Richard Snow's Analyst Perspectives

OnviSource Joins-Up Customer-Related Processes

Posted by Richard Snow on Feb 1, 2013 9:07:28 AM

OnviSource is best known for its OnviCenter Product Suite, which includes what is commonly referred to as workforce optimization (recording, quality, monitoring, workforce management, analytics) plus a telephony platform that includes a soft, IP-based PBX, IVR and call routing. It is available on-premises or through the company’s cloud-based option, OnviCloud. Recently OnviSource added a further option, OnviLink, and announced enhancements to OnviTel, its telephony platform.

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Topics: Customer Analytics, Customer Experience, Operational Performance Management (OPM), Speech Analytics, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, OnviSource, Workforce Force Optimization

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:44 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

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Topics: Predictive Analytics, Social Media, Customer Analytics, NICE Systems, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, VPI, Call Copy, Enkata, Envision, Genesys, KnopahSoft, LiveOps, Analytics, Business Analytics, Cloud Computing, Business Performance Management (BPM), Call Center, coaching, Compensation, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Workforce Performance Management (WPM), OnviSource, Training, Verint, Workforce Force Optimization