OnviSource and TForge have announced a joint venture aimed at transforming contact centers through AI-driven analytics and automation. Their solutions focus on enhancing communication efficiency, workforce performance, customer satisfaction, and business productivity, offering real-time insights and automation to improve operational outcomes. The partnership is set to revolutionize contact center operations, empowering clients to boost productivity, reduce costs, and gain a competitive edge.
OnviSource, a leading provider of Intelligent Transformation solutions with innovative AI-driven analytics and automation capabilities, announced its joint venture and strategic partnership with TForge, a premier provider of performance-enhancing technology and conversational AI for contact centers, serving almost 400 clients and over 35,000 agents. The joint venture will continue to operate globally under the OnviSource and TForge logos, which serve as its primary brand and identification.
The joint venture is set to revolutionize the contact center and enterprise landscape with valuable insights that transform and boost productivity, drive strategic business outcomes, improve customer experience, and empower agents.
The joint venture is set to revolutionize the contact center and enterprise landscape, focusing on the four most impactful areas: communication efficiency, workforce performance, customer satisfaction, and business productivity. Its solutions are powered by applied Artificial Wisdom beyond conventional AI and are designed to transform contact centers into intelligent enterprises, empowering them to achieve excellence in each area and paving the way for a more efficient, cost-effective, and productive future.
The joint venture’s intelligently automated and unified communications solution delivers a critical objective for call centers: first call connection to the right contact. The solution provides the most efficient connectivity between the workforce and customers, increases the effective connection rate, establishes connections through the best-optimized routes and points of termination, and reaches the contact most suitable for the intended interactions.
TForge and OnviSource solutions offer unparalleled intelligent automation capabilities using OnviSource’s OmVista™, a suite of generative AI-driven products powered by automation and designed to deliver actionable knowledge, deeper insights, and applied artificial wisdom enriched with human qualities and wisdom. These products empower contact centers and enterprises to accelerate workforce performance, customer satisfaction, business productivity, and communication efficiency. Their benefits include multi-source analytics and meta-analytics seamlessly integrated with front and back-office third-party systems, enterprise-wide process automation, operational analytics, Customer Lifetime Value (CLV) Management beyond customer experience management, and ROI-based cost reduction benefits.
Contact centers and enterprises are transformed into intelligent organizations in three key ways. First, by obtaining real-time and holistic views of their operation and agent performance. Next, by identifying trends that impact their revenues and profitability, understanding customer sentiment and loyalty, and preventing customer churn while creating upsell opportunities. And third, by automating processes to eliminate costly manual work, errors, and delays.
“We are excited about our partnership with OnviSource, which is set to revolutionize the conventional operation of call centers and enterprises,” declared TForge’s Chief Executive Officer Francois Van Der Merwe. “This partnership will propel our customers ahead of their competitors. Our clients will have immediate access to all performance data metrics in their complete operations, the capability to make real-time data-driven decisions, and the power to automate actions for optimal efficiency.”
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By using AI-driven solutions to analyze massive amounts of valuable data generated daily and applying intelligent automation, organizations can significantly increase the efficiency and success rate of their inbound customer service, outbound sales and marketing campaigns, debt collection efforts, and revenue management. They stand to gain valuable insights that transform and boost productivity throughout the contact center, drive strategic business outcomes, improve customer experience, and empower agents.
“Intelligent call centers and enterprises will operate entirely different from conventional organizations,” noted Ray Naeini, CEO and Chairman at OnviSource. “They will use the integrated power of AI, analytics, and automation to interconnect, unify, and optimize the performance of their communications, workforce, customer interactions, and business processes while significantly reducing operating expenses.”
The joint venture initially operates in North America, South Africa, the continent of Africa, and the UAE and will extend its business to other regions.
