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Company Profile - Envision
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Core Products
and Services
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Envision(tm) Workforce
Management
Envision(tm) Workforce Management optimizes the utilization of the agent
workforce and provides a solid foundation for the most effective
customer contact for your business. It allows managers to forecast
realistic staffing levels based on historical data, easily create
optimized schedules, analyze various schedule scenarios, comparing
tradeoffs between service levels and staffing costs, get comprehensive
metrics on forecasted vs. actual call volumes, service-level adherence
and staffing levels, factor unique agent preferences and rules into your
schedules, schedule coaching sessions and push schedules to the agent
desktop. Envision(tm) Workforce Management tightly integrates with other
Envision products, Envision(tm) Quality Monitoring and Envision(tm)
eLearning to provide the most efficient operations and lowest cost of
ownership.
Envision(tm) Quality Monitoring
and Envision(tm) Logging
Envision(tm) Quality Monitoring is an agent development solution that
offers integrated quality monitoring and performance evaluation. It
provides tools for scheduling and recording customer interactions and
evaluating agent skills and allows supervisors to send feedback directly
to agents at their desktops. Envision(tm) Logging records 100% of
customer interactions for those organizations who need to meet
compliance and verification requirements. Together with Envision(tm)
Quality Monitoring, supervisors get a single interface to access all
quality monitoring, on-demand and logged recordings. Envision(tm)
Quality Monitoring and Envision(tm) Logging tightly integrate with other
Envision products, Envision(tm) Workforce Management and Envision(tm)
eLearning to provide the most efficient operations and lowest cost of
ownership.
Envision(tm) eLearning
Envision(tm) eLearning makes it easy to deliver targeted training
directly to the agent desktop, making it possible to quickly improve
performance, reduce ramp-up times and decrease handle times. Now you can
develop your agents - with no additional training costs - by sending
personalized and standard training directly to their desktops. Flexible,
rules-based delivery ensures you push training only when the time is
right. Envision(tm) eLearning tightly integrates with other Envision
products, Envision(tm) Workforce Management, Envision(tm) Quality
Monitoring and Envision(tm) Logging to provide the most efficient
operations and lowest cost of ownership.
Product Literature (requires Adobe Acrobat Reader):
Envision builds
agent-focused contact center software solutions that empower businesses
to maximize every contact with their customers. Since its founding in
1994, Envision has focused on improving the effectiveness and
performance of contact center agents to create measurable value for the
enterprise. In August 2003, the company introduced the Envision(tm)
Performance Suite, a powerful set of applications that optimize each
customer contact, agent effectiveness and contact center resources. A
fully-integrated solution, the suite of products includes Envision(tm)
Workforce Management, to forecast, schedule and manage agent workforce
resources, Envision(tm) Quality Monitoring, to monitor, evaluate and
coach agents at their desks and Envision(tm) eLearning, to create,
manage and deliver eLearning to agent desktops. The company's scalable
products are used by some of the world's most well-known,
customer-focused companies in a variety of industries, including
financial, utilities, telecommunications, software and insurance.
Envision introduced the first browser-based agent desktop interface for
direct delivery of information, training and coaching in 1998. Industry
analysts have since recognized the company's leadership for its overall
impact on improving the quality of customer interactions.
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