Vertically Integrated Customer Interaction Management Software, OnviCenter, Was Chosen to Provide Enterprise-Level Recording and Quality Assurance Solutions

Plano, TX – OnviSource Inc. announced today that it has successfully deployed to Austin Radiological Association (ARA) the enterprise and call center recording, monitoring and quality assurance portion of its OnviCenter software suite, called OnviCord, in an existing hybrid environment comprised of both Avaya’s Digital and Cisco’s IP-based telephony.

OnviSource won over the Texas-based healthcare organization based on OnviCord’s ability to operate within ARA’s established infrastructure and to deliver full call recording and quality assurance capabilities to its 55-seat and 30-seat call centers.

 
 “ARA had identified a need for quality assurance monitoring and was looking for a solution that could handle our dual phone systems,” said Jeff D’Arco, Manager of Enterprise Architecture for Austin Radiological Association.  “OnviCord was delivered as an appliance.  This has an advantage on the administration side because the system is managed as a unit, and administration is specific to those devices, providing compartmentalized management and security.  With sensitive data such as voice recordings, it is important to secure proper access controls and reliable logging.”
 

“Call recording, monitoring and quality assurance software gives us the ability to confirm proper workflows for scheduling patient appointments, identify where miscommunication may have occurred, and ensure that our staff is properly trained and prepared to handle calls, ” explained D’Arco. He went on to say, “Our team has leveraged the use of recording on several occasions already.  We’re very pleased with OnviCord’s intuitive functionality and feel we got an exceptional value.”

 “OnviCord captures and records both the Avaya and Cisco voice activities, delivering a convenient, single point of access to recordings, monitoring and quality assurance within in a single server,” explained Art Yri, Chief Technology Officer for OnviSource.  “By offering IP-enabled recording and monitoring solutions and thereby the ability to operate in a hybrid environment with other technologies, OnviSource helps enterprises and call centers like ARA transition from traditional to advanced technologies without sacrificing their initial investments.” 

About Austin Radiological Association
Austin Radiological Association (ARA) is a specialty health care organization, dedicated to providing quality imaging services in Central Texas since 1954. ARA offers a complete range of services including routine x-rays, fluoroscopy, digital mammography and women's imaging services, ultrasound, CT, MRI, neuroradiology, myelography, pediatric radiology, interventional radiology, neurointerventional radiology, nuclear medicine, PET/CT, and bone densitometry.
 
About OnviSource
OnviSource, Inc. is a Delaware Corporation headquartered in Plano, Texas, with an Operations Center in Enid, Oklahoma.
 
OnviSource offers highly affordable, end-to-end Vertically Integrated Customer Interaction Management (VICIM) software and outsourcing solutions to call centers and enterprises, enabling them to cost effectively manage customer interactions while successfully fulfilling conflicting objectives of cost reduction vs. customer satisfaction and revenue growth. OnviSource VICIM solutions capture, distribute, fulfill and manage customer interactions while integrating, automating and optimizing the required processes and resources.  
 
OnviSource’s integrated product portfolio, OnviCenter, offers voice and data applications, inbound/outbound call handling, call recording, quality assurance and compliance management, workforce and performance optimizations, as well as vertical enterprise business applications.  OnviCenter products are available for capital purchase or as hosted and outsourced services.
 
OnviSource’s award-winning OnviServ offers performance-based, technology-enabled outsourcing services in telemarketing, campaign management, customer transaction management and customer churn management.
 
OnviSource solutions have been acquired by more than 1,000 customers with installations in North America, Europe and Japan.
 

For more information contact:

Deborah Cromwell

Tel: 800.311.3025

Email: deborah.cromwell@onvisource.com

www.onvisource.com