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OnviSource Offers AI-Driven, Automated Analytics Across Multi-vendor Systems with Initiatives to Unify TAS Industry Vendors, Service Providers and User Associations

OnviSource announced the successful deployment of its new initiative, UniverSum Teleservice. UniverSum Teleservice extends Company’s new Intelligent Transformation beyond Intelligent Automation strategy to the teleservice/telephone answering service (TAS) industry with the objective of transforming and establishing employee excellence, customer loyalty and business productivity.

As an industry, teleservices face a series of challenges and threats including the entry of larger competitors to their markets, AI-driven technologies and automation, labor shortages and costs to name a few. Many teleservice providers have started to realize the benefits of AI, new technologies, software-as-a-service (SaaS) and cloud services. However, they are confronted with the cost and complexity of solutions, the resources required to maintain and use such solutions, and integration barriers across multi-vendor systems and software products.

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“The rollout of UniverSum Teleservice focuses on directly addressing TAS industry challenges,” said Francisca Crous-Alegria, OnviSource Chief Revenue Officer. “It empowers the industry by offering an ecosystem of unified and enterprise-wide solutions combined with industry knowledge, best practices and education; collectively provided by a partnership program between a consortium of TAS vendors, service providers and users associations.”

UniverSum Teleservice delivers intelligent transformation to the TAS industry by providing Intellecta TeleServ, making AI-driven quality assurance (QA), analytics and automation highly affordable and available to industry users. Offered as cloud services, Intellecta TeleServ is easy to deploy and use. TAS customers such as Billie Clarke’s Answering Service and CallCenterUSA, who have deployed the solution, have experienced a dramatic improvement in their QA process and agent performance. Intellecta TeleServ operates across answering systems from multiple vendors, delivering the promise of unified applications. Improving agent performance will address labor shortages and costs to some extent by making existing agents highly productive and satisfied employees.

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UniverSum Teleservice furthers industry unification by continuously integrating with a variety of TAS enterprise applications and adding them to its consortium of value-oriented vendors such as PeoplePraise, Joon and other resources. Such unification will assist TAS providers with integrated products at a lower cost of acquisition and usage.

Finally, and to expand the industry unification, UniverSum Teleservice initiatives will engage OnviSource to invest and collaborate with national and regional user associations in the development of industry knowledge systems, best practice publications and guidelines, educational materials and webinars.

UniverSum Teleservice offers a win-win-win situation for TAS service providers, vendors and user associations. Teleservice providers will benefit from highly affordable and unified technologies to increase productivity and competitiveness. They will also be supported by valuable industry knowledge, training, and best practices from user associations. TAS vendors will be able to expand their revenues through partnership with other vendors and access to their customer bases. User associations will benefit from OnviSource funding and collaboration with each other to develop and lead the industry with insightful publications, training and best practices.

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[To share your insights with us, please write to sghosh@martechseries.com]

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