Business Application Management
Complete call handling for inbound and outbound contact centers
Offer more services, handle larger call volumes and deliver customized solutions withOnviCall™ integrated telephony, call handling, database management, web access and message dispatch features – all through our integrated, easy-to-use OnviNet platform.
OnviCall brings individual call handling components together into a single, cost effective application for contact centers and teleservices providers.
Flexible, Inbound Call Handling
OnviCall™ handles calls directly from a Central Office or a PBX through the full-featured OnviTrax Automatic Call Distributor (ACD).
Triggered by the call ANI or DNIS,OnviCall™ Computer Telephony Integration (CTI) automatically populates custom answer phrases for agents, creating a transparent environment where they can process a wide variety of calls quickly and easily.
OnviCall supports OnviNet Interactive Voice Response (IVR) to automatically answer calls without a live operator and send them to the OnviTrax Intelligent ACD for routing.
Easy to Implement, Blended Call Handling
Blended inbound and outbound environments are easy to implement withOnviCall™ , enabling agents to accept incoming calls and also auto-dial scheduled outbound calls.
Inbound Call ProcessingOnviCall™ routes calls from multiple PRI's and T1's to agents or voice mail services. Drive overall performance and profitability higher with automated call handling that enables agents to answer the greatest number of calls in the shortest possible time
Outbound Call Processing
High volume contact centers can rely on the OnviNet optional Predictive Dialer to ensure accurate dialing and reduced dial times, enabling agents to process more calls as quickly as possible. Contact centers usingOnviCall™ and OnviNet Dialer experience increased productivity and generate higher revenues through automated efficiency.
OnviCall™ messaging efficiently and consistently delivers messages to recipient pagers, fax machines, email addresses and cell phones. Messages and other information can be dispatched automatically or manually. Schedules can be configured to dispatch information at different times using various dispatch methods.
Each dispatched message contains a history that includes the number of times a message was paged, which operators handled the message and when it was successfully delivered.
On-Call SchedulerOnviCall™ Scheduler automatically rotates persons on call for each account with the option of dispatching messages manually or setting up messages for automatic delivery. Schedules can be configured for up to one year in advance.
Agent FunctionsOnviCall™ gives agents the ability to handle all call types professionally and consistently while gathering desired information in a fully customizable message format that can be shared with clients.
Agents located at a remote site can log into theOnviCall™ server via a high speed Internet connection and establish a voice path by using a dial-up telephone connection or VoIP withOnviCall™ 's remote dial-on-demand. Calls can then be routed in rotation without requiring a dedicated talk path.
- Dedicated Speed Dial
- Operator Chat