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AI-native conversational Agentic AI that turns business intent into coordinated action across OmVista.

ChatOrchestra

ChatOrchestra is OnviSource’s conversational Agentic AI solution that understands a user’s desired outcome in natural language and automatically orchestrates the AI agents, applications, workflows, and platform capabilities required to help deliver that outcome.
 

Instead of requiring users to navigate multiple dashboards, reports, configurations, and systems, ChatOrchestra provides a conversational way to interact with OmVista, access insights, understand operational issues, determine next-best actions, and coordinate execution across the contact center.
 

ChatOrchestra helps contact centers move from questions to decisions, from decisions to actions, and from actions to measurable business outcomes.

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Conversation Becomes Orchestration

Contact centers are often overwhelmed by data, reports, dashboards, analytics, workflows, and disconnected systems. Even when insights are available, users still have to determine what the insights mean, what action should be taken, who should take it, and how the action should be executed.

ChatOrchestra helps simplify this process.
As part of OmVista Engage, ChatOrchestra enables leaders, supervisors, analysts, agents, and operations teams to interact with OmVista through natural language. Users can ask questions, request analysis, explore root causes, receive recommendations, initiate workflows, and orchestrate actions across connected applications.

The objective is not simply to answer questions.

The objective is to help the contact center execute better.

ChatOrchestra helps bridge the gap between knowing and doing by making AI more accessible, actionable, and operational inside the contact center.

Built on the OmVista Orchestra Architecture

ChatOrchestra operates as an AI-native solution using the OmVista Orchestra architecture.
 

OmVista Orchestra functions as an Agentic AI architecture that analyzes and understands the user’s desired outcome, then orchestrates the appropriate AI agents, data, applications, workflows, and platform capabilities to help deliver that outcome.

This includes:

  • Capturing and unifying data

  • Analyzing business and operational signals

  • Discovering patterns, risks, and opportunities

  • Reasoning through what the insights mean

  • Supporting decisions and next-best actions

  • Coordinating actions across applications and workflows

  • Producing measurable outcomes

  • Learning from feedback and results
     

This makes ChatOrchestra more than a conversational interface. It is a conversational orchestration layer that helps transform OmVista from a set of applications into an AI-native operating environment.

Connecting People, AI Teammates, Data, Applications, and Workflows

ChatOrchestra connects users to the broader OmVista ecosystem through natural language. It helps coordinate insights, recommendations, workflows, and actions across contact center operations.

ChatOrchestra can help orchestrate:

  • Customer interactions and operational data

  • Contact center analytics and performance insights

  • Agent guidance and next-best-action support

  • Supervisor coaching and performance management

  • Workflow automation and task execution

  • Outcome Assurance and compliance workflows

  • CX, sales, retention, and revenue-focused applications

  • Role-based user experiences through EngageHub

  • Continuous learning and optimization feedback loops
     

By connecting these capabilities conversationally, ChatOrchestra helps reduce complexity and makes OmVista easier to use, adopt, and operationalize.

Why is customer satisfaction declining this week?

What actions should we take to improve conversion?

ChatOrchestra allows users to interact with OmVista using natural language instead of manually searching through reports, dashboards, and multiple applications.

A supervisor, executive, analyst, or operations leader can ask questions such as:
ChatOrchestra helps surface relevant intelligence and guide the next step, reducing the time and effort required to move from information to action.

Ask Business Questions in Everyday Language

Which agents are struggling with compliance language?

Which workflows are creating delays?

What is driving repeat calls?

What outcome is most at risk?

Which customers are showing churn risk?

Analytics from Nexe’llecta

Outcome validation from Outcome Assurance

ChatOrchestra supports agentic orchestration across the OmVista platform.
 

It helps coordinate actions between applications, AI teammates, workflows, and users so the platform can move beyond static insight delivery and support dynamic execution.
 

For example, ChatOrchestra can help connect:

This makes ChatOrchestra a key enabler of AI-native execution across OmVista Engage.

Coordinate AI Agents, Applications, and Workflows

Automation from iAct

Customer retention workflows from CX Orchestra

Real-time guidance from AgentAssist

Sales improvement workflows from SalesAssist

Engagement insights from AgentEngage

Brand and social intelligence from NexMedia

​What is the root cause?
​

Should the action be guided, automated, escalated, or monitored?

ChatOrchestra helps users interpret insights and determine the right action to take.
It can support decision-making by helping answer:

Move from Insight to Better Operational Decisions

Which outcome is at risk?

How should success be measured?

This helps contact center teams move from information overload to clearer, faster, and more consistent operational decisions.

What action is recommended?

Who should take the action?

Nexe’llecta Interaction Analytics

AgentEngage

ChatOrchestra provides a unified conversational access point across OmVista’s solutions and applications.

It can help users interact with insights and actions related to:

This creates a more connected user experience and reduces the friction of working across multiple tools, reports, and systems.

A Conversational Access Point Across OmVista

Nexe’llecta Desktop Analytics

Outcome Assurance

NexMedia

iAct Data Unification and Workflow Automation

CX Orchestra

AgentAssist Real-Time Guidance

SalesAssist

Connect Actions Back to Outcomes

ChatOrchestra supports the learning side of the OmVista execution model by helping connect actions back to outcomes.
 

