Workforce Optimization, Workflow Automation & Workforce Management

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1 Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software, Cloud Services or Call Center Outsourcing Solutions Benefits of OnviCenter 7 Next-Generation Solutions Highly Affordable Solutions Delivered in Multiple Channels - Our solutions are delivered with highly affordable prices and through multiple channels of software products, cloud services, outsourcing solutions, or any combination to match your financial needs. Voice of Customer (VoC) - Grow and retain your customers by discovering and responding to the (VoC) and their true sentiments about your business. Analytics-Based Quality and Liability Management - Intelligently monitor and improve your quality and performance while managing your liabilities. Desktop and Process Analytics - Capture, analyze and improve both the performance of your agents; as well as discovering and resolving your process deficiencies. Workforce Management (WFM) - Reduce your payroll expenses and optimize the use of your resources with our WFM. Back Office Workforce Optimization, Workflow Automation and Workforce Management - Apply our solutions to your back office, reduce expenses by 20% to 40%, and improve your performance and compliance. Customer Transaction Journey - Improve your visibility, productivity and customer satisfaction by unifying your customer s transaction journey. Call Center Service Applications - Enhance your services to your customers and expand your business using our applications in answering services, dispatching, secure messaging and PBX/call management. Enhanced User Experience - Enhance your user experience, increase productivity, reduce errors and training time through an intuitive and unified user interface while reducing errors. Enhanced Usability - Increase your usability through unified WFO applications with automated data exchange and workflow. Insightful Information Make fully-informed decisions by using our insightful reports, charts and dashboards. Collaborative Management - Effectively manage your local and remote call centers and back office employees through collaborative management capabilities. Enterprise Integration - Easily add our solutions to the rest of your enterprise systems and reduce integration hassles. Low Total Cost of Ownership (TCO) - Reduce your IT workload and expenses, maintain your operation continuity, and lower your TCO. Pre and Post-Sales Business Services - Get the quality assistance and support you need.

2 Unified User Interface - Dashboard & Reports One Viable Source OnviSource, Inc W. 15th St., Suite 620 Plano, TX Main:

3 OnviCenter 7 Solutions & Benefits Workforce Optimization, Workflow Automation and Workforce Management Intelligently Manage Your Performance Using Analytics-Based Quality and Liability Management Use the OnviCenter 7 unified, PCI-compliant, and LDAP-enabled solutions for call recording, screen capture, quality management and multichannel analytics to automatically capture information related to your customers calls and transactions, analyze the voice and data from the captured customer interactions, and then obtain actionable knowledge to create trainings, performance improvements, and mitigate liabilities, while enhancing both your customer and employee satisfaction. Create Actionable Knowledge from All Customer Interactions Using Multichannel Analytics Capture, analyze, and obtain actionable knowledge from all interaction and transaction channels with your customers, including calls, , text and social media postings, and also capture the data and workflow from your desktop applications while processing your customer transactions. OnviCenter 7 multichannel analytics offers speech analytics, desktop analytics, and multimedia analytics to capture, monitor, analyze and produce the next best steps for your increased agent and employee performance, and the optimization of your workflow and processes. With real time analytics, you will be able to detect critical events, such as an upset customer, and immediately send a notification to the appropriate personnel to take immediate action. Improve Your Performance and Workflow Using Desktop and Process Analytics Improve your teams performance and adherence to your best practices by automatically capturing and analyzing the desktop screens of your agents and employees. These analytics will not only help improve your teams performance, but also assist you in discovering and resolving deficiencies or bottlenecks in your processes and workflows. Reduce Your Payroll Expenses and Optimize Resources with Advanced Workforce Management (WFM) The OnviCenter 7 WFM solution can significantly reduce your payroll expenses while confirming the availability of an adequate number of your resources to properly handle the workload required by your business operations. The capabilities of the OnviCenter WFM application include the collection and queuing of multimedia data (ACD, IVR, FAX, outbound calls, s and chat), the analysis of historical workload volume, required agent skill-sets, your workforce availability and other factors to generate optimized forecasts and schedules of your resources. Availability of your employees is simplified through a web-based, employee self-service tool. Additional features include monitoring and reporting schedule adherence, intraday monitoring, smartphone access, and analytical reports and dashboards. Reduce Time, Costs and Manual Work Using Process and Workflow Automation A sequence of user-defined WFO applications can be scheduled to automatically run, capture information from your customer interactions, perform analytics on the captured data, launch actions and applications and disseminate information and notifications to user-defined recipient lists. Such automation can significantly reduce your costs, human errors, and manual processes. Back Office WFO/WFA/WFM Apply WFO, WFA and WFM to Your Back Office for Even Bigger Cost Savings and Customer Satisfaction Your customers view your front office and back office as one entity, necessitating full attention to your back office. OnviCenter 7 solutions for Workforce Optimization (WFO), Workforce Management (WFM) and Workflow Automation (WFA) can also be applied to your back office functions, enabling a 20% to 40% reduction in your expenses. Deficiencies and problems in your employee performance and back office processes can be automatically discovered through desktop and process analytics tools and resulting actionable knowledge and notifications that can provide guidance for focused trainings, process optimization and productivity improvements. Just as with your front office call center operations, back office employees can be efficiently scheduled using forecasts that are created based on the historical workload data to help reduce payroll expenses while assuring the availability of adequate resources to handle the workload.

