OnviSource Recognized by Ventana Research

Our Intelligent Transformation strategy (supported by our Hyperautomation platform, software and cloud solutions) to automate, capture and analyze data to better serve the customer and thereby increase customer satisfaction caught the attention of David Menninger, Senior Vice President and Research Director of Technology Research at Ventana Research.

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Mr. Menninger points out that "buyers within the CX space have slowly come to see artificial intelligence (AI) as a prudent investment. The technologies that fall under this banner are sometimes viewed as expensive, complex to deploy and potentially disruptive to operations. However, with the ramped-up interest in large language models, buyers are realizing that deployments in the contact center offer benefits in agent performance and customer health."

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As a vendor specializing in intelligent automation for contact centers. we offer a platform for AI, analytics and robotic process automation that includes multichannel analytics, intelligent virtual agents, call routing, workforce optimization and other tools used in contact center operations.

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In addition, David recognizes that "automation can facilitate measurable efficiencies for any organization that handles interactions at large scale. As more buyers explore the possible benefits accruing from new AI and automation tools, there will be a shift to widespread adoption of such enabling software".