OnviCall Products
Customer Interaction Management & CRM Applications

OnviCall's set of software solutions offer cost effective, advanced capabilities in customer relation interaction management, agent scripted transactions, workflow automation, unified communications and dispatching.

TeleServ

Universal Answering Service and Customer Service Applications

TeleEnterprise

• Custom-Scripted CRM Applications, Agent Scripting and Workflow Automation
• Custom-Scripted Coaching-Learning (called Mentora)
• Custom-Scripted Customer Survey Applications (called Inspecta)

Portica

• Unified Communications, Dispatching and Call Handling
• Portica Unified Messaging - Voice Mail, 2-Way Email Response Management, 2-Way SMS Text Messaging and Fax
• Portica Call Handling - Intelligent Call Distribution, Simple Dialers and IVR
• Portica Dispatch - Multi-Media Message Dispatching

 

OnviCall offers a set of unique capabilities:

Highly Affordable Prices and Low Cost Operation

OnviCall's highly affordable prices and ease of use facilitate cost effective and rapid deployment of advanced CRM applications while reducing training and administration costs.

A Complete Teleservice, Answering Service, Medical-Emergency Services Solution

Perform telephone answering services, teleservices, emergency and medical services, help desk services, and customer service through our highly affordable OnviCall product suite.

OnviCall brings together multiple customer interaction applications and call handling components into a single, cost effective solution for contact centers and teleservices providers. TeleServ enables multiple local and remote agents to efficiently answer phones and dispatch messages through various methods of delivery. TeleServ populates call queues, account information, customizable answer phrases, message taking, websites and more, making it easy for agents to access and view all the information needed to handle calls quickly and professionally.

Empower Your Teleservice Clients While Reducing Costs and Increasing Revenue Opportunities

OnviCall Web Portal allows clients to perform self-service functions from anywhere with Internet access. Your clients can access their messages and recordings of interactions with their end customers. Clients can update their own account information and on-call schedules as needed, providing clients with 24/7 access and convenience. This also reduces operating costs while offering more revenue opportunities.

Offer Revenue-Bearing Unified Messaging and Dispatch Capabilities While Your Incoming Calls are Distributed Intelligently to Maximize Productivity

OnviCall Portica is a cost-effective unified messaging and intelligent call handling platform for digital and analog circuits. Acting as a stand-alone system or interconnected with a PBX, Portica integrates easily with existing telecom infrastructures and services. OnviCall Portica offers various and optional features, such as:

 

Portica Unified Messaging

• Voice Mail with Multi-User & Scheduled Greeting
• Fax Messaging
• 2-Way SMS Text Messaging
• 2-Way Email Response Management (ERM)

Portica Dispatch

• Multi-Media Message Dispatching
• Messages can be viewed and archived directly from a networked PC or forwarded to an email address.
• Round-Robin or Pre-Scheduled Dispatching

Portica Call Handling

• Auto Attendant
• Call Screening
• Follow Me
• Trunk-to-Trunk Transfer
• Group Partitioning
• Intelligent Call Distribution (ICD)
• Simple Interactive Voice Response (IVR)
• Simple Dialer

 

Custom Build and Automate Agent Transactions, Workflows, Coaching and Surveys

OnviCall TeleEnterprise delivers custom-scripted transactions and workflow automation for various inbound and outbound customer interaction applications, including order-claim processing, customer services, e-commerce applications, agent coaching-learning and customer surveys. It offers significant benefits such as reducing agent's training time and costs, increasing the upside potential for every transaction, reducing transaction duration, increasing customer satisfaction and increasing agent's job satisfaction.

OnviCall TeleEnterprise is a web-based, distributed environment. Agents in geographically dispersed areas can access the system and process their transaction scripts through web-based connectivity. OnviCall TeleEnterprise provides IT personnel the ability to design and electronically publish agent transaction call flows and scripts. Customers can build individual campaign scripts to fit each client's needs rather than choosing among templates. Agents can become productive quickly because many decisions are made for them by the application. Rather than memorizing or looking up different scripts for different clients, agents can read the script on their monitors. Screens are presented automatically, based on agents' choices so they don't have to decide where to go next. The costs associated with training are much lower.

Comprehensive and Integrated Workforce Optimization (WFO) Capabilities

OnviCall applications are integrated with the rest of OnviCenter products that offer workforce optimization capabilities, including OnviCord call recording and quality and liability management and OnviSense speech analytics and data mining - Collectively providing a complete environment of Workforce Optimization and Automation (WFO-A).

Comprehensive Suite of Transaction and Billing Reports to Offer Transaction Insights and Maximize Revenues

In addition to standard reports, OnviCall offers special statistical reporting functions including averages for on-hold time, call wrap-up time, talk time and dropped calls. It also provides customized settings including agent call time limits, call assignment method, agent privileges and permissions, minimum initial contact time, maximum connect wait time, maximum calls in queue, and ring options.

Make Your Outbound Work Smarter and More Productive

By adding our OnviSense Data Mining solution (called Extracta), you can mine your customers' information and profile the data exactly to your outbound objectives; significantly reducing wasted calls while increasing the positive outcome.

Inter-working with Your Entire Enterprise

OnviCall products interface with almost all existing PBXs and can offer analog, digital, VoIP or a set of hybrid network connectivity. Additionally, Data Portals are offered to access, import and export OnviCord or customers' data.

Automate Maintenance, Reduce IT Costs, Increase Operations Continuity & Security

OnviCall products can significantly reduce Total Cost of Ownership, IT workload and maintenance costs, and improve operations continuity when adding our OnviNet Operations Management software that offer unique capabilities in:

• System recovery, backup and data management portals
• Operations monitoring, analysis, reconciliations and notifications to assure proper call recording
• Enterprise-wide integration by offering numerous third party telecom, dialers and CRM product interfaces
• Providing PCI, LDAP and other enterprise-level compliances and administration tools
• Full color or gray scale screen capture can adjust the traffic load to your network bandwidth

 

Purchase it, or Lease it from Clouds - Your Choice

OnviCall capabilities are offered through both capital purchase and cloud-based services to match customers' business and financial needs.