OnviCenter Software Products

Company offers OnviCenter, a suite of product families that encompasses the full range of OnviSource software product solutions.  The full suite of OnviCenter solutions can be purchased in its entirety as a bundled solution, partially integrated, or as individual products. Open architecture supports integration with other third party products and industry standards.   Servers can be added to increase capacity, modularity or redundancy.  OnviCenter provides “virtualization” that allows 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, business sharing, overflow, redundancy, disaster recovery, skill sets and other business arrangements.

OnviCenter is based on a multi-layered architecture, each layer providing a family of related products in workforce optimization and workforce automation.

Automated Workforce Communication & Operations Continuity
OnviNet Products

This layer provides Unified Communication (UC), call processing, load distribution and the network infrastructure for all OnviCenter software applications, including the network telecom interfaces for T1, E1, PRI, analog-digital lines, and VoIP. OnviNet delivers Operations Continuity thru system back-up and recovery; as well as automated monitoring and notifications of system’s critical operations. OnviNet is also the integration point for third party switches, applications and CRM data bases. OnviNet products include:
  

• Portica
• Voice mail and messaging
• Dispatching, Notifications and SMS
• Interactive Voice Response (IVR), Intelligent call Distribution, Dialers
• Ensura
• System back-up, redundancy and recovery, packaged in optional and progressive layers
• Informa
• System operations audit and automatic multi-media notifications due to user-defined operation measurement indicators
• Integra
• A broad range of interfaces with third party CTI, CRM and Telecom products; as well as offering VoIP, TDM or hybrid integrations

 

Workforce Automation Tools
OnviTrax Products

This layer provides software tools to develop and run automated agent scripts and contact center CRM applications.

• AutoAgent
• A scripting and workflow automation tool for developing and running scripted and automated agent transaction applications, agent coaching, agent performance management and other agent applications

 

Workforce Optimization
OnviCord Products

The OnviCord layer includes all the workforce optimization applications of OnviCenter.  OnviCord records multiple telephony sessions for TDM, hybrid, and VoIP voice and data streams in a single chassis.  Contact centers can have any hybrid mix of channels – supporting gradual migration to VoIP. OnviCord products offer:

• PRO and Express
• Full and 100% digital, analog, VoIP or hybrid call recording and monitoring
• Pictora
• Screen Capture with the option of gray-scale to minimize the load on bandwidths
• Excella
• Quality assurance and agent evaluation with optional embedded and integrated speech analytics
• Persona
• Workforce management and scheduling
• Explora
• Speech Analytics - Speech mining and analytics that provide enterprise-wide benefits and actionable knowledge in quality assurance, performance management, sales, marketing and business intelligence
• Extracta
• Data Mining, Profiling, Intelligent Distribution – Data mining and analytics, profiling data based on user’s mining rules; as well as intelligent and user-defined data distribution and archiving
• Performa
• User-defined KPIs, performance monitoring, measuring and reports
• Mentora
• E-Coaching, agent transaction scripting and automation
• Scripta
• Monitoring, measuring and notifying agent’s adherence to scripts, screens and performance KPIs; as well as the detection of user-defined Business Intelligence (BI) events during agent’s transactions.
• Inspecta
• Providing customer survey and reporting capabilities

 

Automated Workforce Applications
OnviCall Products

Included in layer 4 are prepackaged call center and enterprise businesses and CRM applications. OnviCall products utilize products from all other layers to offer a complete and turn-key transaction and application package. OnviCall products include:

• TeleServ
• Contact center applications for telephone answering services, teleservices, hospital Help-Desks, emergency and medical services
• TeleCommerce
• Inbound order, claim and transaction processing applications, including customer credit card processing, CRM or inventory data base interfaces, etc.
• TeleContact
• Outbound telesales and campaign management applications, including extensive outbound target list mining, analytics and profiling, list distribution management, power dialers and agent transaction scripting.

 

Integrated Workforce Optimization & Automation (WFO-A)
Automata Products

This is the ultimate layer in offering optional and progressive integration of all products in all layers for the purpose of providing a unified, continuous and automated process of “Automate, Record, Analyze and Optimize”.  Automata products deliver the industry’s first integration of agent automation, coaching, recording, monitoring, analyzing, informing and calibrating; all operating in an automated, continuous, unified and cyclical fashion to deliver end-to-end workforce optimization, automation and calibration. Automata products utilize the following OnviCenter products, packaged based on user’s options, to deliver the ultimate contact center workforce optimization and automation:

• Mentora, Extracta, Scripta – To Automate – Automating Transaction Data Mining, Data Distribution and Scripting the agent’s transactions
• PRO, Express, Pictora – To Record – Data, voice and screens
• Excella, Explora, Extracta, Performa, Scripta – To Analyze – Analysis and reporting of recorded calls, data, screen transactions and agent transactions 
• Scripta, Portica, Informa – To Optimize – Notify, alert, modify, calibrate