Envision Recognized as 2010 Workforce Optimization Suite Leader

Envision Telephony, Inc., a provider of workforce optimization, or “WFO,” solutions for the contact center and enterprise, announced that the company has been honored with “2010 Workforce Optimization Suite Leader” by CRM Magazine.

According to a press release, the CRM magazine recognized Envision as a leader in the workforce optimization suite category in its seventh annual CRM Service Awards.

Every year, the CRM Magazine honors the vendors, consultants and end-user companies that are focused on high-quality customer experiences through the sophisticated integration of people, processes and technologies.

CRM magazine chose recipients of seventh annual CRM Service Awards through an extensive and in-depth three-month process and proprietary rating formula, which encompassed industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction.

Paul Stockford, president of Saddletree Research, said in the release that “Envision is an absolute leader, with highly efficient speech analytics and workforce management products that will have a significant impact on the market.”

Envision has already made its debut in the 2009 edition of the CRM Magazines’ awards, wherein CRM named the company as the “One to Watch.” So, the company made the jump from the “One to Watch” in 2009 to a leader in the 2010 CRM Service Awards, overtaking two widely recognized companies from the 2009 leader board in all three categories judged—customer service, depth of functionality and company direction, said officials in the release.

This achievement was possible due to the company’s rebranded ‘Centricity suite’ and the addition of speech analytics component called InteractionIQ, company officials said.

Envision Centricity is a web-based workforce optimization platform, which offers flexible, user-defined dashboards for monitoring, managing and analyzing data in a single, easy-to-use console. This WFO platform considerably augments performance management capabilities by capturing, aggregating and displaying valuable information at the agent, center and enterprise levels.

Officials with Envision say that the company’s Centricity WFO platfrom is highly adaptable WFO suite that is tailored to meet the critical and unique needs of customer-focused organizations worldwide. In addition, the Envision Centricity WFO platform fully integrates company’s Click2Coach offering, including quality monitoring and e-learning, with powerful capabilities such as analytics, performance management and workforce management.

Another offering that lead Envision to success is InteractionIQ. It is a speech analytics solution that enables contact center and enterprise management to affordably and easily incorporate speech data into their WFO analysis equation, in order to effectively meet specific agent, center and business performance objectives.