Quality support for our customers starts with direct communication. OnviSource offers simple, centralized channels of communication to make it easy to get in touch with us on the first try.
OnLine – Customer Direct Communication and Focused Program
- Direct communication with the CRM Team to address special issues such as support escalations, product ideas, suggestions or requests for special assistance (excluding sales). Directly communicate with senior managers on the CRM Team through one easy email to communicate@onvisource.com.
- Critical issues communicated through communicate@onvisource.com are immediately acknowledged and escalated to our Customer Focus Program for immediate action and resolution. A customer focus representative will respond immediately to your communication to assure a proper response to your needs. Advocates follow the progress of cases closely and maintain communication with customers concerning steps being taken, the progression of their case and estimated resolution dates.
OnCall - Technical Support Program
- 24/7 Live Answering Services
- Daytime Technical Support
- 24/7 Technical Support available with a Premium Support Plan
- Automated System Error Notification
OnCall Technical Support is provided through our One Call Solution Center (OCSC). OCSC is the focal point within OnviSource for customer communication, satisfaction and loyalty. Make just one call no matter your requirements. Our OCSC works with all departments to see that your needs are satisfied. Contact us through the OCSC at (800) 388-8402.
OCSC is charged with documenting, tracking, reporting and communicating with OnviSource customers on a number of issues, including but not limited to service tickets. Customers can receive technical support as well as product information through this specialized point of contact.
OnSite - Customer Support Website and Online Benefits
OnviSource provides convenient online access to materials so customers can get the product information and training they need when they need it right from the support pages on our website.
- Online Product Support Center
- Periodic Webinar Training
- Online e-Training Video Library
Software Periodic Updates & Configuration Management Services
OnviSource offers customers that are under the annual service contract the following services free of charge.
- Periodic software updates, assuring customers' utilization of the latest software performance improvements and enhancements
- System configuration audit and optimization at the time of software updates
OnviSource recognizes the need for solutions beyond just products and technical support. OnviCare Business Solutions fulfill business requirements directly or through our partners to offer cost-efficient services outside our expertise that will help sustain customers in an ever-changing business environment and make it easier for them to focus on their core objectives.
Financial Assistance
OnviSource offers special financing and favorable leasing terms through our financial partners to qualified buyers.
We also offer flexible payment terms for product purchases and maintenance support contracts.
IT Services
In order to extend our support and assist customers with their IT needs, we offer IT support through qualified partners to fulfill IT requirements outside the OnviSource product domain. These services include IT-related support for Internet and data networks, PBX, NAS/SAN, web servers, email exchanges, firewalls, network switches and routers, anti-virus software, payroll and accounting software.
Telecom Services
Free of charge to all OnviSource customers, our telecom consulting services put you in touch with third party consultants to review your existing telecom contracts and services, seek out the best possible deals and procure the most reasonable telecom services on the market and from reputable national service providers. There is no obligation and no charge associated with this service.
The OnviCare Business Continuity Program is designed to assist our customers in auditing and assuring the proper operation of OnviSource's products within their operating environment after the product is installed and cut over into normal operation. This service is critical in assuring the operation of the product and achieving the results expected by customers.
Pilot Program
OnviSource offers a short-term program specially packaged and priced to enable customers to effectively perform trials before the purchase of OnviSource products.
Onsite Operation Assurance
This service provides onsite monitoring and training by certified OnviSource personnel to ensure proper and optimal operation of our products in the customer's operating environment.
Remote Operation Assurance
Operation assurance can be performed remotely by certified OnviSource personnel to ensure proper and optimal operation of our products in the customer's operating environment.
On-Demand Operation Assurance
Customers can request periodic Operation Assurance by a certified OnviSource technician to ensure proper and optimal operation of our products in their operating environment.
Customers are often challenged to understand the best use of technology, the best way to manage their business, while keeping up with industry changes, trends and sometimes the regulatory environment. Additionally, as staff members come and go, it is a major challenge to ensure that new team members are properly trained and educated.
OnviSource offers events, webinars and programs that connect our customers to valuable information related to the best use of products, operations, business and industry trends. OnviSource's certified personnel, as well as other customers or industry experts, provide information and training through the OnviCare Business Intelligence Services.
Webinars
OnviSource offers periodic webinars designed to provide valuable information and training related to:
- Product Best Practices – The most efficient ways to utilize OnviSource's products
- Operations Best Practices – The most efficient ways to efficiently run a productive call center operation obtained from experts in the industry and other users.
- Business Best Practices – Industry updates, business trends and ways to maximize the business
User Community Program
OnviSource sponsors and invites customers to participate in a user community where they can interact with other like-minded professionals to be educated, share ideas, and learn from others successes and failures to gain a fresh perspective on their own business and the implementation of OnviSource products.
Solutions Services 
Providers of Highly Affordable Call Center Software Products & Business Process Outsourcing Services
