Released on: October 23, 2007, 1:43 pm

Press Release Author: Onvisource

Industry: Telecommunications

Press Release Summary: OnviCenter 6 Offers a Highly Affordable and Fully Integrated
Suite of Workforce Optimization Tools, Supported by Unique Agent Desktop Unification
and Automation Software, Virtualized for Today’s Distributed Workforce

Press Release Body: PLANO, Texas--

OnviSource, Inc. announced today the rollout of OnviCenter 6, a next-generation
contact center software solution offering a series of affordable, fully integrated
workforce optimization (WFO) tools, contact center business applications and agent
desktop automation. OnviCenter 6 also supports the distribution and management of
calls and customer transactions among distributed call centers, remote agents and
virtual enterprise environments.

“Today’s call centers are faced with achieving conflicting objectives, ranging from
improved customer satisfaction to increased productivity and revenue growth,” said
Ray S. Naeini, Chairman and CEO of OnviSource. “In the process of meeting such
objectives, call center managers are continually challenged with balancing labor
costs and agent productivity with customer satisfaction; integrating different
products from multiple vendors; as well as effectively handling distributed call
centers and remote agents – a growing trend in today’s call center industry.”

OnviSource’s next-generation solution is centered on four major offerings. First, it
provides highly affordable, bundled and fully integrated WFO software tools,
including call recording and quality monitoring, workforce management, coaching,
performance management, and voice-data analytics. All of these tools are
pre-packaged and fully integrated to significantly reduce labor costs while
increasing productivity. Call center managers no longer have the burden of making
diverse software applications work together.

Second, OnviCenter 6 incorporates a unified, automated agent desktop that simplifies
integrating WFO tools as well as automating agent transactions and workflow;
dramatically increasing productivity and reducing costs while increasing customer
satisfaction.

Third, OnviCenter 6 further optimizes the workforce through “virtualization” tools
that allow call centers to build an “anywhere anytime” call center. These
virtualization tools support automatic call distribution and management of
geographically-dispersed call centers and remote agents with load sharing, overflow,
redundancy, disaster recovery, skill sets and other business arrangements.

Finally, OnviCenter 6 is offered with a series of pre-packaged business
applications, such as teleservices, medical and emergency services, telemarketing
and order-claim processing.

“The time is right for a paradigm shift in the way we offer solutions to this
industry,” Naeini explained, “instead of force-fitting traditional point solutions
to resolve new challenges. The best solution for today’s call center is far from the
traditional approaches. The time is right for a highly affordable, virtualized and
fully integrated WFO software solution, offered with unified and automated agent
desktop.”

OnviCenter 6 is supported by OnviSource’s outstanding Customer Relation Management
Support Services, including a One Call Solution Center, Customer Focus Program and
Customer Professional Services.



Web Site: http://www.onvisource.com

Contact Details: OnviSource, Inc.
Deborah Cromwell, 800-311-3025
Email: deborah.cromwell@onvisource.com
www.onvisource.com