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Center Partners, OnviSource Target Call Center Market

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Center Partners, OnviSource Target Call Center Market

March 04, 2009
By Raju Shanbhag
TMCnet Contributor
Center Partners reportedly has named OnviSource as the company’s strategic partner and sole provider of call recording and quality monitoring solutions throughout its multi-location enterprise. Center Partners provides contact center outsourced solutions within call center and eLearning.

Under their agreement, Center Partners will make use of OnviCord call recording and screen capture technologies within the OnviCenter 6 suite of Workforce Optimization solutions. OnviCenter 6 helps the companies to effectively automate and optimize their customer transactions with products such as OnviCord, OnviTrax, OnviCall, OnviNet and OnViews.
In addition to using OnviCenter 6 suite of Workforce Optimization solutions, Center Partners will also start utilizing OnviCord Explora Speech Analytics from this month. According to OnviSource, Explora speech analytics provides economical, automated and enhanced quality monitoring for the contact center by applying customer interaction data collection, phonetic audio search technology and a powerful rules engine. Using existing investments in call recording and archiving, Explora is fully integrated with the OnviCord PRO call recording system.
“Having been named strategic partner and sole provider of call recording solutions for Center Partners is a testament to our commitment and success in delivering the best call center solutions at the most affordable price while providing exemplary customer care services,” said John Hird, vice president of product marketing at OnviSource. “We’ve achieved a true partnership with mutual benefits. Center Partners provides invaluable real-world feedback.”
In December, as TMCnet reported, the company claimed that Canadian telephone answering service customer; Four Star Communications has reported considerable growth in its earnings in 2008. This is mainly because of the upgrade to the latest version of the OnviCenter 6 suite of call center solutions, says OnviSource. OnviCenter 6 is a contact center software solutions suite that provides features such as workforce optimization tools, contact center business applications and agent transaction automation.

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Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by Michael Dinan
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