InfoCision Selects OnviSource's Intellecta Solution to Improve Customer Satisfaction

Intellecta from OnviSource Enables InfoCision to Discover Their Customers' Sentiment, Trend and Behavior, as well as Improving First Call Resolution, Automating QA, and Optimizing Performance of Agents Working from Home OnviSource announced that InfoCision, a leading provider of direct marketing solutions, has successfully deployed the cloud version of OnviSource's Intellecta Advanced and Multichannel Analytics solution, and has achieved their desired outcome in three major areas of Intellecta applications for Big Data Management and Compliance, Workforce Optimization (WFO), and Customer Experience Management (CXM). Intellecta unifies and transcribes InfoCision's large volume of daily calls and interactions and has the ability to perform topical categorization of contents and manage compliances through redaction of user-defined sensitive data, even removing it from the original audio and text files. The unified, categorized and compliant big data is then analyzed automatically by Intellecta to benefit InfoCision's workforce and customer experience. A broad range of capabilities are offered by Intellecta to optimize the performance of InfoCision's workforce, including automated and analytics-driven QA, compliance management, assurance of critical disclosures, first call resolution (FCR) improvement, discovery of "red flags", escalations and legal threats, automatic detection and identification of audio issues between agents and customers that have become a critical issue due to Work-From-Home (WFH) environments and more. All these capabilities are utilized by InfoCision to more effectively manage and optimize their in-office agents and those who work remotely from home.