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Basics of Contact Center Call Recording

Call recording

Call recording is just as important today as it was 40 years ago.

Call Recording Enhances the Customer Experience

Technical advancements in contact center call recording technology and the implementation of automation and unification of systems has relegated call recording to a commodity. Omni-channel centers handle many more contact touch points than ever before, including telephone calls. Looking back, the first systems that could enhance the overall customer experience first started back in the 1980’s with (you probably guessed!) call recording software.

Recording all calls was practical and a necessity for many businesses that required proof of financial authorizations and other compliance reasons when conducting business over the telephone. Today, there are many more federal and other regulations where call recording is instrumental in protecting companies against litigation.

Call Recording Adapts to Technical Changes

Analog call recording grew into VoIP (Voice over IP) telephony in the ’90s and offered even more telephone capability with different types of Internet device such as smartphones and computers. The rapid adoption of VoIP by everyone, including the large telecoms, provided even more growth into VoIP call recording solutions and the resulting quality assurance (proof that the call is in compliance) software. However, one of the biggest dilemmas that quickly became apparent, was the use of multiple systems doing proprietary call recording (analog, digital, VoIP). The usual scenario was that calls would end up in a silo reporting system creating even more work to manually reconcile reports.

The answer appeared in the form of migration into cloud-based call recording solutions. Using a cloud bridge for older systems, or as many corporate call centers opted to do – EOL their legacy systems – allowed calls from multiple sources to trigger call recording in the cloud, tightly integrated with cloud-based telephony systems (PBX, IVR, dialers, and even social media channels).

Call Recording Benefits

Call recording remains very important to any business that handles customer calls. Financial institutions, any legal conversations, and especially health care (HIPAA) are regulated for when and how they record calls. There are many benefits of call recording:

  • Dispute resolution and historical archives
  • Adherence to federal and state regulations by industry
  • Evaluating customer sentiment
  • Trends
  • Ensure both internal and external compliance processes

Call recording today is just as important today as it was forty years ago – the foundation for ensuring agent compliance and delivering a satisfactory customer experience.


Transforming the Customer Experience

Front and back office integration

Contact center and back office integration is critical to the overall customer experience.

Enhancing and Transforming the Customer Experience

Enhancing the customer experience has become an enterprise-wide strategy, not just a job for the contact center. Smart companies have realized that delivering the optimal customer experience occurs when contact center and back office integration becomes a critical factor for success. After all, your customers just want their immediate issue resolved, and no matter whom they talk to, they look at your company brand as one entity.

Easier said than done, with so many ways customers can contact a business (phone, mobile, text, chat, and social media), the complexity of managing multi-channel contact points puts service quality at risk. Aside from numerous stories of downright poor customer service from overworked and stressed agents, the chances of not receiving, or handling a customer contact in a reasonable amount of time, clearly exacerbates the problem.

Managing Valuable Data

A major challenge in the implementation of an integrated and enterprise-wide optimization, automation and unification is in the management of the end-to-end process and the ability to provide a single and holistic view of the critical data. Every part of the customer experience process generates valuable data, so the next step is consolidating and unifying the raw data into a single, holistic, workflow-oriented view covering the entire contact center and enterprise functions.

Creating an Omni-Vision view of the entire enterprise, followed by applying Omni-Channel analytics to various data and media collected in the process enables users to automatically generate actionable knowledge or even automated actions from the simplest to most advanced form without concerns of how each individual product is used in the workflow chain. The goal is to create time saving and actionable reports, notifications, APIs, and even launching applications, from contact center quality assurance and performance management to business intelligence, discovering new customer experience opportunities or obstacles.

View the complete article, Your Enterprise Transformed, recently published in Connections Magazine.

Connections Magazine

Connections Magazine



Desktop Analytics Delivers Transparency

Desktop Analytics at workplace.

Desktop Analytics delivers great insight into employee desktop usage.

