Legal Services and Law Firms

To cultivate new clients and retain existing ones, you have to deliver quality legal services and an exceptional client experience. Computerized processes and paper documentation cover most bases, but what transpires during phone conversations and interviews can be only be captured and analyzed with call recording products.  OnviSource delivers a suite of products designed to help law firms monitor and measure client satisfaction, gather intelligence, satisfy policy adherence requirements and ensure ethical practices.

With OnviSource products you can:

• Capture, archive and analyze voice and video associated with phone interactions
• Perform e-discovery and forensic activities faster and more accurately
• Protect against false claims or improper dealings
• Train and coach employees using real-time feedback from multiple data sources
• Identify opportunities for process improvements through analysis and reporting

Quality & Liability Management

Capture, Monitor and Evaluate Every Interaction with Clients
Permanently and securely record telephone calls effortlessly using OnviCord PRO call recording solutions.  Our innovative technologies enable you to capture, monitor and evaluate voice and data activity associated with every type of client interaction.

When your law firm is in the middle of an important case, easy access to information is a necessity. Don’t lose time searching for phone records somewhere in a stack of tapes when you could find it within minutes from your desktop.

• Record, search, and play recordings right from your desktop
• Share recordings via email and attach them to files or your CRM database
• Annotate recordings and search by user-defined criteria such as account  or case number
• Track client telephone consultation time
• Securely and permanently store evidential recordings
• Web-based access accommodates remote law firms

Get Clear Insight into Employee Performance and Client Satisfaction
See how employees spend their time and navigate applications and workflows. Pictora Screen Capture technology offers the ability to record desktop activity associated with each phone call.

With Excella Quality Assurance, managers can quickly gather and analyze employee performance through evaluations that promptly identify their strengths and weaknesses. Managers can replay voice and video recordings while simultaneously performing evaluations of interactions, yielding the most accurate scoring results and reporting possible.

Armed with a complete view of interactions, managers can provide more focused individual or group training leading to exceptional information gathering, improved productivity and a higher level of client satisfaction.

Analytics and Business Intelligence

Automated Analysis of Recordings Extracts Intelligence You Can Act On
Bridge the gap between information stored in recorded interactions and the actionable intelligence that can only be extracted cost-effectively through the automation of Explora Speech Analytics. 

Analyze every recorded transaction using Explora to extract and deliver intelligence that will help you perform exceptional e-discovery and forensic analysis.  Explora uses a powerful phonetic search engine to process thousands of hours of recorded calls in a matter of minutes or less. Search for words, phrases or the omission of such to narrowly define results and automatically categorize information.

Near real-time reporting provides both a mechanism for gathering insight that can determine the focus for immediate training as well as decision-making that can impact the effectiveness of your legal activities and the direction of future initiatives.

Operations Management

Protect Your Firm and Prevent Costly Down Time
As a company that owns and operates two contact centers of its own, OnviSource understands that you can never afford to have systems down.  OnviSource offers OnviNet Operations Management for system back-up and recovery; redundancy for call recording; as well as automated monitoring and notifications of a system’s critical operations. OnviNet is also the integration point for third party switches, applications and CRM databases.

Automating maintenance significantly reduces interruptions in operations, freeing up your IT and system administrators to focus on more critical tasks and future projects.  OnviNet Ensura can automate replication of your database to a local or remote data server for full redundancy and disaster recovery.  You can also auto-archive files to local or remote drives for backup and archiving using independent scheduling.

OnviNet Informa works with Ensura and other products to monitor various functionalities analyze critical operational indicators, send automatic notifications when indicators reach user-defined thresholds and provide management reports.  With these tools your business can detect problems and receive notification before certain failures have a major impact.

OnviNet Integra offers an open interface to third party applications and solutions with multiple communications such as TCP/IP and HTTP and enterprise-level user, application and compliance management.

• Lightweight Directory Access Protocol (LDAP) facilitates login authentication via Microsoft Active Directory
• Data and service portals allow you to export data for custom reporting
• Call Data Acquisition (CDA)

Currently in operation at over 1,000 businesses nationwide, the OnviSource products are favored by many legal firms because it’s proven reliable, affordable and it’s easy to use. 

If you’re interested in improving client satisfaction while performing legal activities faster and with fewer resources, give OnviSource a call today! 

Request a no-obligation demo to see just how easy it is to use OnviSource solutions!