OnviCall
Customer Interaction Management Applications

OnviCall is a suite of business applications in an easy to use integrated platform for organizations conducting customer interactions over the phone. OnviCall brings together multiple call handling components into a single, cost effective solution for contact centers and teleservices providers.

TeleCommerce is an easy to use order taking and payment processing application. Contact centers can easily expand their current inbound business and build new revenue by adding order entry as well as credit card processing and check payments to their services.

TeleCommerce order entry presents customer histories, catalogs and products to agents. Agents builds orders using a shopping cart that calculates totals, including tax, shipping and builds a temporary invoice. Agents can look up previous customers and their order histories to readily view past purchases, making it easier to up sell and cross sell like items.

Payment confirmation allows agents to select a payment type, enter credit card information or banking information, if paying by check over the telephone. TeleCommerce also builds the final invoice for order confirmation.

Benefits:

• Leverage your agent workforce by adding order entry services.
• Leverage your existing client base by making order entry services available.
• Tap into new markets and build revenue by offering order entry and payment processing services
• Capitalize on previous investment in ACD and call handling systems.
• Expand your business with minimal impact to your existing infrastructure.

Features:

• Customer and product databases for multiple clients
• Automated order taking and requests for service
• Customer look-up with auto-complete fields
• Order Status
• Credit card processing and refunds
• Import product catalogs
• Shopping cart
• Order history

TeleCommerce is powered by AutoAgent agent transaction automation software.
TeleCommerce can be integrated with third party inventory management systems.

TeleServ is a proven Telephone Answering Services (TAS) business application. TeleServ utilizes OnviNet components to deliver the automated telephone answering service functionality and management reporting needed to successfully operate a profitable TAS business. TeleServ enables multiple in-house and remote agents to efficiently answer client's calls and dispatch messages through various methods of delivery.

TeleServ's main user window populates call queues, account information, customizable answer phrases, message taking, websites and more, making it easy for agents to access and view all the information needed to handle calls quickly and professionally.

TeleMed is a Telephone Answering Services (TAS) business application that provides resource calendars for doctors, medical practices and other highly scheduled clients. TeleMed can optionally enable clients to conveniently update their account information and on-call schedules online. Additionally, they can retrieve their messages and call recordings where applicable.

TeleContact is an outbound telemarketing application. Telephone answering services can expand their services and maximize their workforce by performing outbound campaigns during periods of low call volume.

TeleContact includes an auto-dialer function as well as customer database. Auto-dialing eliminates errors and dramatically increases the number of live contacts made each day. Minimal training is required to get inexperienced agents operating efficiently, saving valuable time and resources.

When used in conjunction with OnviTrax AutoAgent scripting, TeleContact drives telemarketing campaigns to completion faster and with a greater number of successfully closed transactions.

OnviCall utilizes OnviNet components to deliver these services.

OnviNet Telephony Server receives inbound calls and routes them to greeting, agents and voicemail. Telephony Server also enables calls to be patched and recorded. ACD and ICD call routing is performed by the Telephony Server to ensure that calls are distributed to properly skilled agents. Telephony Server also supports remote agents via dial-up line or data service.

OnviNet Portal provides greetings and voicemail. Optional dialing and unified messaging capabilities

OnviNet Message Server dispatches messages to fax, numeric and alphanumeric pagers, email, etc.

OnviNet Web is a web server that enables contact centers to offer their clients web access to configure their account and schedules and retrieve messages and call recordings.