call processing, intelligent call distribution, voice mail, messaging, IVR and dialers.
- Business Solutions provided award-winning and performance-based contact center Business Process Outsourcing (BPO) services, such as telesales, customer transaction management, campaign management, customer services and customer retention to some of the largest and national telecom service providers.
In a very short time OnviSource consolidated the acquisitions, completed an ambitious re-branding project, expanded staff from 80 in 2005 to over 150 in the beginning of 2010, and crafted a business plan to deliver highly affordable products and services designed and priced to appeal to a broad range of markets, specifically to the estimated 55,000 U.S. call centers with fewer than 200 agents.
OnviSource strongly believes that its vision, strategies and its unique ecosystem of solutions directly and favorably address the emerging and growing needs and requirements of the $2.6B contact center industry. Company’s solutions have already been acquired and installed in more than 1,000 customer sites in North America, Europe, Japan and Australia. Company serves contact centers in major verticals such as financial, banking, call center outsourcing, insurance, telecom, government agencies, transportation and construction. Company’s products are also used by more than 150 customers in Teleservices and Telephone Answering Services (TAS) contact centers, where customers utilize OnviSource’s Workforce Automation (WFA) applications, Unified Communications and its WFO suite of software products.
Our award-winning outsourcing services were ranked number one in multiple categories by a major national telecom service provider in the last several years. OnviSource has been able to deliver high quality, fully compliant and positive results to its BPO outsourcing clients.
OnviSource demonstrates a strong focus on customer satisfaction and customer loyalty through dedicated customer-centric programs managed by a Customer Relation Management (CRM) Team consisting of fully empowered executives of the company. Customers have direct and immediate access to company’s decision makers. The CRM Team is empowered to resolve escalated issues quickly and completely, using its established Customer Focus Program (CFP). Customers are encouraged to directly contact anyone in the company, including the CEO, if they are not satisfied. Our strategy strongly emphasizes customer loyalty. OnviCare programs are intended to offer true partnership services far beyond conventional customer support.
OnviSource is pioneering the call center WFO industry with its unique business model that offers both software and business process outsourcing solutions. Company continuously and incrementally develops competencies based on the “know-how” and best practices gained from its OnviServ BPO services and from managing its real world call centers division. This knowledge is then transformed into advanced OnviCenter WFO-A software solutions by the company’s software product division. OnviCenter products are provided to target markets with real world trials, experiences, case studies and return-on-investment evidences obtained from OnviSource call centers. Meanwhile, the company’s outsourcing division takes advantage of OnviCenter latest technologies developed by the product division in order to significantly improve its outsourcing services. This cyclical and synergistic business model has broadened OnviSource’s solutions and provided business diversification, financial strength and unique market differentiations.