New solution integrates real-time agent guidance and engagement, pre- and post-interaction analytics, automation, and AI-Native learning to excel workforce performance and customer satisfaction.
OnviSource, a leader in Un-Tooling AI and offering contact center AI solutions as orchestrated and learning virtual teammates that augment workforce performance, today announced the launch of OmVista Engage, a next-generation AI platform designed to transform how contact centers and enterprises improve workforce performance, customer experience, and operational outcomes during customer interactions – not after the fact.
OmVista Engage introduces a closed-loop AI performance model that goes beyond traditional analytics and quality assurance systems, enabling organizations to move from reactive performance management to proactive, real-time performance optimization.
In real time, OmVista Engage prevents costly missed opportunities and noncompliance, alerts and improves interactions that may cause customer dissatisfaction, and reduces expensive, time-consuming post-interaction reviews and corrective actions. Its real-time, knowledge-based guidance compensates for gaps in agent performance and knowledge and assists them in delivering resolutions and business outcomes.
OmVista Engage is equipped with embedded workflow and process automation capabilities that reduce costs, manual work, errors, and delays while enhancing agent throughput by up to 40-60%. Additionally, its intelligent agent engagement platform offers performance dashboards, visibility, and gamification to improve agent performance while establishing agent engagement and collaboration to improve retention.
“Most organizations today have access to analytics that tell them what happened after customer interactions, and when it is too late,” said Francisca Crous-Alegria, Chief Operating Officer of OnviSource. “But the real value lies in improving performance and delivering outcomes while those interactions are happening. OmVista Engage was designed to close that gap—transforming interaction data into real-time guidance, continuous learning, and measurable business outcomes.”
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Similar to competent employees who learn and evolve over time, OmVista’s automated, continuously learning AI Knowledge Core technology acquires insights from every interaction and expands OmVista’s knowledge of the organization’s business and its customers’ behavior to enhance real-time guidance, improve decision-making, and strengthen performance.
“OmVista Engage represents a fundamental shift from analyzing performance to improving it in real time,” said Brian Severson, Chief Product Officer. “Unlike traditional analytics and workforce optimization platforms, which primarily focus on post-interaction analytics and quality monitoring, OmVista Engage actively improves interactions in real time. The platform unifies analytics, guidance, engagement, and learning into a single system that continuously adapts and optimizes workforce performance.”
OmVista Engage can be operated by users either via a conventional UX/UI to manually orchestrate the delivery of outcomes, or as natural-language conversational AI that operates as Agentic AI, automating and orchestrating the entire process needed to deliver the desired outcome.
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OmVista Engage is part of the broader OmVista Platform, OnviSource’s AI-Native ecosystem for transforming enterprise operations through intelligence, automation, and outcome-driven solutions. Customers have the option to utilize OmVista Engage with all its capabilities, or pick and choose to build their own solutions starting with insights for visibility.
OmVista Engage is also supported by the Company’s 20-year contact center domain experience and HumAgentic AI Service, a suite of consultative and deployment services that make the acquisition of OmVista Engage “risk-free” by offering free-of-charge services in AI readiness, problem-solution alignment, and proof of concept before the acquisition. After acquisition, HumAgentic provides AI model optimization, solution customization, and ROI-proving onboarding.
The solution is available as a highly affordable SaaS or fully managed services for contact centers and enterprises globally to achieve excellence in agent performance, customer satisfaction, and operational efficiency.
The post OnviSource Launches OmVista Engage
– A Closed-Loop, Conversational AI Learning Platform for Real-Time Workforce Performance and Outcome Optimization first appeared on PressReleaseCC.
OnviSource Launches OmVista Engage™ – A Closed-Loop, Conversational AI Learning Platform for Real-Time Workforce Performance and Outcome Optimization first appeared on Web and IT News.
