OnviSource, a prominent specialist in the "Un-Tooling AI" movement, has announced the launch of OmVista Engage. This next-generation platform is designed to shift contact center operations from traditional, reactive performance management to a proactive, real-time optimization model. By utilizing orchestrated and learning virtual teammates, the platform aims to augment workforce performance and customer experience as interactions occur, rather than relying on post-call analysis. OmVista Engage addresses the critical gap in modern analytics by providing the tools necessary to influence outcomes while the customer is still on the line.
Real-Time Optimization: Shifts from reactive post-interaction analysis to proactive, live performance guidance.
Agentic AI Orchestration: Functions as a natural-language conversational AI that automates complex workflows to deliver desired outcomes.
Continuous Learning Core: Features a self-evolving AI knowledge base that improves decision-making by learning from every interaction.
Enhanced Throughput: Embedded automation capabilities are designed to increase agent throughput by an estimated 40-60%.
Agent Engagement: Includes performance dashboards and gamification tools to boost motivation and reduce employee turnover.
Risk-Free Deployment: Supported by HumAgentic AI Service, offering free consultative readiness and proof-of-concept evaluations.
Traditional quality assurance systems often provide insights long after an interaction has concluded, missing the window to correct errors or salvage a customer experience. OmVista Engage introduces a closed-loop AI performance model that intervenes in real time to prevent noncompliance and missed opportunities. By providing knowledge-based guidance during live calls, the system compensates for potential gaps in agent knowledge, assisting them in reaching faster resolutions and securing better business outcomes without the need for extensive manual review later.
The platform is powered by an automated AI Knowledge Core, which acts similarly to a competent employee by evolving over time. It continuously acquires insights from interactions to expand its understanding of customer behavior and organizational processes. This intelligence can be accessed through a conventional interface or via an agentic AI assistant that orchestrates the entire process needed to achieve specific goals. This high level of integration reduces manual errors and operational delays, significantly lowering costs for the enterprise.
"Most organizations have analytics that tell them what happened after interactions—when it's too late. The real value lies in improving performance while interactions are happening. OmVista Engage closes that gap." —Francisca Crous-Alegria, Chief Operating Officer, OnviSource
"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."
By unifying analytics, guidance, and continuous learning, OnviSource is helping contact centers transform their interaction data into measurable business value. The solution is available globally as a SaaS or fully managed service, positioned to support organizations in achieving excellence in both agent performance and customer satisfaction.
About OnviSource
With over 21 years of deep contact center domain experience offering innovative contact center analytics and automation products leading to AI-Native solutions, OnviSource is pioneering a unique strategy, called "Un-Tooling AI", and transforming from offering the AI as tools to AI as Virtual Teammates—intelligent, governed, automated, and continuously learning workforce that operate alongside employees to augment and achieve excellence in agent performance, customer experience, and operational outcomes. Powered by the ongoing research and innovation of its AI Academy, OnviSource offers the OmVista Platform, an AI-Native, closed-loop learning platform that transforms dispersed data into measurable business outcomes in real time and post-interaction. OmVista Platform provides a series of integrated AI solutions to capture and unify data from siloed 3rd party systems, conduct real-time and post-interaction advanced analytics and meta-analytics, develop a continuously learning knowledge core to learn and improve the performance of the OmVista solutions as they operate, provide real-time agent guidance and coaching to improve performance and not just measuring it after the fact, automate workflows and processes, and facilitate agent engagement, collaboration, and gamification to improve agents' performance and retention.
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