OnviSource Partners with Social Strategy1
The deal integrates social media with OnviSource's Omni Channel voice of the customer and contact center workforce optimization solutions.
Posted Jul 14, 2015
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OnviSource has integrated the social media platform of Social Strategy1 with its new enterprise and contact center social media solution called OnviSocial. Offered as software products, cloud, or managed services, OnviSocial offers a comprehensive set of social media management capabilities, including social media capture, engagement, and analytics; as well as automated quality monitoring and assurance of the agents involved with the social media channels.

OnviSocial uses the data mining and analytics engine of Social Strategy1 and completes OnviSource's omnichannel solutions that currently offer automated capture, quality assurance, analytics, and actions for all customer interactions. It can evaluate Web contents for mentions of a company's products, services, competitors, and even employees and industry-related mentions. Data can be gathered from many Web sources, including social media, traditional media, blogs, videos, and more. OnviSocial, leverages OnviSource's enterprise and contact center optimization and automation knowledge; as well as the Social Strategy1's social media technology and expertise.

"Contact centers have experienced a slow adoption of social media as a powerful voice of customer channel mainly due to the fact that social media solutions were not fully integrated or unified with their contact center technologies and processes," said Ray Naeini, chairman and CEO of OnviSource, in a statement. "Contact centers require social media channels to be unified and operated similar to other channels and with comparable capabilities in capture, evaluation, QA, automated analytics, and the ability to empower the agents to effectively engage with social media channels, as they do with other contact center channels. OnviSocial fully integrates and makes the social media channels manageable by contact centers the same way they manage all other channels."

OnviSocial is fully integrated with the company's OnviCenter 7 Solution Suite and is supported by its managed services. Additionally, OnviSource, in partnership with Social Strategy1, offers a turn-key managed program for developing a client-tailored social media strategy, followed by effectively implementing and delivering measurable and positive results.

"Our advanced social media platform and our knowledge gained by managing social media for enterprises in various industries, combined with OnviSource's broad range of solutions in contact center optimization and automation, offers not only a powerful and integrated contact center solution, but also delivers cost effective and result-oriented social media analytics," said Dennis Stoutenburgh, president of Social Strategy1, in a statement. "We are excited about our strategic partnership and look forward to pioneering the contact center industry with unified social media solutions."

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