OnviSource announced the integration of Explora speech analytics with their OnviCord Workforce Optimization (WFO) suite of softwaresolutions, including call recording, quality assurance, screen capture,and workforce management applications.

"We strongly believe thatspeech analytics should be an embedded part of every WFO solution. Well-integrated speech analytics can transform traditional qualityassurance into an enterprise-wide solution that offers benefits rangingfrom significantly improved quality assurance and productive evaluationand training to producing valuable market and business intelligence,"explained Art Yri, Chief Technology Officer for OnviSource.  "Exploraspeech analytics, integrated with recording and quality assurance,provides a 360 degree view of agent and customer interactions."

Withthe embedded Explora solution, analysis is performed automaticallydrawing on multi-media sources of text, scores, screens and audio toidentify and trigger actionable knowledge that directs both agents andorganizations to effectively manage critical areas of their customerinteractions.  This capability provides enterprise-wide solutions incustomer interaction management, quality monitoring and adherence,sales and marketing opportunity detection and business intelligence.

For more information, contact Deborah Cromwell at 800-311-3025 or deborah.cromwell@onvisource.com.