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OnviSource has introduced OnviCenter 6, a next-generation contact center software solution that offers several affordable, fully integrated workforce optimization (WFO) tools, contact center business applications and agent desktop automation. Moreover, the software supports distribution and management of calls and customer transactions among distributed call centers, remote agents and virtual enterprise environments.
Four key characteristics mark the OnviCenter6 call centre software. First, it offers fully integrated WFO software tools, including call recording and quality monitoring, workforce management, coaching, performance management, and voice-data analytics. Due to their seamless integration, not only do these tools reduce labour costs but also improve productivity significantly.
A unified, automated agent desktop that simplifies integrating WFO tools as well as automating agent transactions and workflow contributes to boosting productivity. Further, the software optimizes the workforce with âvirtualizationâ tools that allow call centers to build an âanywhere anytimeâ call center, as they support automatic call distribution and management of geographically-dispersed call centers and remote agents with load sharing, overflow, redundancy, disaster recovery, skill sets and other business arrangements. Moreover, the software comes with several pre-packaged business applications such as teleservices, medical and emergency services, telemarketing and order-claim processing, thus enhancing the value of the software to call centre managers.
Four key characteristics mark the OnviCenter6 call centre software. First, it offers fully integrated WFO software tools, including call recording and quality monitoring, workforce management, coaching, performance management, and voice-data analytics. Due to their seamless integration, not only do these tools reduce labour costs but also improve productivity significantly.
A unified, automated agent desktop that simplifies integrating WFO tools as well as automating agent transactions and workflow contributes to boosting productivity. Further, the software optimizes the workforce with âvirtualizationâ tools that allow call centers to build an âanywhere anytimeâ call center, as they support automatic call distribution and management of geographically-dispersed call centers and remote agents with load sharing, overflow, redundancy, disaster recovery, skill sets and other business arrangements. Moreover, the software comes with several pre-packaged business applications such as teleservices, medical and emergency services, telemarketing and order-claim processing, thus enhancing the value of the software to call centre managers.