Your employees appear to be working hard with heads down and keyboards clicking away at their desktops. However, low productivity, and frequent errors and omissions could indicate that their attention is focused elsewhere.

According to a Salary.com survey, one of the biggest reasons for a loss of productivity and rise in errors is due to employees surfing the web. The survey revealed 64% of employees visit non-work related websites every day at work. Of that group, 39% spend one hour or less per week, 29% spend two hours per week, 21% waste five hours per week, and only 3% said they waste ten hours or more doing unrelated activities. It’s a well-known fact that employees that know they are being observed (the Hawthorn Effect) will be more aware of how they are performing.

Here’s the good news!  Desktop analytics technologies can track every click. With new insight into when and where staff surfs the Internet, companies can establish policies for Internet usage, implement productivity improvements and, and identify bottlenecks and streamline processes across the enterprise.

Desktop analytics can be applied to both the front (contact center) and back office to improve performance, compliance and actionable knowledge. Benefits of desktop analytics are real-time event detection and user-defined “next-best actions” to automatically guide employees through workflow sequences.

Example 1: When transaction workflows are not followed, desktop alerts can automatically prompt an agent to the correct action.

Example 2: If an employee exceeds the allotted transaction time, an alert is triggered that can identify at what point in a transaction the employee is getting hung up.   Analytics can pinpoint exactly where additional training is required or if a workflow needs to be refined.

Example 3: Desktop analytics applications can also alert if an employee opens a non-work related site like Facebook while in the middle of an automated transaction workflow.

Example 4: If a valued customer calls to cancel a service, a user defined message will screen pop to immediately escalate to a VP of customer service to intervene before the cancellation is completed.

Regulatory compliance is vital to many industries. Desktop analytics can assist with PCI-DSS credit card compliance by automatically detecting the payment card screen and omitting the entry of sensitive data during recording so financial information is not captured.

Although desktop analytics may seem daunting to implement, it’s essential to find a vendor who can identify the root causes you are facing.  Request that they develop a ROI to justify the project using your own data.   You want a vendor who will work with you to implement, test, and deploy the solution.

Adopting a well-developed desktop analytics program can help you

  • Improve employee productivity
  • Realize significant cost savings
  • Deliver a consistent customer experience
  • Assure compliance and policy adherence



Justifying Contact Center Speech Analytics

Contact Center Speech Analytics

Used with contact center best practices, speech analytics software can give a company a significant competitive advantage.

Contact Center Data Collection

No department within an enterprise collects more data than your contact center. According to Tony Filippone, executive VP, HfS Research, “Every contact is counted, routed, measured and scored. Agent performance is actively measured.” A Special Report from SearchCRM.com experts stated that, “Analytics is one of the fastest growing segments of the call center technology market. Speech analytics and other analytics tools are appealing because they allow companies to take action on unstructured data from customer interactions and gain rare insight about their customers. When used properly and with contact center best practices, analytics software can give a company a significant competitive advantage.”

ContactBabel research estimates that overall the time taken for a speech analytics solution to pay for itself can be as little as six months (varying up to 18 months). If you have followed best practice and can therefore demonstrate this fact, it will go a long way to saving you another battle with the bean counters by justifying the expansion of the speech analytics project into other areas.

Delivering ROI for Complex Solutions

If you’re having some difficulty selecting a workflow, speech analytics or other analytics and software solutions that you know will make your job easier, deliver a fantastic ROI, and can make you and your business more effective – we can help.  OnviSource has a special service program to do just that.  To make your vendor selection even easier on you, we will let you test the products before you purchase, and even better yet, test it using your own data, processes and methodologies. Ask about our Advantage Program that will be a lifesaver in helping you to understand, select and use the right solutions for your specific and often highly complex, business requirements.  We implement and test the best solution, including providing tailored and customized solutions.  We will be your partner every step of the way as we continue to monitor performance, managing to your expectations, including recognizing your profiled ROI.



