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UniverSum Teleservice from OnviSource Offers AI-Driven Analytics and Automation across Multi-vendor Systems with Initiatives to Unify TAS Industry Vendors, Service Providers and User Associations

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UniverSum Teleservice Delivers Cloud Solutions that Operate Seamlessly across Multi-vendor Telephone Answering Systems and Applications as well as Funding for Certain User Associations’ Efforts in Enhancing Member Benefits

October 26, 2022

OnviSource announced today the successful deployment of its new initiative, UniverSum Teleservice. UniverSum Teleservice extends Company’s new Intelligent Transformation beyond Intelligent Automation™ strategy to the teleservice/telephone answering service (TAS) industry with the objective of transforming and establishing employee excellence, customer loyalty and business productivity.

As an industry, teleservices face a series of challenges and threats including the entry of larger competitors to their markets, AI-driven technologies and automation, labor shortages and costs to name a few. Many teleservice providers have started to realize the benefits of AI, new technologies, software-as-a-service (SaaS) and cloud services. However, they are confronted with the cost and complexity of solutions, the resources required to maintain and use such solutions, and integration barriers across multi-vendor systems and software products.


“The rollout of UniverSum Teleservice focuses on directly addressing TAS industry challenges,” said Francisca Crous-Alegria, OnviSource's Chief Revenue Officer. “It empowers the industry by offering an ecosystem of unified and enterprise-wide solutions combined with industry knowledge, best practices and education; collectively provided by a partnership program between a consortium of TAS vendors, service providers and user associations.”

UniverSum Teleservice delivers intelligent transformation to the TAS industry by providing Intellecta TeleServ, making AI-driven quality assurance (QA), analytics, and automation highly affordable and available to industry users. Offered as cloud services, Intellecta TeleServ is easy to deploy and use. TAS customers such as Billie Clarke’s Answering Service and CallCenterUSA, who have deployed the solution, have experienced a dramatic improvement in their QA process and agent performance. Intellecta TeleServ operates across answering systems from multiple vendors, delivering the promise of unified applications. Improving agent performance will address labor shortages and costs to some extent by making existing agents highly productive and satisfied employees.

UniverSum Teleservice furthers industry unification by continuously integrating with various TAS enterprise applications and adding them to its consortium of value-oriented vendors such as PeoplePraise, Joon and other resources. Such unification will assist TAS providers with integrated products at a lower cost of acquisition and usage.

Finally, and to expand the industry unification, UniverSum Teleservice initiatives will engage OnviSource to invest and collaborate with national and regional user associations in the development of industry knowledge systems, best practice publications and guidelines, educational materials, and webinars.

UniverSum Teleservice offers a win-win-win situation for TAS service providers, vendors and user associations. Teleservice providers will benefit from highly affordable and unified technologies to increase productivity and competitiveness. They will also be supported by valuable industry knowledge, training, and best practices from user associations. TAS vendors will be able to expand their revenues through partnerships with other vendors and access to their customer bases. User associations will benefit from OnviSource’s funding and collaboration with each other to develop and lead the industry with insightful publications, training, and best practices.

About OnviSource

OnviSource is a global innovator delivering intelligent transformation for contact centers and enterprises. We enable organizations to achieve excellence in the three most impactful areas of any business – workforce performance, customer loyalty, and business productivity. Our AI-driven analytics and automation solutions provide the unparalleled insights that drive business decisions for exceptional business outcomes. OnviSource’s solutions connect, unify, analyze, and automate enterprise 3rd party siloed data and processes to bring together a holistic view of the business and operation for improved customer experiences, enhanced employee performance and engagement, and increase business productivity. All tailored to fit customers’ business: functionally, operationally, financially, and emotionally.

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