Call Center Software Products and Outsourcing Services

OnviNet
Operations Management Solutions

OnviSource understands that proper and effective management of the operation of advanced workforce optimization and automation products by users is critical to their entire enterprise. Users need operations management capabilities that are easy to operate and administrate, provide reliability, automation, enterprisewide connectivity and a lower Total Cost of Ownership (TCO).

OnviNet software solutions offer cost effective, advanced capabilities in operations management, continuity, reliability, assurance and compliance for OnviCenter WFO-A software products. Additionally, OnviNet applications provide a variety of interfaces and interconnectivity of OnviCenter to third party telecom, CRM or other database products. OnviCenter solutions do not stop at offering functionality but provide complete lifecycle management of OnviCenter products.

In the following ways, OnviNet products can significantly reduce TCO, IT workloads and maintenance costs. Users can improve operations continuity when adding our OnviNet Operations Management software.

System recovery, backup, data management and data portals
Rule-based data and media copying, archiving, backups, purging and archive-accessed playback
Operations monitoring, analysis, reconciliations and notifications to assure proper functionality of the system
Automatic monitoring of call recording operation, rule-based comparative analysis using multiple sources, generating notifications and reports, and calibration of call recording data base and media
Enterprise-wide integration by offering numerous third party telecom, dialers and CRM product interfaces, including almost all PBXs, VoIP, Digital and Analog interfaces
Providing PCI, LDAP and other enterprise-level compliances and administration tools
Rule-based alerts and notifications to customer's and OnviSource's Operations Control Center (OCC)

OnviNet Operations Management Products

Persona Workforce Management & Scheduling

Workforce Management Software
Agent scheduling based on historical workload data, skills, etc.
Agent web-based self-scheduler

Ensura Operations Continuity

Operations Continuity

° Redundancy

° Backup & Recovery

Data Management Software

° Media Manager - Copy, Archive, Backup, Rule-Based Purge

° Data Manager - Data Portal, Data Export

Informa Operations Assurance

Call Recording Assurance (CRA)

° Call Recording Comparative Analysis

° Notifications, Reports

° Calibrations

Operations Assurance

° Functionality Monitoring, Analysis

° Notifications, Reports

° Calibrations

Integra Operations Conformance

• Third party data and CRM application interfaces and proxies

• Telecom product interfaces including most brands of PBX including Avaya, Mitel, TDI, InterTel

• Compliance such as PCI

• Enterprise administration such as Lightweight Directory Active Protocol (LDAP)