Energy & Utilities Providers

To attract new customers and retain existing ones, you have to deliver quality service and an exceptional customer experience. The challenge is maintaining a high level of service on a daily basis and especially when unforeseen circumstances interrupt the service your customers expect. 

OnviSource contact center solutions can help you mitigate customer concerns by providing communication tools for customer service, billing, and dispatch.  We can also help you protect against risk and liability by capturing communications of trading departments, distribution networks and operations departments to track interactions and assess preparedness and response during unforeseen circumstance.

OnviSource contact center solutions designed to capture voice and data activity, monitor and measure customer satisfaction, gather intelligence to drive improvement and remain competitive, satisfy compliance and policy adherence requirements and ensure continuous operation.

With OnviSource products you can:

• Minimize risk by capturing, archiving and analyzing interactions at multi-site locations
• Reduce costly errors and liability while improving customer satisfaction
• Initiate and monitor marketing and service programs based on actionable intelligence
• Train, coach and prepare employees using feedback from multiple data sources
• Identify opportunities for service and process improvements through analysis and reporting
• Avoid down time and free up your IT/system administrators to focus on more critical tasks

Quality & Liability Management

Capture, Monitor and Evaluate Every Interaction with Customers
Our innovative technologies enable you to capture, monitor and evaluate voice and data activity associated customer interactions and internal operations.  Monitor and record inbound or outbound phone and radio transactions effortlessly using OnviCord PRO call recording solutions.

Secure web-based access accommodates local and remote locations.  Systems are password protected and recordings are stored securely with options for encryption to protect sensitive information. 

Get Clear Insight into Agent Performance and Client Satisfaction
See how employees spend their time and navigate applications and workflows. Pictora Screen Capture technology offers the ability to record screen activity of hundreds of workstations simultaneously.

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

Armed with a complete view of interactions, supervisors can provide more focused individual or group training leading to increased first call resolution, improved productivity and a higher level of customer 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 effectively manage operations and service across the organization.  Explora uses a powerful phonetic search engine to process thousands of hours of recorded calls in a matter of minutes or less.

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

Assure Compliance, Detect Noncompliance and Prove Verification
Compliance adherence, transaction validation and verbal requests can only be verified by listening to recorded calls and making sure the data recorded matches the actual conversation.  Explora Speech Analytics can instantly verify the occurrence or non-occurrence of compliance and validation requirements based on searchable words and phrases and verbal book marking.

Operations Management

Protect Your Business 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, you 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 energy and utility service companies because it’s proven reliable, affordable and it’s easy to use. 

If you’re interested in satisfying compliance, increasing productivity and improving customer service, give OnviSource a call today! 

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