Founded in 1994, Envision is a provider of software solutions that help businesses increase levels of customer satisfaction while increasing revenue. Envision heavily focuses on elevating the level of effectiveness and performance management of contact center agents. Various coaching techniques provided by Envision also help enterprises increase productivity and efficiency.  Envisions’s easily integrated products are used by many customer-focused companies in various industries including financial, utilities, telecommunications, software and insurance.

The company’s mission is to offer unparalleled customer-centricity, and this is the foundation of the customer experience that Envision delivers.

With big firms such as Southwest Airlines, Envision can help to cut costs, while improving everything else including sales revenue, service levels and brand loyalty. In most cases, this can be done at an ROI that equates to payback within a 9 month time frame.

Envision helps companies better integrate all aspects of critical business operations including the people, processes and technologies within the contact center. This helps increase the level of customer service as well as agent, center and enterprise performance. 

Through use of Envision solutions, customers can increase first-call resolution by 20 percentage points over one year, improve quality scores by up to 30 percent and decrease cost per call by up to 22 percent.

Envision combines the features of Click2Coach and Envision Workforce Management on a completely Web-based workforce optimization (WFO) technology platform. This provides ROI-driven efficiency   that was designed to meet even the most highly specified goals and objectives of customer-focused organizations around the world. Envision Click2Coach significantly expands performance management capabilities by capturing, aggregating and displaying valuable information at the agent, center and enterprise levels.

Envision’s Click2Coach enables quality monitoring and management, e-learning, automated coaching and robust analytics and performance management capabilities. This helps supervisors and trainers to provide constant feedback and coaches agents to excel. This results in call center agents delivering consistent, quality service every time they interact with a customer.

Click2Coach call center software allows call center supervisors to give targeted, customized instruction exactly when and where it is needed. Some of the features of this software include the ability to easily review customer interactions, evaluations of agent skills, integration of training content with agent evaluations, the reduction of ramp-up times, and a decrease in handle times.

Click2Coach, combined with Envision Workforce Management, help both the contact center and business increase efficiency and effectiveness.