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iAct Data Unification and Workflow Automation

AI-native data unification, process automation, and workflow execution for faster, more consistent
contact center outcomes.

iAct Data Unification and Workflow Automation is an OmVista Engage Solution designed to help
contact centers connect siloed systems, unify dispersed data, automate manual workflows, and
improve operational execution.


While analytics identifies what is happening and why, iAct helps make the work happen. It connects
fragmented data and processes across the contact center environment, then enables automation that
reduces manual effort, eliminates delays, improves accuracy, and supports measurable business
outcomes.


iAct helps ensure that insights do not remain trapped in reports, dashboards, or recommendations.
When an issue, opportunity, risk, or operational need is identified, iAct helps trigger the appropriate
workflow, automate the required task, update the right system, notify the right person, or support the
next operational step.

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Connecting Data, Processes, Workflows, and Tasks Across the Contact Center

iAct connects data, processes, workflows, and tasks across the contact center ecosystem, including:

  • CRM and customer data

  • Contact center systems

  • Agent desktop activity

  • Operational systems

  • QA and performance data

  • Customer interaction data

  • Reports and KPI data

  • Notifications and escalations

  • After-call and wrap-up tasks

  • Workflow steps across disconnected applications

  • Data capture, updates, and routing
     

By connecting these data sources and processes, iAct helps create a more unified operational foundation for automation, reporting, guidance, and outcome execution.

1

iAct helps contact centers bring together data from disconnected systems so teams can work from a more complete and accurate operational view.

Create a More Complete Operational View

iAct connects data, processes, workflows, and tasks across the contact center ecosystem, including:

2

Many contact centers have valuable data spread across CRM platforms, telephony systems, QA tools, workforce systems, customer records, spreadsheets, and operational databases.

 

iAct helps unify and curate this data so it can be used for analytics, reporting, workflow automation, and decision support.

3

This reduces fragmentation and helps leaders move from partial visibility to connected operational intelligence.

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Preparing and sending emails

4

Analyzing QA scores and triggering actions

7

Producing automated reports

Automate Repetitive Workflows That Slow Down Execution

iAct automates repetitive, manual, and rules-based workflows that slow down agents, supervisors, and operations teams.

iAct can support automation of tasks such as:

This helps reduce manual effort, improve consistency, eliminate delays, and free teams to focus on higher-value work.

2

Sending notifications

5

Creating or routing escalations

8

Updating operational data

10

Automating follow-up tasks after interactions

3

Accessing CRM and updating customer records

6

Generating call summaries and transcripts

9

Capturing and reporting KPIs

Turn Disconnected Data and Manual Workflows into Coordinated Execution

Contact centers often operate across multiple systems, applications, reports, workflows, and teams. Valuable data may exist across CRM platforms, telephony systems, QA tools, workforce systems, spreadsheets, operational databases, and customer records — but when that data remains fragmented, execution becomes slower, less consistent, and more manual.
iAct helps solve this challenge by unifying data and automating the operational workflows that keep contact centers moving.


It enables siloed data and process unification, process and workflow automation, wrap-up time task automation, automated report generation, real-time visibility, data notifications, updates, KPI capture, analysis, and reporting.


The objective is not simply to automate tasks. The objective is to help contact centers execute faster, reduce manual work, improve accuracy, and connect operational actions to measurable outcomes.

Built on the OmVista Orchestra Architecture

Deliver seamless, personalized experiences that drive loyalty and NPS through intelligent, real-time outcomes.

1

iAct 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, workflows, and platform capabilities required to help deliver that outcome.

2

For iAct, this means supporting the execution layer of OmVista by helping capture and unify data, automate workflows and processes, coordinate operational tasks, and support the delivery of measurable outcomes.
 

iAct plays a critical role in OnviSource’s AI-native execution strategy because it helps bridge the gap between insight and action.

3

Instead of leaving teams to manually move information between systems, complete repetitive tasks, generate reports, or trigger follow-up workflows, iAct helps automate and orchestrate those activities in support of faster, more consistent execution.

Reduce After-Call Work and Improve Agent Throughput

iAct helps reduce after-call and post-interaction work by automating wrap-up tasks that agents often perform manually.
 

This can include documentation, system updates, follow-up notifications, summaries, workflow triggers, and other repetitive steps that add time and cost to the operation.
 

By reducing wrap-up work, iAct can help improve throughput, productivity, and agent capacity.

Reduce Manual Reporting and Improve Performance Visibility

iAct can automate report generation, KPI capture, data updates, and performance monitoring.

This reduces the burden of manual reporting and helps ensure leaders have timely access to operational insights.

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The value is not simply faster reporting. It is more consistent visibility into the performance indicators that matter most to customer experience, agent performance, and operational efficiency.

Turn OmVista Insights into Operational Action

iAct works with other OmVista capabilities to help convert insights into action.

It can support:
 

  • Nexe’llecta insights by automating actions based on detected trends or risks

  • AgentAssist guidance by supporting next-step workflow execution

  • AgentEngage by triggering coaching, notifications, or performance workflows

  • Outcome Assurance by supporting compliance and performance actions

  • CX Orchestra by enabling customer retention, outreach, and follow-up workflows

  • SalesAssist by automating sales follow-up, reporting, and workflow steps

  • ChatOrchestra by enabling conversationally triggered workflow execution
     

This makes iAct a core execution capability inside OmVista Engage.

