TForge has partnered with OnviSource in a groundbreaking joint venture aimed at redefining the future of contact centres. Combining advanced AI-driven analytics and automation, this partnership is designed to elevate communication efficiency, workforce performance, customer satisfaction, and overall business productivity. With these solutions, clients can expect real-time insights and intelligent automation to boost productivity, reduce costs, and gain a competitive advantage.
TForge, a leader in performance-enhancing technology and conversational AI for contact centres, supports nearly 400 clients and over 35,000 agents. Partnering with OnviSource, a renowned provider of Intelligent Transformation solutions, the venture will operate globally under both brands, focusing on transforming contact centres into intelligent enterprises through AI and automation.
The collaboration prioritizes critical outcomes such as seamless communication, workforce optimization, superior customer experiences, and enhanced operational efficiency. By leveraging cutting-edge solutions, the venture enables call centres to connect customers to the right agents on the first call, optimize routing, and establish effective connections for impactful interactions.
TForge and OnviSource deliver these transformative capabilities through products like OmVista™, a suite of AI-driven tools that merge analytics, automation, and artificial wisdom with human-like insights. These solutions empower contact centres to accelerate performance, improve customer satisfaction, and enhance productivity by seamlessly integrating analytics with third-party systems, automating processes, and maximizing customer lifetime value (CLV).
Clients will gain real-time operational insights, identify trends affecting profitability, and predict customer sentiment and loyalty. Additionally, the solutions automate manual processes, minimizing errors and delays while fostering a proactive approach to preventing churn, identifying upsell opportunities, and driving revenue growth.
“This partnership is set to transform traditional contact centre operations,” said Francois Van Der Merwe, CEO of TForge. “By combining forces, we empower our clients with immediate access to operational insights, real-time decision-making capabilities, and automation tools that enhance efficiency and productivity.”
Through the power of AI and intelligent automation, TForge and OnviSource enable organizations to analyze vast amounts of data, improving customer service, outbound sales, debt collection, and marketing campaigns. The resulting insights drive strategic outcomes, empower agents, and elevate productivity across the board.
“Intelligent contact centres will operate on an entirely different level,” said Ray Naeini, CEO and Chairman of OnviSource. “Using AI and automation, they will unify and optimize communications, workforce, and processes while significantly reducing costs.”
The partnership is launching operations across North America, South Africa, the African continent, and the UAE, with plans to expand further.
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