4 Universal View of Your Customer s Voice and Journey Capture Voice of the Customer from All Your Customer Touch Points Capture the voice of your customer (VoC) and the true essence of your customers sentiment, and what they think about your products and services by recording, analyzing and creating actionable knowledge from all of your customer touch points, including calls, texts, social media postings and customer surveys. Increase Visibility, Productivity and Customer Satisfaction by Unifying Your Customer Transaction Journey Your customers view your enterprise as one entity. Capturing and centralizing all of your customers transactions with your various organizations in a single and easily-accessible place will provide you with a holistic view of the entire customer journey within your enterprise. The OnviCenter 7 solution eliminates the lengthy and laborious process of manually collecting data from your various systems and databases by offering the ability to define the critical data you need from your telecom platform, your WFO applications and your CRM tools, and automatically collecting this data, depositing this data into a single place and making the data available for reporting and analysis. It also provides an easy access to all OnviCenter 7 WFO applications through click-and-run operation right from your CRM screens. WFO-Integrated Applications Roll Out Additional Services and Expand Your Business Expand your services and respond to your customers needs using WFO-integrated applications such as answering service and multi-media dispatching and notification applications; all supported with management and billing reports. These applications can easily and seamlessly be added to your OnviCenter 7 platform. Comply with Regulations and Offer New Services Using Secure Messaging and Secure Media Center Maintain compliance with government regulations and/or offer secure media communication and collaboration services for your clients through the OnviCenter 7 HIPAA/HITECH-compliant secure messaging and content delivery via PC, smartphone or tablets. This solution creates a secure social media for your clients to securely follow, post, and share information with each other. Avoid Costly Network Integrations and Expensive Deployment of WFO Applications to Small Locations OnviCenter 7 offers a low cost, WFO-integrated call management solution for your geographically-dispersed locations with a small number of channels per location. This unique solution prevents extensive costs associated with deploying WFO equipment to every small location, centralizes your operation for better administration and management, offers customizable call routing to maximize the use of your WFO applications, and can further increase your productivity by using call screening, IVR, centralized voice mail and PBX features. User Experience and Usability Improve Your User Experience through an Intuitive and Unified User Interface Reduce your training costs, common human errors, and increase the security and productivity of your WFO applications through an intuitive and unified user interface for all of your personnel, interactions, and access devices; with the ability to provide a single point of login and security. Increase Your Usability through Unified WFO Applications All OnviCenter 7 applications are fully integrated, can automatically exchange data, can be arranged to perform in user-defined workflows, and can generate unified reports and charts. This unification eliminates the need for manual operations, data conversions between the applications, and report reconciliations. Productivity in Management Make Informed Decisions Using Insightful and Customizable Reports and Charts With informative, customizable charts and reports provided by the OnviCenter 7 knowledge center, you can stay fully informed of your operation on a real-time basis, or through scheduled events, to help make the right decisions and instantly share information amongst multiple users. Effectively Manage Your Local and Remote Call Centers and Back Office Employees Real time management, coaching, guidance, collaboration and communication between agents, employees and supervisors are supported by capabilities such as real time monitoring, chat, messaging and community bulletins., These functions will enable you to effectively, and in real time, supervise the performance of your local or remote call centers, employees, and back office teams, to help you provide guidance and coaching, post critical announcements and expedite the process of the data sharing and knowledge transfer amongst your teams.