From Insight to Action Through Workflow Execution

iAct supports the OmVista Engage AI-native execution model:

Data

→

Insights

→

Reasoning

→

Decisions

→

Actions

→

Outcomes

→

Learning

Data

iAct helps capture, unify, curate, update, and route data across disconnected systems and operational processes.
 

Insights

By creating a unified data foundation, iAct supports more accurate analytics, reporting, and visibility into operational performance.
 

Reason

iAct helps ensure that data and workflow signals can be used to understand where bottlenecks, delays, exceptions, or process gaps exist.
 

Decide

When an issue, opportunity, or operational need is identified, iAct helps determine which workflow, update, notification, escalation, or automation should be triggered.
 

Act

iAct executes or coordinates the required workflow action, reducing manual work and helping teams move faster.
 

Outcome

iAct helps connect operational execution to measurable outcomes such as higher productivity, shorter wrap-up time, fewer errors, faster follow-up, improved visibility, and lower operating cost.
 

Learn

Workflow results, performance data, and operational outcomes can feed back into OmVista to improve future automation, reporting, guidance, and process optimization.

Respond Faster to Operational Events and Exceptions

iAct supports real-time operational visibility by capturing data, monitoring workflow events, and triggering notifications when action is needed.
 

This helps supervisors and operations teams respond faster to exceptions, risks, service delays, compliance issues, customer needs, or performance gaps.
 

Instead of discovering issues after the fact, teams can receive timely visibility into what requires attention.

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

iAct supports teams responsible for improving operational execution, workflow consistency, data visibility, and automation.
Contact Center Leaders

Gain better visibility into operations, workflow performance, and automation opportunities.

Process Improvement Teams

Identify workflow inefficiencies, automation opportunities, and areas for operational improvement.

Operations Teams

Automate repetitive tasks, improve process consistency, and reduce manual work.

Supervisors

Receive timely notifications, escalations, and visibility into performance or workflow events.

Agents

Benefit from reduced wrap-up work, fewer manual tasks, and more consistent workflow support.

Analysts

Use unified data and automated reporting to support better analysis and operational insight.

Common Ways Contact Centers Can Use iAct

iAct can support a wide range of operational and automation use cases, including:

  • Automating after-call wrap-up tasks

  • Updating CRM records after customer interactions

  • Generating call summaries and transcripts

  • Sending follow-up emails or notifications

  • Creating and routing escalations

  • Automating report generation

  • Capturing and reporting KPIs

  • Triggering actions from QA scores or compliance events

  • Updating customer or operational records

  • Automating customer retention follow-up workflows

  • Supporting sales follow-up workflows

  • Routing exceptions to supervisors or operations teams

  • Reducing duplicate data entry

  • Connecting siloed systems for better visibility

  • Supporting conversationally triggered workflows through ChatOrchestra

The Execution Layer That Turns Decisions into Workflows

iAct is one of the core OmVista Engage Solutions.
 

It complements other OmVista Engage Solutions and Applications by helping convert intelligence into operational action.

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, orchestrate decisions, automate workflows, and improve measurable outcomes.
 

iAct plays a critical role by ensuring that actions can be executed across data, systems, workflows, and operational processes.

Move from Manual Workflows to AI-Native Execution

iAct helps contact centers connect disconnected systems, unify operational data, automate workflows, and execute faster.
 

With iAct, insights do not remain trapped in reports. They become coordinated actions that improve productivity, efficiency, visibility, and measurable outcomes.

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Improve Execution by Reducing Manual Work and Connecting Siloed Systems

iact helps contact centers improve execution by reducing manual work, connecting siloed systems, and automating operational workflows.
Improved Agent Productivity
Reduced Manual Effort
Shorter Wrap-Up Time
Fewer Errors and Delays
Better Workflow Consistency

Reduce manual work and after-call tasks so agents can focus more time on customer interactions.

Automate repetitive workflows, reporting, notifications, updates, and follow-up tasks.

Automate documentation, summaries, system updates, and workflow triggers after interactions.

Reduce manual handoffs, duplicate entry, missed updates, and slow follow-up processes.

Ensure required tasks, notifications, escalations, and updates happen more consistently.

Faster Follow-Up and Escalation Handling
Improved Operational Visibility
Reduced Reporting Burden
Stronger Process Compliance
Lower Operating Cost

Trigger next steps automatically when risks, exceptions, or customer needs are detected.

Capture and unify data to support real-time visibility, KPI monitoring, and operational reporting.

Automate report generation, KPI capture, data updates, and recurring operational reporting.

Support consistent execution of required workflows, updates, notifications, and escalation steps.

Reduce manual labor, errors, delays, rework, and inefficient processes.

Higher Throughput and Efficiency
Better Alignment Between Insight, Action, and Outcome

Improve productivity, capacity, and operational execution across the contact center.

Ensure insights from OmVista are connected to the workflows and operational actions needed to drive measurable improvement.

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