Our Solutions

Our highly affordable Vertically Integrated Customer Interaction Management (VICIM) software and outsourcing solutions provide an end-to-end capability to effectively capture, distribute, fulfill, and manage customer interactions while integrating, automating, and optimizing the required processes and resources.

OnviSource offers OnviCenter software products and OnviServ outsourcing solutions.

Product Portfolio

OnviCenter product portfolio provides highly affordable, end-to-end and vertically integrated customer interaction management software solutions, consisting of:

Interaction Capturing
OnviNet Interaction capturing and processing of inbound, outbound or blended voice,
data, IP-based interactions while optimizing resources through utilization of Interactive Voice Response (IVR), Unified Messaging and Auto-Dialers

Interaction Distribution and Optimization
OnviTrax

• Utilizing historical and dynamic data regarding the availability and performance of resources to intelligently distribute the interaction workload and increase the throughput
  
• Interaction Optimization through Workflow Integration, auto-application integration, Session Management, Workforce Automation, Data Mining, Auto-Scripting, and Messaging
• Performance management through configuration of key performance indicators, measurements, alerts and reports

Interaction Quality Assurance
OnviCord Interaction recording, monitoring, quality assurance, alerting, and reporting

Interaction Fulfillment
OnviCall Interaction fulfillment through automatically invoking related and fully integrated applications such as teleservices, resource scheduling and dispatching, telemarketing and campaign management, order processing and fulfillment

Interaction Management
OnViews Providing a single point of interaction for agents, supervisors, and administrative personnel; as well as facilitating a single point for configuration, provisioning, measurement, analytics, assessment, and reporting for all resources, processes, and functions involved in customer interactions and transactions
Outsourcing Services

OnviServ outsourcing services are delivered utilizing a systematic combination of technologies, agents, and facilities, as shown below, to offer a suite of award-winning, integrated and performance-based solutions:

• OnviCenter VICIM Product Portfolio - Full utilization of OnviCenter vertically integrated solutions - Integrating, automating, optimizing, and managing the customer interactions
• Agent Performance Improvement - Proven programs in agent sourcing, training, mentoring, and a continuous process of ranking, filing, and improving
• Continuous and Closed-Loop Business Process Management - A cyclical process of discovery, planning, execution, measurement, and improvement; controlled by configuring and measuring specific key performance indicators
• Fully Equipped and Optimized Facilities - Expandable and self-contained company facility equipped with data center, redundant telecom, data networking, employee training, and activity centers

OnviServ outsourcing services assist enterprises to successfully market their products, effectively perform their customer transactions, and increase their customer satisfaction and loyalty through various customer retention programs. OnviServ programs include:

• Customer Transaction Management
• Offering various customer contact, interaction, and transaction fulfillment
• Customer Churn Management
• Delivering customer retention, reducing churn, and establishing customer loyalty
• Telemarketing & Campaign Management
• Providing a variety of sales, marketing, and campaign services