Government

OnviSource understands that government agencies often operate on strict budgets. Get the most value for taxpayer dollars with solutions that are practical, will be implemented on schedule and within budget.  Our contact center systems deliver benefits for any size or level of federal, state and local agency in need of quality assurance, compliance adherence, analytics and business intelligence and the reliability of uninterrupted operation assurance.

With OnviSource products you can:

• Capture, archive and analyze voice and video associated with every interaction
• Control labor costs while improving productivity and reducing costly errors
• Drive customer service initiatives based on actionable intelligence
• Ensure compliance and protect against liability
• Train and coach employees using feedback from multiple data sources
• Identify opportunities for 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 Customer Interaction
Whether you’re dispatching mission critical services, monitoring air traffic control or handling help desk operations, OnviCord PRO can capture 100% of the data necessary to ensure that your recording requirements are satisfied.  Our innovative technologies enable you to capture, monitor and evaluate voice and data activity associated with every type of customer interaction. 

Monitor and record every inbound or outbound interaction effortlessly in any type of telephony environment. Monitoring calls in progress enables users to track staff performance and keep abreast of any escalating situations.

Better train personnel to handle a variety of threatening and non-threatening situations using actual recordings of current and previous events.

Systems are password protected and recordings are stored securely with options for encryption to protect sensitive information. 

Get Clear Insight into Performance and Customer Satisfaction
See exactly how employees navigate applications and complex 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 adherence, improved performance 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 compliance and customer 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 and Detect Noncompliance
Verify with absolute accuracy that your staff is handling situations in accordance with your departmental best practices.  Compliance adherence is based on listening to recorded calls and making sure the data recorded matches your protocol.  Explora Speech Analytics can instantly verify the occurrence or non-occurrence of compliance and validation requirements based on searchable words, phrases and verbal book marking.

Operations Management

Protect Your Agency 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)
• Integration of recording hyperlinks into your enterprise CRM applications

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

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

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