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Customer Surveys – an Important Tool for Monitoring Customer Satisfaction and Responding to Problems

callcentercircleContact center and enterprise business environments are adopting automated analytics (speech, desktop, social media) as tools to understand the customer sentiment during every interaction/transaction.

Take that “need to know” the customer experience a step further – then customer surveys have to be elevated to one of the most important aspects of a company’s customer satisfaction programs. More and more companies realize they need to learn everything about the customer experience. They are now demanding solutions to enable them to know everything about each transaction.

To fill that need they are utilizing different forms of surveys such as immediate telephone surveys, follow-up email or telephone call surveys, and even independent 3rd party verification surveys for totally impartial reporting.

Benefits of a Customer Satisfaction Survey

 

 

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Incorporating Social Media into Your Contact Center

Social_Media_OutletsCustomer experience is significantly improved when the Voice of the Customer (VoC) is captured from all channels, including customer calls, desktop transactions, emails, chat and text; as well as social media. That’s why it’s beneficial to offer a social media management product like OnviSocial™ with a comprehensive set of management capabilities, including social media capture, engagement, and analytics; as well as automated quality monitoring and assurance of the agents involved with the social media channels.

Enterprises are now fully aware of the impact Twitter, Facebook, and other social media channels can have on their business, branding, and reputation; or the opportunities and business intelligence that can be discovered through monitoring the social media contents. Implementing a social media strategy into the contact centers significantly improves the overall customer experience by enabling contact center agents to proactively engage and respond to negative and positive social comments or requests; or take advantage of the opportunities that can be revealed from mining of the social media contents.

OnviSocial uses a powerful data mining and analytics engine and completes OnviSource’s Omni Channel solutions that currently offer automated capture, QA, analytics and actions for 100% of customer interactions. It is capable of evaluating the web contents for mentions of a company’s products, services, competitors – even employees and industry related mentions. Data can be gathered from many web sources including social media, traditional media, blogs, video and more. OnviSocial, leverages OnviSource’s enterprise and contact center optimization and automation knowledge to create an enterprise-wide solution that effectively utilizes and manages the social media.

Traditionally, contact centers have been slow adopters of social media as a powerful voice of  the customer channel.  This is mainly due to the fact that social media solutions were not fully integrated or unified within contact center technologies and processes. Contact centers require social media channels to be unified and operated similar to other channels and with comparable capabilities in capture, evaluation, QA, automated analytics, and the ability to empower the agents to effectively engage with social media channels, as they do with other contact center channels. OnviSocial fully integrates and makes social media channels manageable by contact centers the same way they manage all other channels.

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Ventana Research Names OnviSource as a “Hot Vendor”

Ventana Research Hot Vendor 2015Although we at OnviSource have known for quite a while that we have great workforce optimization solutions for the entire enterprise – its always gratifying when we are recognized and our efforts are validated by outside experts. Ventana Research recently posted an analyst perspective written by Richard Snow, VP and Research Director, Ventana Research, on OnviSource solutions.

Ventana’s “benchmark research into next-generation workforce optimization shows that companies with very large centers most often have deployed advanced workforce optimization systems. Companies that have deployed such systems reported that they have realized a variety of benefits, most often improved agent coaching (44%), improved customer satisfaction (52%) and improved adoption of best practices (45%).”

“The capabilities of OnviCenter 7 and the supply and support options offered by OnviSource open up benefits to a wider range of centers that may lack the skills, resources and finances to follow a more conventional approach. I recommend any companies seeking to improve handling of customer interactions evaluate how OnviSource can help.”

OnviSource Opens Up Workforce Optimization for Contact Center Excellence

 

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About OnviSource

OnviSource

OnviSource enables companies to cost-effectively optimize, automate and unify their customer interactions, business transactions and processes for their contact centers, back offices and IT organizations through software products, cloud services or outsourcing solutions. Founded in 2004, the company has a well-established customer base with over 1,100 installations in a wide range of industries, has experienced consistent growth and profitability, and is recognized by industry analysts as a major contender and pioneer in the enterprise and contact center workforce optimization, automation and unification industry.

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