Automated Workflow Offers Huge Rewards

Automated workflow and processes

Using robots and automating manufacturing functions is very common today.  Let’s extend that to simplify operations in the front office (contact center) and back office with automated workflow and processes. Customers view the front office and back office of an enterprise as one entity and expect a positive experience from both. That is one important reason for implementing automated workflow – the front and back office are now linked as a single, cohesive unit to serve your customers. At a high level, a workflow is typically a collection of processes describing pre-set tasks, such as all processes needed to complete a telephone request – from initial contact (interaction) to creating an actual transaction for product or service and shipping.

Automating processes improves productivity and increases usability and ultimately, can improve the overall customer experience.  Workflow automation in the office enables software applications such as desktop analytics to assist agents and employees by automatically guiding them through workflow sequences and “next-best-actions”.

Process analytics helps agent and employee performance by automatically monitoring and evaluating against user-defined parameters such as timing. Other benefits of automated workflow include:

  • Data-workflow exchange enhances the communication process and can automatically account and alert for any discrepancies in the defined process.
  • Automated data conversions between applications, manual report reconciliations and access to historical data that can show you how well you have been doing.  This can include the metrics of each transaction, such as what was requested, how long it took to fulfill the request, and the total length of time for the transaction to be completed.
  • Built-in and automated workflow and approval processes that can optimize the customer experience, empowering workers (improving morale) and minimizing the overall transaction time.
  • You will have access to automated report generation and information distribution.
  • A key benefit is the elimination of manual operations and human errors, and the advantage of seeing where every transaction is in your automated process.

Increase your productivity and usability with automated workflow and processes.


Unified Data – Your Job Just Got Easier

Unified Data Big Data Challenges

Computers and robotics perform more workplace functions than ever today.  However, there is still much investment and development for one-off systems, applications and business processes creating even more data silos in the enterprise. The cost of data choke holds has resulted in companies searching for, and investing in, the promise of Big Data and analytics solutions into manageable unified data. Key to the data silo dilemma is to unify data into a collaborative and holistic view of everything, utilizing workforce optimization solutions to combine front and back office interactions and processes and the resulting data for analysis and reporting.

Real World Issues Solved with Data Unification

For example, one Company that provides business information, data and marketing solutions required better processes to reconcile data.  The Company utilizes call center agents to perform outbound calls. Each call is considered a customer transaction that starts from the telecom platform, and is recorded and monitored by workforce optimization (WFO) applications. The transaction is then processed using the Salesforce.com, CRM tool. Each transaction requires validation by accessing and playing a specific call recording in order to validate the data and processes utilized during the transaction.

Without unified data, the manual data collection, reconciliation, and transaction verification process imposed extensive costs, labor and delays. It introduced many opportunities for human errors that could further reduce productivity and jeopardize the quality of data collection. Additionally, the Company did not have a unified view of processes and transactions across various platforms in order to improve performance and its customers’ experience.

Data Unification Solution to the Rescue

Deploying an enterprise-wide unification solution, automatically collected relevant, user-defined data from the Company’s enterprise platforms. The solution then normalized, unified and deposited the data in a single place. This significantly improved productivity related to the processing of transactions. Several additional solutions were also employed to provide integrated WFO, including call recording, quality assurance, and desktop analytics with PCI-DSS compliance.

Bottom Line Benefits of Unified Data

  • Unified data offers a significant improvement in productivity, reducing costs and eliminating human errors.
  • Customer transaction journey can be monitored and viewed from a single place in order to evaluate and improve the customer experience and/or processes.
  • One click from the CRM, enables the users to access and utilize the entire WFO set of applications to perform monitoring, quality assurance and analytics functions.
  • Access to previous transactions is simple, eliminating the need for labor intensive, time-consuming investigation and reconciliation of records.

The Company is now effectively managing data, protecting their business and complying with rules and regulatory requirements with the help of unified data.

How are you handling data unification and your disparate systems?



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 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.