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Studies) Seattle - March 23, 2004 - Envision Telephony, Inc., a leading provider of contact center software solutions, today announced that it is partnering with SIVOX Technologies to provide integration between SIVOX RealCall(tm) and the Envision(tm) eLearning product giving contact centers additional training options for agents. SIVOX RealCall is a dynamic simulation platform, which enables call center training facilities to quickly deploy agent simulations that closely mirror the call flow and agent-customer interactions that occur during live calls. The SIVOX online RealCoach interactively guides trainees along the best path using the best practices of an organization. Envision eLearning is part of the Envision(tm) Performance Suite, a flexible set of management applications that improves contact center performance and agent effectiveness to maximize each customer contact. SIVOX RealCall and the Envision Performance Suite will allow contact centers to record an interaction, create a simulation training clip, publish it to Envision's learning management system and then send it to the agent during slow call volumes.
According to the National Training Laboratory Institute, people retain 90 percent of "what they say and do" during a training session and only 10 percent of "what they hear and read." Simulation provides contact centers with an interactive way of training agents. Dynamic Simulation, the core of the SIVOX RealCall system, adapts to changes during the simulation session. To closely mimic a live coaching session, a dynamic software simulation must actually "hear" what the trainee is saying and respond accordingly with suggestions. In addition, a dynamic system will steer the trainee along the optimal, best practices path during the simulation, rather than routinely play itself out. With SIVOX RealCall, agents can practice their call-handling skills by entering data into emulated system screens and speaking with simulated customers and receiving feedback as they progress. SIVOX RealCall adds a new dimension to the Envision Performance Suite by delivering personalized and focused training to contact center agents.
"SIVOX RealCall complements the Envision Performance Suite by providing customers with realistic training simulations and real-time feedback," said Wade Baker, SIVOX CEO. "The combination of SIVOX and Envision software solutions provides increased customer satisfaction with minimized agent attrition rates, leading to greater ROI."
"The integration of the Envision Performance Suite with SIVOX RealCall enables our customers to utilize actual interactions to build simulation training," said Rodney Kuhn, Envision CEO. "Envision believes that personalized training is the key to successful agent development. This new integration means even more options and flexibility for Envision eLearning."
The Envision(tm) Performance Suite is a fully-integrated set of applications that 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 integration of these applications from a single source offers a powerful agent interface with integrated schedules, personalized feedback, coaching and reporting for contact centers to achieve the lowest cost of ownership and true workforce optimization.
About SIVOX Technologies
SIVOX Technologies develops and implements eLearning applications that help companies more efficiently hire and train their contact center personnel. The software, hardware, and learning professionals at SIVOX have helped some of the nation's leading companies increase their market presence and optimize their revenue with web-based, interactive applications. SIVOX RealCall is now in use in more than 40 contact centers, providing more effective and efficient initial and continuous training to more than 25,000 agents - and helping SIVOX customers better differentiate themselves on the contact center floor. For more information, contact: SIVOX Technologies, 1910 S. Highland Avenue, Suite 100, Lombard, Illinois 60148; phone (630) 424-9000; fax (630) 424-9045; www.sivox.com
About Envision
Envision Telephony, Inc. is a leading provider of 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. The company's scalable products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision introduced the first 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. Envision has offices in Seattle, Atlanta, Toronto and Amsterdam. For more information on contact center solutions, companies can call 206.621.9384, ext. 500, or visit the Web site at www.envisioninc.com.
Envision, the Envision(tm) Performance Suite, Envision(tm) Workforce Management, Envision(tm) Quality Monitoring, Envision(tm) eLearning and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.
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