Persona Automated Workforce Management Tools include Forecasting, Scheduling, Agent Empowerment, Management and Communications for Call Centers of All Sizes

OnviSource, Inc. today announced the rollout of OnviCord Persona, an affordable workforce management tool with sophisticated scheduling features that fully automate and simplify complex resource planning and management.  Persona is the newest addition to the company’s OnviCenter 6 suite of fully integrated customer interaction management products.

Call centers are challenged to schedule enough agents with the right skills to maintain a high level of customer satisfaction during peak calling times without having several of them idle during slower times. Persona is designed to accurately forecast staffing needs and build a schedule to meet them, even when scheduling for multiple sites across multiple time zones.  It produces appropriate shifts that fit agents’ preferences and applies them to meet target workloads on every account group.

Persona uses historical call data to predict and define staffing to meet the service levels of any call center.  It then incorporates those service level requirements, available resources and priorities to develop a highly accurate schedule based on projected call traffic, agent tasks, service levels, employee availability, and required skills. Persona offers capabilities that are critical to call center resource planning and management, such as forecasting, scheduling of resources, empowering agents to control their own schedules and managing the resources; as well as providing communications, reports and messaging.

“Few call center managers would deny the value of Workforce Management software, but until now the total cost of ownership for available applications has prevented most from implementing the technology,” explained Ray Naeini, Chairman and CEO of OnviSource. “With Persona, Workforce Management is no longer a luxury, affordable to only the largest organizations.  Persona delivers an affordable solution that can be implemented by call centers scheduling as few as 15 agents for one location. And it works just as well for call centers that schedule thousands of agents across multiple sites. It is also fully integrated with our suite of workforce optimization and agent transaction automation.”

Persona installs easy and deploys rapidly, conserving valuable IT resources and reducing training time.  From the start, these advantages ease the total cost of ownership for any size call center.  Automation of the scheduling process saves invaluable time for supervisors who may have used manual processes previously.   

OnviCord Persona is fully integrated with OnviSource’s core product suite, OnviCenter 6.  OnviCenter 6 offers a series of highly affordable, fully integrated workforce optimization tools, agent transaction automation software and prepackaged contact center business applications for virtualized and distributed call center environments. Persona can also be integrated with other call center and enterprise products.

OnviCenter 6 is fully supported by the company’s Customer Relations Management (CRM) Program, a series of customer-centric, value-added services that reach beyond the industry’s standard customer support services.

About OnviSource
OnviSource, Inc. is a Delaware Corporation headquartered in Plano (Dallas area), Texas with an Operations Center in Oklahoma. OnviSource is a leading provider of highly affordable and integrated Workforce Optimization and Customer Interaction Management software and award-winning outsourcing solutions.

OnviSource’s product suite, OnviCenter 6, offers highly affordable, fully integrated software solutions for inbound and outbound call handling, workforce optimization, agent automation and contact center business applications.   

OnviSource’s award winning OnviServ offers performance-based and technology-enabled outsourcing services in telemarketing, campaign management, order processing-fulfillment and customer support.

OnviSource has provided contact center solutions to thousands of business enterprises worldwide.