OnviSource Unveils AutoAgent, Intelligent Agent Transaction Automation Software,...

OnviSource Unveils AutoAgent, Intelligent Agent Transaction Automation Software, the Newest Layer in its Next Generation OnviCenter 6 Product Solution Suite

AutoAgent Offers Highly Affordable Automation Capabilities That
Significantly Improve Agents' Productivity and Customer Satisfaction
While Reducing Agents' Training Costs and Mistakes
PLANO, Texas--(Business Wire)--
OnviSource, Inc. today announced the rollout of AutoAgent, the
newest addition to the company's OnviCenter 6 customer interaction
management product suite. AutoAgent directly impacts agent performance
and productivity by supporting agents in every aspect of their
transactions.

AutoAgent offers automated agent scripting and enables users to
easily build their own customer interaction applications and workflow
scripts. It automates and manages agents' training and controls
documentation through its automated coaching, e-learning and agent
information management. AutoAgent provides a series of features that
automate agent compliance management. It also automates email and
other types of messaging for customer interactions and back office
transaction management. Additionally, AutoAgent integrates multiple
desktop views into a single interface, thereby reducing desktop
complexity.

"AutoAgent is much more than agent scripting. It is comprehensive
automation software, focused on supporting the agent by preventing
costly mistakes, increasing productivity and reducing training time,"
said Ray S. Naeini, Chairman and CEO of OnviSource. "It also empowers
call center managers to easily build, distribute and manage custom
workflow applications, as well as to serve more customers without
adding staff."

Automating agent transactions prevents costly mistakes by
presenting scripts and screens automatically, by handling messaging in
the background and by offering real-time compliance management. With
AutoAgent, call center managers can build scripts individualized to
each client. Auto-coaching provides real-time coaching, while
e-training connects agents to a library of materials and information
needed to complete transactions efficiently. AutoAgent provides agent
information management and gives agents the ability to send and
receive documentation and messages. Agent job satisfaction can be
improved as agents deliver more positive results and earn better
recognition.

"While various layers of Workforce Optimization (WFO) such as
recording, screen capturing, quality monitoring, agent scoring and
workforce management are critical to optimize the operation of call
centers around their agents, we also need intelligent software that
focuses on automating and optimizing the agent's transactions,"
explained Naeini. "AutoAgent complements WFO by fully automating and
optimizing both the call center and agent operations. It is part of
our strategy for the next generation of software solutions that
improve customer interactions and call center management."

AutoAgent is fully integrated with OnviSource's core product
suite, OnviCenter 6. OnviCenter 6 offers a series of highly
affordable, fully integrated workforce optimization tools and
prepackaged contact center business applications for virtualized and
distributed call center environments. AutoAgent can also be integrated
with other call center and enterprise products.

OnviCenter 6 is fully supported by the company's Customer Relation
Management (CRM) Program, which offers a series of customer-centric,
value-added services that reach beyond the industry's standard
customer support services.

About OnviSource

OnviSource, Inc. is a Delaware Corporation headquartered in Plano
(Dallas area), Texas with an Operations Center in Oklahoma. OnviSource
is a leading provider of highly affordable and integrated Workforce
Optimization and Customer Interaction Management software and
award-winning outsourcing solutions.

OnviSource's product suite, OnviCenter 6, offers highly
affordable, fully integrated software solutions for inbound and
outbound call handling, workforce optimization, agent automation and
contact center business applications.

OnviSource's award-winning OnviServ offers performance-based and
technology-enabled outsourcing services in telemarketing, campaign
management, order processing-fulfillment and customer support.

OnviSource has provided contact center solutions to thousands of
business enterprises worldwide.

OnviSource, Inc.
Deborah Cromwell, 800-311-3025
Email: deborah.cromwell@onvisource.com
www.onvisource.com

Copyright Business Wire 2008