After a recommendation, workflow, guidance event, or operational action is executed, the result can be evaluated and used to improve future decisions and actions.
 

This is important because AI-native execution is not a one-time action. It is a continuous improvement loop.

From Data to Outcome Through Conversational Orchestration

ChatOrchestra supports the OmVista Engage AI-native execution model:

Data

→

Insights

→

Reasoning

→

Decisions

→

Actions

→

Outcomes

→

Learning

Data
 

ChatOrchestra helps users access and interact with data from customer interactions, operations, workflows, agents, and connected applications.

Insights
 

It helps surface analytics, trends, risks, opportunities, and performance signals from across the OmVista ecosystem.

Reason
 

It supports reasoning by helping users understand what the insights mean, what may be causing the issue, and how different signals relate to one another.

Decide
 

It helps determine next-best actions, ownership, escalation paths, workflow options, and success measures.

Act
 

It helps initiate or coordinate actions across OmVista applications, guidance tools, automation workflows, and operational teams.

Outcome
 

It helps connect executed actions to measurable outcomes such as improved customer experience, stronger agent performance, better compliance, higher retention, revenue growth, or lower cost.

Learn
 

It supports continuous improvement by connecting results back into future recommendations, workflows, and decisions.

Reduce Complexity. Accelerate Decisions. Improve Execution.

ChatOrchestra helps contact centers reduce operational complexity, improve decision-making, and accelerate movement from insight to action.

Faster Access to Insights

Users can ask questions in natural language and access relevant information without manually navigating multiple dashboards or reports.

Easier User Adoption

A conversational experience makes OmVista easier for leaders, supervisors, analysts, and operations teams to use.

Reduced Dependency on Disconnected Tools

ChatOrchestra helps unify access to insights, workflows, and actions across the OmVista ecosystem.

Better Decision Consistency

Users can receive more structured support for understanding root causes, evaluating actions, and measuring success.

Faster Movement from Insight to Action
 

ChatOrchestra helps turn recommendations into coordinated workflows and operational execution.

Stronger Workflow Orchestration

It helps coordinate actions across analytics, automation, agent guidance, engagement, compliance, sales, retention, and outcome-focused applications.

Improved Supervisor and Operations Support

Supervisors and operations leaders can quickly ask questions, identify risks, understand performance issues, and coordinate actions.

More Effective Use of AI Teammates
 

ChatOrchestra helps users interact with AI teammates and OmVista capabilities in a more natural, guided, and actionable way.

Better Alignment Between Analytics, Automation, and Outcomes
 

By connecting insights, decisions, actions, and outcomes, ChatOrchestra helps improve the consistency of execution across the contact center.

Designed for Contact Center Leaders, Supervisors, Analysts, and Operations Teams

ChatOrchestra supports multiple roles across the contact center and enterprise environment.

Executives
 

Access outcome-level insights, business impact, operational trends, and strategic performance indicators.

Contact Center Leaders
 

Understand performance gaps, root causes, workforce issues, customer trends, and operational priorities.

Supervisors
 

Identify coaching needs, compliance risks, agent performance issues, and team-level improvement opportunities.

Analysts
 

Explore trends, correlations, root causes, and cross-application insights across the OmVista ecosystem.

Agents
 

Receive support through connected guidance, contextual insights, and role-based orchestration when appropriate.

Operations Teams
 

Coordinate workflows, automation, escalations, follow-ups, and operational improvement actions.

The Conversational Orchestration Layer Across OmVista Engage

ChatOrchestra is one of the core OmVista Engage Solutions.

It complements other OmVista Engage Solutions and Applications by making them easier to access, coordinate, and operationalize.

OmVista Engage Solutions

  • iAct

  • Nexe’llecta

  • AgentAssist

  • AgentEngage

  • ChatOrchestra

OmVista Engage Applications

  • Outcome Assurance

  • CX Orchestra

  • SalesAssist

  • NexMedia

  • Other outcome-based applications

Together, these solutions and applications help contact centers capture and unify data, analyze interactions, identify root causes, guide agents, engage teams, automate workflows, orchestrate decisions, and improve measurable outcomes.
 

ChatOrchestra plays a critical role by giving users a conversational way to interact with and orchestrate these capabilities.

Common Ways Contact Centers Can Use ChatOrchestra

ChatOrchestra can support a wide range of contact center use cases, including:

  • Asking why customer satisfaction is declining

  • Identifying which agents need coaching

  • Understanding the drivers of repeat calls

  • Finding customers at risk of churn

  • Determining which workflow is creating delays

  • Asking what action should be taken to improve conversion

  • Coordinating supervisor follow-up

  • Initiating workflow automation

  • Surfacing compliance risks

  • Connecting analytics to outcome measurement

  • Exploring root causes across interaction, desktop, and operational data

  • Supporting outcome-based applications such as Outcome Assurance, CX Orchestra, SalesAssist, and NexMedia

Move from Questions to Decisions, Actions, and Outcomes

ChatOrchestra helps contact centers interact with OmVista through natural language, orchestrate work across applications, and move faster from insight to action.
 

With ChatOrchestra, conversation becomes orchestration — and orchestration becomes measurable outcome improvement.

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