5 IT Support and Reduction in Total Cost of Ownership Seamlessly, without Integration Hassle, add OnviCenter 7 Solutions to the Rest of Your Enterprise Systems and Software OnviCenter 7 solutions interface with a broad range of PBX, ACD, and telecom or network equipment, through a variety of interfaces such as analog, T1/PRI, VoIP, and SIP Trunking. Additionally, OnviCenter 7 solutions are certified for CTI integration with telecom infrastructure providers such as Avaya, Cisco and Mitel. Data portals and proxies are provided to interface with data bases and CRM software products and easily import and export data. OnviCenter 7 is also integrated with Salesforce.com thru SFDC API for a tightly-coupled operation. Maintain Operation Continuity, Reduce IT Workload and Decrease Total Cost of Ownership (TCO) OnviCenter 7 provides a series of operation support software products to help significantly reduce your IT workload and expenses while maintaining operation continuity, data replication and recovery. These automated software tools include data continuity through backup, recovery and automated data replication, data-media management with features such as copy/archive/purge/remote access, and product administration tools with automated software version control and updates. Business Solutions beyond Product Solutions You Have Options Purchase, Lease or Outsource by Using Our Multichannel Delivery OnviCenter 7 solutions are delivered through multiple options to help suit your business needs. You can purchase our solutions as software products, cloud services, or contact center outsourcing services, or any combination of these. OnviSource s cloud services not only offer you with the entire suite of WFO Software-as-a-Services (SaaS), they also deliver a complete set of communications services such as voice-data services, 800-DID numbers and hosted PBX. OnviSource owns and operates its own contact centers in Texas and Oklahoma, providing award-winning outsourcing services in sales, marketing and customer services, integrated with company s WFO capabilities for a complete and turnkey service. One of the Lowest Prices in the Industry Although OnviSource s products and services are highly advanced and feature-rich, comparatively, OnviSource offers some of the lowest prices in the industry compared to any other vendor. OnviSource also offers a variety of financial assistance programs to help with your business requirements. Grow Your Business with High Scalability in Size, Applications and Prices OnviCenter 7 products can be cost effectively and incrementally scaled from 4 channels to over 1,000 channels, as has been proven by our 550+ active customers in a broad range of industries. Various WFO applications can be cost effectively and incrementally added to the OnviCenter 7 platform, facilitating on-going growth and expansion as required by your business needs. Get Quality Support from Pre-Sale to Post-Sale with Comprehensive Customer Lifecycle Assistance Services OnviSource offers a range of services that support you throughout your entire experience with Onvi- Source. Pre-sale services include free trials, ROI analysis, free telecom consulting and even financial assistance. Also included in pre-sale services is our Trusted Advisor program in which we offer selected free trials and ROI analysis, a series of general and educational information in order to make you a better buyer, regardless of your final choice of vendor. Pre-sale services are followed by post-sale programs consisting of systematic program management, live 24/7 technical support, free best practices webinars, operations audit-continuity, and focused users groups. OnviSource specifically focuses on and is committed to achieving your loyalty and satisfaction. We Can Share with You Our Unique Know-How OnviSource owns and operates its own call centers in Texas and Oklahoma, offering award-winning BPO services. Thus, we continuously learn valuable insights from the management of our own contact centers. These valuable experiences, combined with our successful 1,100 software product installations, are then applied to OnviSource s solutions in order to improve the delivery of customer-centric solutions. We would love to share with you, what we learn from our own contact centers and the industries. One Viable Source

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