We offer software solutions or cloud services that can deliver intelligence and automation to a broad range of your critical functions in your contact centers and back offices, while empowering you to effectively manage your customer experience.
OnviSource's Workforce Optimization (WFO) is a suite of solutions based on the concept of "Capture All, Analyze All, Automate All, Improve All".
Our multimedia capture, recording and monitoring generates a goldmine of valuable information and knowledge, analyzed by our multi- and cross-channel analytics in order to produce actionable knowledge that can automatically or manually act to improve customer interactions, agent's performance, compliance management, back office transactions, etc. Meanwhile, our operation continuity and assurance tools automate critical IT functions and reduces IT workload.
Multichannel Capturing, Monitoring, Recording and Data-Media Management
Quality Assurance and FCR Improvement
Multichannel Analytics and Trend Analysis
- Workflow Automation
- Critical Event Detection and Notification
Operation Continuity and Operation Assurance
- Data-Media Backup, Archiving, Purging, Retrieving, Restoring
- Software Version Control and Updates
- Call Recording Assurance Monitoring and Alerting
Workforce Management (WFM) for Contact Centers and Back Offices
The new era of workforce management solutions has moved away from the expensive, cumbersome and difficult to use legacy products. OnviSource offers a new generation of WFM with a broad range of capabilities empowering full control over scheduling and managing the workforce in contact centers and back offices; as well as offering features that can manage intra-day changes common in the real world of workforce management.
- Next Generation and Cost Effective WFM
- Community-Based and Collaborative
- Intra-Day Change Management and Optimization
- Multi-Tiered Portals for Analysts, Supervisors, Agents, etc.