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OnviSource Ranked “Hot Vendor” in New WFO Report

Hot Vendor WFO 2016

OnviSource named “Hot Vendor” in Ventana Research 2016 WFO Report

OnviSource was recently ranked a “Hot Vendor” for the third consecutive year in the “Ventana Research Value Index: Workforce Optimization 2016” report. Ventana Research is a leading benchmark research and business technology advisory services firm. The Workforce Optimization (WFO) report is the end result of a comprehensive and scientific survey of participating WFO solution vendors.

Hot Vendor Ranking

OnviSource took the top ranking in two out of seven categories and ranked as a “Hot Vendor” in overall placement among vendors that were also evaluated. One of OnviSource’s top rankings was in the Usability category. This ranking is awarded to the vendor that provides a high level of work into the functional roles involved in WFO such as upper management, managers and supervisors, and IT operations. The Usability category includes the solutions support for mobile, Web and voice technologies. Usability also applied to how solution design affects users of different generations.

The second top ranking OnviSource was awarded was in the TCO/ROI (Total Cost of Ownership/Return on Investment) category. This category demonstrates the vendor’s commitment to the product and value delivered, the total cost of ownership and the total benefits of ownership. It also includes the necessary tools and documentation that a potential customer would need to enable an evaluation for optimizing the TCO and ROI.

The list of WFO ranking categories:

  • Usability
  • Manageability
  • Reliability
  • Capability
  • Adaptability
  • Validation
  • TCO/ROI

Multi-channel Workforce Optimization (WFO) for Front and Back Office

OnviSource offers workforce optimization for front and back office functions, including the recording and monitoring of 100% of calls, desktop screens, emails, chat, customer surveys, structured and unstructured text and social media channels. The multi-channel captured data is fully analyzed by our automated and omni-channel analytics, including speech, desktop, text and social media, in order to create actionable-knowledge.

OnviSource’s solutions – affordably delivered as software products, cloud services, outsourcing solutions, or any combination – provide enterprise-wide optimization, automation and unification for front office, back office and operation management. OnviSource uses both internal and external data centers for its cloud service solution offerings. The company also owns and operates its own award winning contact centers.

Ventana Research Releases 2016 Value Index for Workforce Optimization

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