Transform Every Conversation in Your Contact Center into Your Greatest Competitive Advantage
OmniVision is a conversational intelligence platform that goes beyond measuring metrics: it turns every voice call, chat, and email into actionable insights using advanced AI. With OmniVision, you’ll understand why customers contact you, what frustrations they face, and which business opportunities hide inside every interaction.
Beyond Traditional Analytics — OmniVision Is the Future of Contact Center Intelligence
What is OmniVision and How Does It Work?
OmniVision is built to deliver a deep, comprehensive understanding of all your customer interactions. It captures and processes 100% of interactions to provide real-time, in-depth analysis:
Omnichannel Ingest
Centralizes Five9 audio, chats, SMS, and emails in a single platform, eliminating information silos and unifying each customer’s context.
Intelligent Transcription & Diarization
- Whisper & OneMeta convert audio to text and distinguish speakers (agent, customer, bot), ensuring accurate attribution of every word.
- Legend Assist imports native Five9 transcriptions to improve accuracy and reduce diarization errors.
Configurable AI Analysis
- Intent & Topic Detection: Automatically identifies concepts like “payment plan,” “complaint,” or “upsell” to classify interactions.
- Sentiment Analysis & Estimated CSAT: Measures emotion and satisfaction without surveys, allowing proactive action before formal complaints arise.
- Vision Scorecards: Combines disposition, Five9 metrics (AHT, ACD, FCR) and custom questionnaires to evaluate 100% of interactions against business criteria.
Bot Evaluation & Customer Journey Tracking
Measures containment and handoff rates for your virtual assistants to optimize self-service flows and ensure smooth transitions to live agents.
Journey Visualization & Friction Points
Navigate each conversation with an interactive touchpoint map to pinpoint exactly when delays or drops in satisfaction occur.
Interactive Dashboards
Customize insight data with quality panels, early alerts, agent rankings, and critical KPIs — all configurable for different roles (supervisors, QA, management).
Why OmniVision Is Essential for Your Contact Center’s Evolution?
100% Data-Driven Coaching & QA
Forget sampling: analyze all calls and chats, focus on real improvement areas, and accelerate team training.
Risk Prevention & Compliance
Instantly detect mentions of sensitive terms or broken processes. Minimize fines and customer churn with proactive alerts.
Bot & Self-Service Optimization
Know exactly where and why bots fail or hand off to agents. Continuously improve automated journeys to raise containment rates up to 70%.
Positive Impacts of OmniVision
From Data Complexity to Strategic Clarity
Proactive, Data-Driven Quality Culture
Turn QA from a reactive task into a strategic tool that continuously drives performance and customer experience.
Agile Discovery of Hidden Trends & Patterns
Anticipate customer needs, detect issues before they escalate, and uncover opportunities directly from what customers say.
Strategic Alignment Between Contact Center and Business Goals
Transform your Contact Center into a valuable intelligence source that informs marketing, sales, and product decisions.
Highly Effective, Personalized Agent Coaching
Give supervisors precise insights for coaching that works—identify specific behaviors and targeted improvement areas.
Continuous Process & Script Optimization
Understand which communication approaches work best, where processes break down, and how to improve the efficiency of each interaction.
Measurable Results: Benefits & Savings from Implementing OmniVision
Increase in Customer Satisfaction (CSAT/NPS) and Loyalty by proactively addressing needs and frustrations.
Reduction in Operating Costs through more efficient agent time, less rework, and faster problem resolution.
Improved First Contact Resolution (FCR) by identifying root causes of repeat calls and optimizing resolution workflows.
Lower Agent Attrition thanks to more effective coaching and performance-focused development.
Streamlined Audits & Compliance Effort via automated analysis for protocol and regulatory adherence.
Greater Efficiency in Identifying Sales & Retention Opportunities by spotting patterns and keywords that indicate business potential.
