Telephone Answering Services

To cultivate new customers and retain existing ones, you have to deliver quality service and an exceptional customer experience.  OnviSource offers the products you need to monitor and measure your answering service’s performance and customer satisfaction, gather intelligence to drive improvement and remain competitive, satisfy compliance and customer requirements and ensure continuous, reliable operation.

With OnviSource products you can:

• Deliver diversified services that attract new clients and generate new revenues
• Improve productivity and reduce costly errors
• Drive sales, marketing and service initiatives based on actionable intelligence
• Capture, archive and analyze voice and video associated with every interaction
• Ensure compliance, improve first call resolution and meet service level requirements
• Train and coach agents using feedback from multiple data sources
• Avoid down time and free up IT/telecom administrators to focus on more critical tasks

Customer Interaction Management (CIM) Applications

Enabling Universal Answering Services
Perform a variety of inbound telephone answering services, teleservices, emergency and medical services, help desk services, and customer service through OnviCall TeleServ.  Grow your business by reaching a broader spectrum of customers across all industries and niche markets.
 
Employ local and remote agents to efficiently answer phones and dispatch messages through various methods of delivery.  TeleServ populates call queues, account information, customizable answer phrases, message taking, websites and more, making it easy for your agents to access and view all the information needed to handle calls quickly and professionally.

Diversify with Outbound Services
TeleEnterprise Commerce is an easy-to-use order taking and payment processing application. Easily expand your business and build new revenue by adding order entry as well as payment processing to your services.

Commerce order entry presents customer histories, catalogs and products to agents. Agents build orders using a shopping cart that calculates totals including tax and shipping and builds a temporary invoice. Agents can look up customer’s order histories and easily view past purchases to suggest up-sell and cross-sell additional items.

Payment confirmation allows agents to select a payment type, enter credit card information and even bank account information for check by phone transactions.  Commerce then builds a final invoice for order confirmation.

Eliminate Costly Errors and Free Agent to Focus on Your Customer
TeleEnterprise delivers scripting automation to aid agents in the following ways:

• Simplifies agent workflow
• Prevents costly mistakes
• Provides automated coaching
• Reduces the cost of training and re-training, updating and distributing information valuable to agents Increases both customer and agent satisfaction
• Presenting a uniform customer experience in a virtual environment.
  

OnviCall TeleEnterprise scripted automation workflows access your database to populate customer information fields and generate follow-ups for clients and customers in the background during transactions.
Customize the call flow for each of client. Administrators can configure prompts and controls for collecting information and presenting screens using drag and drop configuration.

Multi-media Messaging & Call Handling
OnviCall Portica is a cost-effective unified messaging and call handling platform with standard greetings, voice mail messaging and other capabilities. Acting as a stand-alone system or interconnected with a PBX, Portica integrates easily with existing services.

Communicate with your clients and deliver messages via their preferred method of contact.  Portica offers a variety of options for clients to receive their messages such as pager, email, cell phone, home or office phone and fax.

Portica ICD automatically routes calls to an almost unlimited number of local groups, remote groups or mixed groups of agents to ensure that calls are distributed properly to agents with the required skill set for effective handling.

Allows Clients to Perform Self-Service Functions
With OnviCall TeleServ you can grant clients access to their messages and recordings of interactions with their customers. Your clients can update their own account information and on-call schedules as needed, saving your center time and providing clients with 24/7 convenience.

Quality & Liability Management

Capture, Monitor and Evaluate Every Customer Interaction
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 transaction effortlessly in any type of telephony environment using OnviCord PRO call recording solutions. 

Get Clear Insight into Agent Performance and Customer Satisfaction
See exactly how agents 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 agent performance through evaluations that promptly identify strengths and weaknesses. Supervisors can replay voice and video recordings while simultaneously performing agent 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 agent 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 single call using Explora to extract and deliver intelligence that will help you effectively manage challenges.  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 current campaigns and the direction of future initiatives.

Assure Compliance, Detect Noncompliance and Prove Verification
Compliance adherence and transaction validation is based on 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.

Operations Management

Protect Your Contact Center 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 delivers OnviNet Operations Management through system back-up and recovery; redundancy for call recording; as well as automated monitoring and notifications of 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, analysis of critical operational indicators, automatic notifications when indicators reach user-defined thresholds and 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
• Payment Card Industry (PCI) data security compliance
• 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 telephone answering services because it’s proven reliable, affordable and it’s easy to use. 

If you’re interested in improving agent productivity and retention, increasing revenue and increasing customer satisfaction, give OnviSource a call today! 

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