OnviSource Introduces Explora Highly Affordable Speech Analytics Software, The Latest Workforce Optimization Application In Its Integrated Contact Center Suite, OnviCenter 6
PLANO, Texas --(Business Wire)-- OnviSource announced today the rollout of OnviCord Explora, affordable speech analytics software built on the latest phonetic audio search technology. Explora speech analytics solution is the newest addition to the company's OnviCenter 6 suite of fully integrated customer interaction management products.
Explora call center speech solution utilizes a state-of-the-art phonetic engine to provide fast, highly accurate audio search and analysis of speech content. Next-generation phonetic audio search within Explora speech analytics is not reliant on dictionaries, static grammar or the need to convert speech to text. Explora's core technology is fully integrated with the OnviCenter 6 product suite that now includes call center speech solutions, call handling optimization, call recording, quality monitoring and assurance, agent scoring, screen capture, workforce management scheduling, agent transaction automation and coaching; as well as pre-packaged call center business applications for teleservices, order processing, and medical or emergency dispatching.
"We are very pleased with our progress in rolling out affordable, all-in-one customer interaction management products," said Ray S. Naeini, Chairman and CEO of OnviSource. "Independent studies show that the market has been slow to adopt call center speech solutions because they are overpriced, have a lengthy ROI, are not pre-packaged with applications for immediate use, are complex and have little value to the rest of the enterprise. These perceptions have prevented call centers from taking advantage of this invaluable tool." Naeini went on to explain, "The competitive price at which OnviSource is bringing Explora speech analytics to the market and the broad range of capability due to integration with our existing workforce optimization applications will dramatically change these perceptions. In conjunction with our customer roll out and pilot program, Explora Advantage, our packaged solution will facilitate faster adoption of speech analytics by contact centers and enterprises alike."
Explora speech analytics is positioned with clear differentiators. Its highly affordable price yields a justifiable procurement and rapid return on investment. OnviSource will offer a unique pilot program to demonstrate value and fully acquaint customers with the speech technology product to ease implementation. Explora delivers enterprise-wide audio mining solutions in customer interaction management, quality monitoring and adherence, sales and marketing opportunity detection and business intelligence gathering. Integrated audio, screen data and transaction workflow provide a comprehensive view of interactions for monitoring compliance and identifying the actionable knowledge and intelligence that can influence the direction of call center activities and ongoing sales and marketing efforts.
Explora speech analytics solutions will soon be deployed within the OnviSource call centers in Oklahoma and Texas. A series of in-house case studies will illustrate the real world applications and return on investment (ROI). OnviSource call centers provide customer interaction management outsourcing services in sales, marketing and support to some of the nation's largest telecom service providers.
"Captured audio is a gold mine of information ready to be transformed into business practices that ensure compliance, adherence, and improve the customer experience. Equally important, are the growth opportunities identified by speech analytics solutions," explained Naeini. "Organizations like ours can now rely on Explora to 'listen' to 100% of their recorded interactions quickly and cost-efficiently. Explora delivers near-real time data so timely actions can be taken to better direct training efforts, measure quality and compliance and build sales."
OnviSource offers a customer support program, Explora Advantage, to facilitate better adoption of speech analytics by contact centers and enterprises. OnviSource's Explora Advantage program assists with the challenges of customer project planning, ROI analysis, customization, pilot programs and continuity-assurance measures.
About OnviSource
OnviSource, Inc. is a Delaware Corporation headquartered in Plano (Dallas area), Texas with an Operations Center in Oklahoma. OnviSource is a leading provider of highly affordable and integrated Workforce Optimization and Customer Interaction Management software and award-winning outsourcing solutions.
OnviSource's product suite, OnviCenter 6, offers highly affordable, fully integrated software solutions for inbound and outbound call handling, workforce optimization, agent transaction automation and contact center business applications.
OnviSource's award-winning OnviServ offers performance-based and technology-enabled outsourcing services in telemarketing, campaign management, order processing and fulfillment and customer support.
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