OnviCom & OnviCord
All-inclusive teleservices and call recording solutions for contact centers and answering services.
OnviCom delivers everything needed to run your answering service or contact center — from call handling and dispatch to secure messaging and PBX functionality. OnviCord adds complete call recording and monitoring, giving supervisors and quality teams full visibility into every interaction for compliance, training, and performance improvement.
OnviCom
Available as a cloud service or on-premise solution, designed for telephone answering services and contact centers of all sizes.
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Multimedia messaging and ACD/ICD routing
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Business voicemail and PBX functionality
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CRM and comprehensive logs and reports
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Call recording
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Secure two-way messaging (OnviGuard — HIPAA and HITECH compliant, end-to-end encrypted)
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Operation continuity with automated data replication, backup, and recovery
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Optional client self-service web portal
Teleservices
Call Recording
OnviCord
Scalable, secure call recording compatible with virtually any PBX or VoIP environment including Microsoft Teams.
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Record 100% of voice interactions automatically
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Search and playback by agent, date, time, length, account, or incident
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Remote access for search and playback anywhere in real time
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On-demand recording with assigned privileges
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Encryption, archiving, and purge with customizable retention policies
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Scalable with unlimited recording channels
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Multi-site support with centralized data server
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Manage user accounts, live monitor calls, and email recordings to team members
Total Quality Assurance and Compliance
Ensure full compliance with regulations, internal policies, and quality standards across every recorded interaction.
Operational Flexibility
Support hot desking, hybrid teams, and remote supervisors while maintaining accurate tracking across locations.
OnviCord
What OnviCord Delivers
Complete visibility and control over every recorded interaction — built for compliance, quality, and operational flexibility.
Workforce and Performance Optimization
Monitor and analyze agent performance in real time and over time — identify training gaps and coaching opportunities.
Enhanced Security and Control
Protect sensitive data and meet regulatory requirements including GDPR and HIPAA with tight access controls.
Scalable Growth Without Disruption
Scale teams, adopt new communication technologies, or expand locations without infrastructure changes.
Quickly locate and review calls related to complaints, legal matters, or internal investigations.
Streamlined Investigations
OmVista TeleServ
Beyond Call Answering
OmVista TeleServ builds on OnviCom with AI-driven analytics and automation — transforming TAS operations into high-performance organizations.
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Agent Performance
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Objective evaluations that eliminate bias and ensure fairness
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Assess agent adherence to scripts and guidelines
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Pattern analysis to identify strengths and weaknesses
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Pinpoint coaching, training, and mentoring opportunities
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Provide agents with guidance to enhance customer satisfaction
Delivery Model
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03
Client Satisfaction
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Analyze text, tone, language, and emotion to determine sentiment
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Identify trends in customer sentiment over time
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Summarize large volumes of data into key themes and trends
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Identify client satisfaction risks and take targeted action
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Deliver value-added insights to clients
Business Analytics Service
Problem-solution analysis and alignment, proof-of-concepts, onboarding, and delivery of ROIs
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Business Productivity
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Identify, automate, and address issues based on multichannel analytics
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Improve metrics and key performance indicators of productivity
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Identify bottlenecks and inefficiencies to optimize processes
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Ensure operational processes remain relevant and effective
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Generative AI analytics for 100% automated quality assurance
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Performance insights to quickly identify areas for improvement
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Smart Virtual Operator and Intelligent Virtual Agent capabilities
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Optional screen capture for synchronized call and desktop recording
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Task automation — streamlined wrap-up, reduction of manual errors and delays
01
Agent Performance
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Objective evaluations that eliminate bias and ensure fairness
-
Assess agent adherence to scripts and guidelines
-
Pattern analysis to identify strengths and weaknesses
-
Pinpoint coaching, training, and mentoring opportunities
-
Provide agents with guidance to enhance customer satisfaction
02
Client Satisfaction
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Analyze text, tone, language, and emotion to determine sentiment
-
Identify trends in customer sentiment over time
-
Summarize large volumes of data into key themes and trends
-
Identify client satisfaction risks and take targeted action
-
Deliver value-added insights to clients
02
Client Satisfaction
-
Analyze text, tone, language, and emotion to determine sentiment
-
Identify trends in customer sentiment over time
-
Summarize large volumes of data into key themes and trends
-
Identify client satisfaction risks and take targeted action
-
Deliver value-added insights to clients
03
Business Productivity
-
Identify, automate, and address issues based on multichannel analytics
-
Improve metrics and key performance indicators of productivity
-
Identify bottlenecks and inefficiencies to optimize processes
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Ensure operational processes remain relevant and effective
Why Organizations Choose OnviCom and OmVista TeleServ
Why OnviSource
Affordable and Accessible
Lower monthly fees than traditional systems, no IT management required, and quick agent onboarding to start generating revenue faster.
Proven Migration Support
Seamless transition from existing platforms including Telescan, with free consultation, proof-of-concept, and 30-day hands-on onboarding.
Scalable for Any Size
From small answering services to large multi-site contact centers, OnviCom and OnviCord scale without disruption.
AI-Native When You Are Ready
Start with core teleservices and call recording, and add AI-native analytics, automation, and real-time guidance through OmVista TeleServ.
AgentAssist Real-Time Guidance
Our partnership with OnviSource and the adoption of interaction analytics have been transformative for our call center operations. Overall, our experience with OnviSource was nothing short of excellent.
Joann Fussell, CFO
Voice Link of Columbus
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What Our Customers Say
Customer Stories
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Transitioning to the next generation of OnviCom was effortless. Without the unwavering support and expertise of the OnviSource team, my staff and I would have faced numerous challenges during this transition.
Shari Rosen, Owner
Answering Service Inc.
Advance Communications
Deaconess Hospital
Teleservices Customers We Support
Alliance Communication Services
Fagan Answering Service
Prime Communications
Answering Service Inc.
Answer Topeka
ProVac
FAQ
Frequently Asked Questions
Call recording software captures and stores audio from phone calls for review and analysis — supporting compliance, quality assurance, and agent training.
OnviSource performs a remote installation onto your VoIP network. Compatible with most phone systems including Microsoft Teams.
Legality depends on jurisdiction. In the US, laws vary between one-party and all-party consent requirements. Best practices include obtaining consent, informing participants the call is being recorded, and securely storing recordings.
Managers use recorded calls to review performance, provide feedback, and train agents using real-life scenarios — covering skill gaps, best practices, and reduced onboarding time.
Recordings are encrypted and stored on-premises with access controls and customizable retention policies to meet regulatory and organizational requirements.
Multiple recorders at different locations point to a centralized data server, supporting enterprise and multi-site contact center environments.
