Ventana Research Names OnviSource as a “Hot Vendor”
Although 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.”