OnviSource has launched OmVista Engage, a new conversational AI platform aimed at contact centres and other enterprises that want to improve how staff perform while customer interactions are still under way, rather than relying only on after-the-fact reviews.
The company said the system is built around real-time guidance, workflow automation and continuous learning, with the aim of reducing errors, non-compliance and missed sales or service opportunities. OnviSource also said t...
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he platform can provide dashboards, coaching tools and gamification features designed to support agent engagement and retention.
The launch extends the company’s wider OmVista suite, which OnviSource describes as an AI-native, closed-loop system that pulls together data from different sources and turns it into actions. The firm, which says it has more than two decades of experience in contact centre analytics and automation, positions the product as part of a broader move from AI as a set of tools towards AI acting more like a virtual teammate.
Francisca Crous-Alegria, the company’s chief operating officer, said the main aim was to address the gap between knowing what happened in an interaction and being able to influence the result while it is still unfolding. Brian Severson, chief product officer, said the platform differs from conventional analytics and workforce optimisation software because it is intended to intervene in real time rather than simply measure performance after the event.
OnviSource said OmVista Engage can be used through a conventional interface or through natural-language conversational AI, with the system then orchestrating tasks automatically. The company is also offering deployment support through its HumAgentic AI services, which it says include readiness assessments, proofs of concept and post-sale model tuning.
The platform is being offered as software as a service or as a managed service, reflecting growing demand among customer operations teams for tools that combine analytics, automation and coaching in one system.
Source: Noah Wire Services
