OnviTrax AutoAgent
Unified and Automated Agent Desktop Software

OnviTrax AutoAgent is a web-based application that automates call center agents' desktops, allowing them to focus on customer interactions and assist with many types of calls.

AutoAgent automation provides advantages that work to simplify agent processes and aids in preventing costly mistakes, providing automated coaching, significantly reducing the cost of training and re-training, updating and distributing information valuable to agents, increasing both customer and agent satisfaction and presenting a uniform customer experience in a virtual environment.

The OnviTrax system accesses the client's database to automatically populate customer information fields and to generate follow-up emails for clients and customers in the background during a transaction. This eliminates costly errors and frees the agent to focus on the customer.

Call center managers can customize the call flow for each client. The call center administrator can configure the agent prompts and controls for collecting information and presenting screens using AutoAgent's groundbreaking drag and drop configuration tools. AutoAgent makes total cost of ownership very affordable for smaller operations because it does not require highly specialized IT personnel to integrate the software with other applications.

Features

• Easily accessed, web-based program
• Maintains a contact database with information about each client's customers
• Segregates the database by client to secure their data
• Automates workflow
• Automatically activates the campaign script associated with the dialed number identification service (DNIS) of the 800 or 900 number
• Automatically pulls customer information stored in the client's database associated with the caller's ANI (caller ID) to populate customer information fields
• Seamlessly integrates transaction functions at the agent desktop using a common interface
• Presents screens in a predefined sequence based on the agent's selections
• Automatically completes database entries and sends follow-up emails to clients and callers during a transaction
• Easily customizable for each client
• Drag and drop configuration tools make it easy to tailor the workflow for each client
• Familiar controls for configuring navigation and collecting information

Benefits

• Affordable for small to medium-sized call centers
• Ease of use results in lower training costs
• Agents have fewer opportunities to make costly mistakes
• Transactions flow smoothly, resulting in greatly improved agent productivity
• Agents are enabled to focus on the customer, which improves customer and agent satisfaction
• Frees agents to perform other services without additional technology or extensive training
• Makes customization for individual clients affordable
• Lower total cost of ownership