OnviSource Unveils “OnviCenter 6” The Next-Generation Contact Center Software Solution

Nov. 7, 2007 - PRLog -- Plano, Texas – OnviSource, Inc. announced today the rollout of OnviCenter 6, a next-generation contact center software solution offering a series of affordable, fully integrated workforce optimization (WFO) tools, contact center business applications and agent desktop automation. OnviCenter 6 also supports the distribution and management of calls and customer transactions among distributed call centers, remote agents and virtual enterprise environments.

“Today’s call centers are faced with achieving conflicting objectives, ranging from improved customer satisfaction to increased productivity and revenue growth,” said Ray S. Naeini, Chairman and CEO of OnviSource. “In the process of meeting such objectives, call center managers are continually challenged with balancing labor costs and agent productivity with customer satisfaction; integrating different products from multiple vendors; as well as effectively handling distributed call centers and remote agents – a growing trend in today’s call center industry.”  

OnviSource’s next-generation solution is centered on four major offerings. First, it provides highly affordable, bundled and fully integrated WFO software tools, including call recording and quality monitoring, workforce management, coaching, performance management, and voice-data analytics. All of these tools are pre-packaged and fully integrated to significantly reduce labor costs while increasing productivity. Call center managers no longer have the burden of making diverse software applications work together.

Second, OnviCenter 6 incorporates a unified, automated agent desktop that simplifies integrating WFO tools as well as automating agent transactions and workflow; dramatically increasing productivity and reducing costs while increasing customer satisfaction.

Third, OnviCenter 6 further optimizes the workforce through “virtualization” tools that allow call centers to build an “anywhere anytime” call center. These virtualization tools support automatic call distribution and management of geographically-dispersed call centers and remote agents with load sharing, overflow, redundancy, disaster recovery, skill sets and other business arrangements.

Finally, OnviCenter 6 is offered with a series of pre-packaged business applications, such as teleservices, medical and emergency services, telemarketing and order-claim processing.

“The time is right for a paradigm shift in the way we offer solutions to this industry,” Naeini explained, “instead of force-fitting traditional point solutions to resolve new challenges. The best solution for today’s call center is far from the traditional approaches. The time is right for a highly affordable, virtualized and fully integrated WFO software solution, offered with unified and automated agent desktop.”

OnviCenter 6 is supported by OnviSource’s outstanding Customer Relation Management Support Services, including a One Call Solution Center, Customer Focus Program and Customer Professional 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, virtualized and integrated software solutions for inbound and outbound call handling, workforce optimization, agent unified-automated desktop and contact center business applications. OnviCenter enables users to achieve the highest levels of performance with multiple capabilities at a highly affordable price from a single vendor.  

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.

http://www.onvisource.com

Website: www.onvisource.com