OnviSource announced the roll out of OnviNet Portica UnifiedCommunications Platform, automating and optimizing call center agentcommunications.  Portica is an affordable multi-media and integratedcall center communications platform that optimizes messaging andautomates call handling.  It optimizes call center messaging throughintegrated voicemail, email, 2-way SMS, fax, and dispatch.  It also automates call center call handling through features such as auto-dialers, Intelligent Call Distributor (ICD) and Interactive VoiceResponse (IVR).

Portica is integrated with the OnviCentersuite of Workforce Optimization and Automation (WFO-A) softwaresolutions for call recording, quality assurance, screen capture, speechanalytics, and workforce management applications; as well as agentautomation capabilities and scripted inbound/outbound CRMapplications.  Portica extends workforce optimization and automation toagent communications and call handling and is fully integrated withOnviCenter CRM applications.

"OnviSource intends to lead theindustry in delivering highly affordable contact center solutions thatcan not only optimize and automate workforce performance and CRMapplications, but also the agent and call center inbound-outboundcommunications," explained John Hird, Vice President of ProductMarketing for OnviSource.  "Portica delivers a unified platform forend-to-end communication optimization and automation for the contactcenter workforce."