OnviSource and SpitFire Collaborate to Revolutionize Contact Centers with AI Solutions
OnviSource has announced a significant partnership with SpitFire, aiming to enhance contact center operations through the integration of its OmVista Agentic AI platform and Business Analytics Services (BAS) into SpitFire’s outbound communication frameworks. This collaboration is designed to empower SpitFire clients with advanced AI-driven analytics, real-time support for agents, and automated processes for post-call tasks, ultimately increasing agent productivity by as much as 60%.
The strategic alliance positions SpitFire to leverage OnviSource’s innovative AI capabilities to transform their outbound calling solutions from a volume-centric model to one focused on enhanced outcomes and effectiveness. By harnessing AI and human expertise, this partnership seeks to improve call quality, raise conversion rates, and reduce operational costs for contact centers.
Key advantages of the integration for SpitFire users include:
- Target Precision: Analyze and refine Ideal Customer Profiles (ICPs) to enhance conversion opportunities.
- Real-Time Assistance: Provide dynamic guidance to agents, thereby improving overall performance.
- Comprehensive Interaction Analysis: Capture and assess all outbound communications using AI insights to identify successful strategies and compliance challenges.
- Task Automation: Streamline agent wrap-up processes, minimizing manual labor and errors while expediting task completion.
- Boosted Productivity: Facilitate a productivity increase of 30–60% for agents, allowing them to manage more calls without compromising quality.
Michael Henochowicz, CEO of SpitFire, stated, "Partnering with OnviSource allows us to extend beyond traditional outbound dialing technology and provide our clients with insightful performance management capabilities." This sentiment emphasizes the partnership’s commitment to fostering better outcomes in the contact center landscape.
Francisca Alegria, COO of OnviSource, echoed this vision, highlighting the objective to support contact centers in achieving outstanding performance and customer satisfaction through a balanced integration of AI automation and human touch. This partnership signifies a transformative step that aims to redefine operational efficiency in the contact center industry, ensuring clients can respond effectively to customer needs while maximizing their resources.
For more information, visit OnviSource and SpitFire.
