Intellecta™ Hyper Analytics Boosts Agent Engagement & Performance
In a Partnership Between OnviSource and PeoplePraise, OnviSource Intellecta Expands the PeoplePraise Employee Engagement and Performance Management Solution to Include Analysis of Employee and Customer Interactions
November 10, 2022
OnviSource and PeoplePraise announced today their partnership in integrating their solutions to expand their capabilities in employee engagement and performance management. Recent deployment of the integrated solution has demonstrated positive results in providing a holistic view of agent performance using both the key performance indicators (KPI) and the interaction analytics.
PeoplePraise’s innovative solution is a true solution for managing contact centers of all sizes. It offers a series of interactive dashboards and charts related to the status and performance of agents and provides a one-stop visual depiction of any agent or team’s performance. A drill-down capability provides a more detailed view. Its timeline feature allows team members to easily communicate announcements, achievements or events with their teams. They can collaborate across team members, a capability critical to call centers where agents often have little time to interact with each other. It also offers a built-in and fully encrypted internal messaging system with greater control than traditional email.
“While the PeoplePraise solution offers a wealth of information regarding the performance of agents and the teams, we needed to include analytical data related to interactions between agents and customers to offer an all-inclusive and holistic view of agent performance and customer satisfaction,” said PeoplePraise Project Manager, Thomas Schenk. “The addition of these two critical knowledge bases was made possible by integrating with OnviSource Intellecta Hyper Analytics.”
Intellecta™ Hyper Analytics, the OnviSource AI-driven and fifth generation analytics solution, holistically analyzes multichannel customer interactions, desktop transactions, customer surveys and data from customer journey touchpoints. It is powered by the company’s robotic process automation and business process automation (RPA/BPA) to rapidly develop and deploy complex analytics applications. Its unique and proprietary artificial intelligence and multilevel relational deep mining technologies can process and analyze enormous amounts of data and rapidly produce bottom-line actionable knowledge. Its AI-driven and automated quality assurance can provide insightful data related to agents’ performance, compliance and soft skills as well as valuable information for customer experience and satisfaction.
“Our partnership and our integrated products empower contact centers with a one-stop and cost-effective solution to manage their agents and customer satisfaction,” said OnviSource Chief Revenue Officer, Francisca Crous-Alegria. “As part of our intelligent transformation strategy, we seek partnerships that can unify a broad range of solutions and deliver true employee excellence and customer loyalty.”
OnviSource and PeoplePraise have successfully deployed their integrated products to telephone answering service and teleservice contact centers as a vertical application of their joint solutions, offering combined AI-driven quality assurance (AQA) and agent performance management. The integrated solution is offered as a highly cost-effective cloud service that can operate across systems from multiple vendors.
About PeoplePraise
PeoplePraise was started in 2016 with the vision of a comprehensive, single sign-on solution to drive employee engagement, recognition and performance. With over 80 years of combined hands-on call center experience, the PeoplePraise development team achieved this goal and delivered the ultimate call center management application. PeoplePraise identified and took stock of workplace pain points and workarounds and created intuitive and flexible solutions, making the impractical a breeze and the tedious a treat. Now in its sixth year of continued improvement and enhancement, PeoplePraise has become the go-to solution for answering services and call centers that value quality, performance, employee retention and company culture. For more information visit peoplepraise.com.
About OnviSource
OnviSource is a global innovator delivering intelligent transformation for contact centers and enterprises through the power of applied artificial wisdom. We enable organizations to achieve excellence in the three most impactful areas of any business – workforce performance, customer loyalty, and operational efficiency. Our AI-driven analytics and automation solutions provide actionable knowledge, deeper insights, and applied artificial wisdom enriched with human qualities and wisdom. OnviSource solutions connect, unify, analyze, and automate contact center and enterprise data and processes to bring together a holistic view of the business and operation for improved CX and overall customer lifetime value, enhanced employee performance and engagement, and increased business productivity. All tailored to fit customers’ business: functionally, operationally, financially, and emotionally.