Market Perspectives

Over the last several years, the contact center industry has been experiencing significant transformation due to evolving customer expectations, the rapid growth of digital channels, data security concerns, scalability requirements, and regulatory compliance. Today’s contact center agents play a vital role in building customer relationships, but they often find themselves handling increasingly more complex interactions due to the reasons listed above.

Customer experience (CX) professionals have been traditionally risk-averse when deploying technology into their contact centers. Buyers within the CX space have slowly come to see artificial intelligence (AI) as a prudent investment. The technologies that fall under this banner are sometimes viewed as expensive, complex to deploy and potentially disruptive to operations. However, with the ramped-up interest in large language models, buyers are realizing that deployments in the contact center offer benefits in agent performance and customer health.

OnviSource is a software vendor specializing in intelligent automation for contact centers. Its offering is an automation platform for AI, analytics and robotic process automation. The platform includes multichannel analytics, intelligent virtual agents, call routing, workforce optimization and other tools used in contact center operations.

OnviSource’s platform consists of:

• iMachine, a multi-engine AI platform that deploys three automated technology engines: natural language understanding/natural language processing, machine learning (ML) and deep learning.
• Intellecta, an analytics and decision-making engine.
• And OnviCenter, a tool for workforce optimization that can capture, optimize and analyze customer interactions and workforce performance.

The automation of routing interactions through software is escalating industry wide. Ventana Research asserts that by 2026, one-half of organizations will deploy chatbots and other conversational experiences to make it easier for CX teams to derive value from analytics.

The core goal of managing customer experiences is to ensure that every customer gets a frictionless fix to any problem and that every organization gets a happy, loyal customer as a result. OnviSource’s value proposition is in automating and capturing data to better serve the customer, thereby increasing customer satisfaction. OnviSource cites the ease of use and time to value of its platform as key differentiators.

Automation can facilitate measurable efficiencies for any organization that handles interactions at large scale. As more buyers explore the possible benefits accruing from new AI and automation tools, there will be a shift to widespread adoption of such enabling software. OnviSource is at the forefront of this automation shift, and any organization looking to increase productivity and reduce agent workload should consider it.