OnviSource, a provider of solutions for workforce optimization (WFO), customer experience management (CXM), and business process automation (BPA), has released ia.Enterprise, an integrated CXM and BPA solution driven by advanced intelligent automation (IA) capabilities.
ia.Enterprise solutions automate the entire customer journey, including the following:
- Customer service routing to the right service engagement point;
- Customer service interaction and engagement with live agents, intelligent virtual agents (IVA), or a combination;
- Customer service processing that includes business and robotic process automation (RPA);
- Customer service feedback; and
- Customer sentiment analysis through multichannel analytics, trend analysis, social media mentions, and surveys.
"We are experiencing an emerging customer environment that is connected, mobile, and demanding; challenging enterprises to better understand their customers' demands, behavior, and sentiment in order to positively manage their customers' experience," said Ray Naeini, CEO and chairman of OnviSource, in a statement. "Conventional workforce optimization solutions are no longer adequate, and enterprises need more advanced solutions that are driven by analytics, AI, IVA, RPA, IoT, and mobility to intelligently automate the management of their customer experience and business processes."
ia.Enterprise solutions use five generic steps to automatically do the following:
- Capture the data and media from all entities involved in customer journey and business processes;
- Organize and unify the captured big data;
- Analyze using multichannel analytics and sentiment analysis to create actionable knowledge;
- Make best decisions and learn over time; and
- Launch user-defined actions.