OnviServ Advantages

Award-Winning Outsourcing Services

Our full service contact center, OnviServ, offers all-inclusive performance-based outsourcing services with expertise in telecommunications and customer support.
We offer full or partial services dependent upon your objectives and budgetary requirements.

Proven Performance Year After Year

OnviServ has received a number of telecommunications industry awards for being the leader of successfully delivered sales, marketing and customer support services to
some of the largest telecom service providers.

For four years running, OnviServ has ranked "Best in Class" in outsourcing services for generating the highest incremental and long distance revenue for one of the nation's top telecommunications providers.

Our proven and consistent record of high performance makes OnviSource a proud
partner and outsourcing expert in the telecommunications industry.

Performance-Based Pricing

Payment based on performance means that our success is reliant on your success.
We're highly motivated to do all we can to create a win-win environment for everyone. OnviServ offers the most cost-effective and flexible outsourcing available.

Performance-Based Pay Model
OnviServ is so confident in the ability of its outsourcing services to produce positive
results for your campaign that we offer a performance-based payment model. You only
pay for calls that deliver a quantifiable outcome! Thus, cost per phone contact is less expensive using our performance-based option.

Per Transaction Payment
OnviServ can develop campaigns based on a flat fee per transaction for predictable
budget management.

Per Call Minute
Customers who choose this payment option for inbound traffic are billed a flat rate per minute so they only pay for the exact time agents spend on the phone.

Monthly Retainer
For programs reliant on availability and expertise rather than quantifiable results, a
monthly retainer option ensures that our expert agents are always available to service
your customers.

Per Agent-Per Month or Monthly Flat Fees
Offering cost-effective Per-Agent-Per-Month for ASP, or flat fees for Hosted Applications.

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Revenue Development

Because of our expertise and technological resources, OnviServ often identifies and maximizes untapped revenue streams for our customers. Mining and the analysis of performance reports, made possible through using our OnviCenter software
technologies, help us to recognize trends and discover where new opportunities lie. OnviServ works with customers to create programs and expand services that capitalize
on these additional opportunities. We can do the same for your business.

Cost Savings

Outsourcing through OnviServ enables companies to focus on their core competencies
while implementing short or long-term campaigns. Call center activities may not be
within your company's realm of expertise. With OnviServ, you reap the benefits of our professional call center without incurring the cost of purchasing and maintaining
expensive equipment.

Expenses associated with housing and maintaining additional workforce can be cost prohibitive as well. Companies who choose OnviServ reserve capitol and resources otherwise needed to fund technology, quality monitoring, recruiting, training, incentive programs and more.

Optimized and Automated Call Centers

Our technology-enabled environment makes it possible for OnviServ to make more
money for our clients and our agents. Call handling tools like predictive dialing give
agents a chance to reach a greater number of contacts and generate more sales. We
are able to retain quality agents due to our success in the outsourcing business.

Our state-of-the-art telephony equipment regulates the number of calls coming in and
going out to ensure that we always have the right number of agents available to handle your customers as soon as they make contact. Call traffic is continually monitored to
avoid long hold times, dropped calls and customer dissatisfaction.

OnviServ employs the latest voice and data recording systems to meet compliance standards and provide an accurate picture of how our agents conduct transactions. We monitor live conversations and view the way agents work through transactions using
floor supervisors and innovative screen capture technology. Training based on this
factual information is highly effective, allowing us to manage our workforce efficiently
in a completely objective atmosphere.

Agent Development

OnviSource takes great pride in our stable, tenured workforce. We support agent advancement through ongoing training and incentive programs with rewards and recognition to honor their success and acknowledge their achievements. Many of our
agents move on to positions within OnviSource that broaden their careers and skill sets.

OnviServ agents are capable of far more than order taking. They're trained to handle
a wide variety of transactions and recognize opportunities to up-sell and cross-sell
when applicable. Our award-winning sales programs contribute largely to our consistent annual growth.

OnviServ accommodates growing demand through rank and file management of our scalable workforce. We are disciplined in the way we monitor productivity to ensure that
all agents are high producers and possess a full range of skills to meet the needs of our customers.

Scalable Workforce

Agents can be dedicated or shared dependent upon the level of skill required and the volume of calls generated through your campaign. OnviServ has the ability to manage shifting call volume with automated call blending across inbound and outbound groups
to ensure that your contacts are never kept waiting during peak call periods.

Client Partnership Programs

OnviServ partners with you, giving you the same respect and attention we show our
own employees. We encourage client involvement and seek input and feedback
throughout your campaign to ensure that we meet and exceed your goals and
standards of performance. Partnership accounts for our ability to perform at a level
above our competitors.

OnviServ develops joint customized marketing programs to study and survey the
market and maximize the success of the main program. These generally short-term programs, such as market trials, ramp up and surveys, are conducted objectively and methodically to gain valuable market data. Responses and results are tracked in real
time and are compiled daily in the form of actionable reports. Partners can view this information via email, fax and online.

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Customer Interaction Management

Using OnviSource's proprietary technologies in data capturing, mining and analyzing. OnviServ mines databases for relevant information to ensure that your campaign is targeted to a well-defined list.

Automation and optimization applications enable OnviServ to make contact quickly and
with minimal errors, saving you time and money while providing excellent service and
a friendly interaction with your customers.

Call flow scripts are written and integrated into our OnviCenter performance-tracking software that pulls your customer data and, if applicable, your company's website into
the agent's workstation. The result is a structured call script incorporated with all of the information needed to lead agents through each phone interaction confidently.

Upon implementation of a new service or campaign, progress is closely monitored
using a variety of reports and OnviCenter's leading edge technologies such as voice
and onscreen recording, live monitoring and performance evaluations until the right combination of resources and solutions achieves the desired result.

Telemarketing and Campaign Management

Deploy programs and campaigns rapidly and methodically using OnviServ's systematic approach and scalable workforce.

A team of committed professionals is assigned to your campaign to outline each phase
of the project prior to implementation. During this period, input from your organization
and our team shapes the campaign, ensuring that your objectives will be satisfied as efficiently and timely as possible.

OnviServ only assigns agents with the appropriate skill sets to handle your campaign.
They are trained about your company's products, services and the customer base with whom they will be interacting. Scripts are developed and reviewed to facilitate smooth transactions.

As soon as your contact list is uploaded the campaign begins. Order and/or account information is entered into our systems. All of your data is stored and protected in a dedicated, secure database. Information pertaining to your campaign is made available through reports that only you can access via email, fax or online.

One Call Does It All

OnviServ resolves customer problems for you in just one call. Exceptional customer
service and support is delivered to your customers through our unique One Call
Solution Center. Your customers never have to make more than one call or work
with more than one individual to get a solution to their problem. OnviServ interfaces between you and the customer, alleviating the number of calls coming into your organization.

One Call Solution Center provides true customer advocacy focused on issue
resolution and the development of customer loyalty. It's the best service around we
ought to know because we use it for our own OnviSource customer service and support!!

Our customer focus program takes customer service to a new level by developing innovative solutions to special problems. This multi-level support center also aids in
pre-sales support.

• Superior Customer Support
• Customer Advocacy
• Customer Surveys
• Trouble Ticket Management

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