01
Automatic Call Distribution
Route contacts using queues, agent groups, skills and business rules so each customer reaches the right resource.
All solutions
FONIVA · CONTACT CENTER PLATFORM
One platform.Every conversation.
Run your entire customer-contact operation from one powerful platform: voice, routing, outbound campaigns, workforce, quality, supervision and analytics.
InboundOutboundQualityWorkforce
FONIVA
LIVE OPERATIONS
Live
87%
Service level
08
Waiting
42
Active agents
Sales queue
Calls today: 1,284
Supervisor controls
Listen
Whisper
Alerts
Built for demanding contact-center operations
COMMERCIAL CAPABILITIES
Everything your contact center needs to perform
FONIVA brings the operational tools used by agents, supervisors, managers and technical teams into a unified contact-center environment.
02
Interactive Voice Response
Build inbound voice journeys that interact with callers through voice prompts and keypad input before routing.
03
Outbound Dialer
Run outbound telemarketing, sales, collections and customer-contact campaigns, including predictive outbound operations.
04
Quality Monitoring
Record interactions, archive calls, define evaluation forms and score service quality, readiness and process compliance.
05
Workforce Management
Forecast demand, schedule agents and teams, monitor adherence, detect lateness or overtime and act on thresholds.
06
Real-time Analytics
Give managers and supervisors live operational statistics, dedicated reports and immediate visibility into performance.
07
Web Agent Workspace
Give agents a focused workspace for handling customer interactions, statuses and assigned campaign activity.
08
Live Supervision
Monitor agents and operations with role-based access, live views, passive listening, whisper mode and system alerts.
09
Remote & Multi-site
Connect distributed sites and remote agents while administering the contact center centrally from the web.
10
Enterprise IP Telephony
Unify contact-center and business telephony using standards-based IP communications and centralized architecture.
11
Administration & Diagnostics
Manage resources, activities, backups, configuration and system monitoring with tools for operations and IT teams.
12
High Availability
Support resilient deployments with redundant infrastructure, data protection and centralized operational controls.
FROM CONTACT TO RESOLUTION
Designed around the way your teams actually work
01
Welcome & qualify
IVR identifies intent, captures keypad input and prepares the customer journey before an agent is involved.
IVRBusiness hoursSelf-service
02
Route intelligently
ACD uses queues, groups, skills and rules to connect each caller with the best available agent.
SkillsQueuesPriorities
03
Assist the agent
Agents work from a web interface while supervisors retain visibility of availability, activity and service levels.
Agent panelStatusesLive supervision
04
Measure & improve
Recordings, evaluation forms, workforce adherence and operational reports turn daily activity into continuous improvement.
RecordingQAAnalytics
ONE PLATFORM · MULTIPLE ROLES
A purpose-built experience for every team
Agents
Handle assigned interactions and campaigns with clear availability states and the context needed to serve customers efficiently.
Web access
Queue & campaign activity
Personal schedules
Supervisors
See live activity, respond to service-level issues and coach teams without losing sight of the operation.
Live statistics
Listen & whisper
Alerts & thresholds
Managers
Plan staffing, evaluate quality and use operational reporting to align resources with customer demand.
Forecasting
Scheduling
Quality evaluation
IT & Operations
Operate a centralized, multisite platform with administration, backups, monitoring and diagnostic capabilities.
Central administration
Backups
System monitoring
INBOUND + OUTBOUND
One engine for service, sales and collections
Inbound customer service
Combine IVR, queues, skill-based routing and real-time supervision to reduce friction and move callers efficiently toward resolution.
Interactive voice menus
Skills-based ACD
Queue prioritization
Real-time service levels
One engine for service, sales and collections
Create structured outbound activities for telemarketing, sales, collections and proactive customer communication, with agent and campaign oversight.
Predictive outbound campaigns
Campaign planning
Agent assignment
Performance monitoring
QUALITY + WORKFORCE
Improve performance with evidence, not guesswork
FONIVA connects interaction quality with workforce execution, giving leaders the tools to coach teams and plan capacity around real operational demand.
01
Call recording
Capture and archive agent-customer interactions under configurable recording rules.
02
Evaluation forms
Create structured forms to assess interactions, employee readiness and process compliance.
03
Agent scheduling
Assign shifts to agents, groups or teams and make upcoming schedules visible to employees.
04
Adherence monitoring
Identify late arrivals, overtime and schedule deviations with thresholds and alarms.
05
Forecasting
Run scenarios around contact-center objectives and estimate the human and technical resources required.
06
Continuous coaching
Combine monitored interactions and operational data to target training and performance improvement.
DEPLOYMENT & OPERATIONS
Centralized control. Distributed teams.
FONIVA is designed for onsite, outsourced and hosted contact-center environments, including multi-site organizations and remote agents.
Remote administration
Manage contact-center resources and activities from a web-based administration interface.
Multi-site architecture
Interconnect sites and remote agents while retaining central visibility and control.
Role-based access
Give managers, supervisors and team leaders access to the resources, statistics and reports relevant to them.
Monitoring & diagnostics
Support operations with system monitoring, backups and technical diagnostic tools.
WHERE FONIVA FITS
Built for high-volume customer operations
Customer service
Inbound support, information lines, help desks and customer-care operations.
Sales
Inbound qualification and structured outbound sales campaigns.
Collections
Outbound contact strategies for payment reminders and receivables operations.
Public services
Citizen hotlines, service desks and large-scale public-information contact centers.
BPO & outsourcing
Multi-client operations with centralized supervision and distributed teams.
Enterprise telephony
Centralized IP communications that can extend beyond the contact center.
READY TO MODERNIZE YOUR CONTACT CENTER?
Turn every interaction into a better operation.
Talk to ALIBORA about your queues, campaigns, sites, agent volumes and integration needs. We will help you shape the right FONIVA deployment.
Foniva platform capabilities.
