OnviSource, a leader in intelligent transformation and AI-powered contact center solutions, announces the launch of EngageHub™, its latest innovation in interactive agent engagement technology. Purpose-built for modern contact centers, EngageHub redefines agent empowerment, real-time operational oversight, and customer experience management through an intelligent, interactive platform.
Designed to foster a performance-driven, collaborative, and highly motivated contact center environment, EngageHub delivers actionable, AI-enabled insights, personalized coaching, and real-time assistance resulted from AI enabled agent transaction analysis to agents and supervisors alike, transforming frontline operations into agile, insight-led teams that consistently exceed customer experience (CX) and service expectations to elevate agents to super agents and customer experience to super CX.
“Today’s contact centers demand more than basic performance tracking. They require intelligent, connected environments where agents feel empowered, valued, and equipped to deliver exceptional customer experiences,” said Francisca Crous-Alegria, Chief Operating Officer of OnviSource. “EngageHub is more than a platform. It’s a catalyst for operational transformation. By combining real-time data, AI-driven insights, and collaborative engagement tools, we’re enabling our customers to unlock unprecedented levels of agent performance, operational agility, and service excellence.”
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Key Features of EngageHub:
- Real-time system and agent performance dashboards displaying individual KPIs alongside team benchmarks
- AI-Powered QA feedback and coaching recommendations delivered to agents in real time
- Agent/Supervisor collaboration tools facilitate seamless, secure communication with role-based chat systems, one-on-one coaching sessions via messaging or embedded video, and dedicated collaboration channels
- Recognition and motivation engine with gamified leaderboards and customizable rewards
- Agent-Assist and real-time guidance (RTG) offer context-aware prompts and compliance alerts during live interactions and transactions by agents
- Engagement insights and morale analytics enable supervisors to monitor agent sentiment and proactively address disengagement
- Agent transaction analytics uses desktop behavior insights to optimize workflows and identify coaching opportunities.
EngageHub transforms the traditional contact center model into a proactive, agent-centric environment, supporting both operational efficiency and superior customer experiences.
EngageHub is offered at a highly affordable price and is available as part of the company’s OmVista suite of solutions or as a separate product. It interfaces with third party telephony platforms, CRMs, ERPs, databases, or customized data sources to extract, unify, and analyze the KPIs.
SOURCE: PRWeb