Envision Announces Major Upgrade to its Centricity Workforce Optimization (WFO) Suite for Contact Center and Agent Performance

[May 07, 2012]

Envision Announces Major Upgrade to its Centricity Workforce Optimization (WFO) Suite for Contact Center and Agent Performance

SEATTLE --(Business Wire)--

ACCE Conference, BOOTH #605 - Envision today announces the next major upgrade of its award-winning Envision® Centricity Team Optimization Suite for workforce management, workforce optimization (WFO), and coaching for the contact center. Centricity adds a brand-new, tabbed UI for simple navigation and less clicks; more powerful supervisor workflow including ability to more quickly create and deliver on-line eLearning for individual and group coaching; and a new, Silverlight audio visual player that sets new industry standards for creating searches, queries and evaluations in a browser based format (including support for mobile and tablet formats).

Users will also find enhancements to agent monitoring and PCI (News - Alert) compliance, as well as improvements in speed, performance and integration.

"Contact center agents play one of the most critical roles in the enterprise, with more direct contact with customers than any other group, and thus have a profound influence on revenues, customer retention, and brand loyalty. And with social media changing the landscape (and volume) of customer service, and big data promising to change how we market to customers, it's imperative that brand-conscious organizations partner with vendors who truly understand how to unify the core functions of workforce optimization, adjust as needs change, and help deliver customer service as a competitive advantage," said Nancy Jamison, Principal Analyst of Contact Centers at Frost & Sullivan.

Envision is the only workforce optimization provider with an emphasis on agent effectiveness and coaching. Its solutions help companies increase agent performance and job satisfaction; drive revenues through more cross-sells and up-sells; lower operating costs and increase call and contact center ROI; and drive customer retention and brand loyalty. For supervisors Envision enables more streamlined, one-on-one coaching; faster, more frequent agent training; and efficient use of new technologies such as video and social media.

One of the biggest challenges contact centers face is ensuring agents are prepared to handle customer interactions related to new campaigns. In the new Centricity, supervisors can quickly create a subscription based on the campaign and then access recordings to create targeted coaching to address issues on an agent-by-agent basis.

Search results are presented much more quickly and with fewer clicks needed to evaluate those records. By improving te efficiency by which supervisors can evaluate customer interactions, supervisors gain more time to coach and work with agents one-on-one to improve their effectiveness.

"This major release of Centricity is based on direct feedback we've gotten from our customers for improved workflow, search and flexibility to deploy our solutions. In addition to the tremendous gains in speed, performance and ease of use, we've also doubled the number of daily evaluations supervisors can perform. This will have a huge impact for our customers who are constantly looking for ways to improve agent performance, productivity, and ultimately drive customer satisfaction, retention and sales," said Rodney Kuhn, Envision CEO.

Envision Centricity is the company's complete WFO suite to aggregate, monitor and analyze data and performance at the agent, center and enterprise levels. It is comprised of multiple applications including Envision Workforce Management™ for scheduling, forecasting and staffing, with applications for quality monitoring, identity protection and compliance, analytics and much more.

Click2Coach® is the company's award-winning product for agent performance improvement, enabling companies to deliver targeted coaching with a combination of quality monitoring and eLearning.

Envision backs these solutions with its Performance Assurance Review (PAR), an intense process in which Envision will work with the customer to assess and make hard, best-practice recommendations that ultimately will better align the people, process and technology within the contact center back to the customer's corporate objectives.

Envision works with a Who's Who of company's known for their strong brands, customer loyalty and retention including Starbucks, Delta Hotels & Resorts and Alaska Airlines.

About Envision

Our mission is to help customer-centric organizations maximize the effectiveness of every customer contact. Through our Centricity Team Optimization Suite, Envision helps companies better align and integrate the people, processes and technologies within the contact center to drive better customer service, and, continuously improve agent, center and enterprise performance. The Envision industry-renowned Click2Coach® fully integrates the value of quality monitoring and management, e-learning, automated coaching and robust analytics and performance management capabilities. Envision marries the power of Click2Coach and Envision Workforce Management™ together on the award-winning Web-based, workforce optimization (WFO) solution, Envision Centricity® to deliver a full spectrum of ROI-driven efficiency and effectiveness gains. A commitment to unparalleled customer-centricity is at the center of the company's mission and is what makes Envision the authority on delivering an uncompromising customer experience backed by our performance guarantee. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.