Contact Center Solutions Featured Article

To meet the needs of customers so that you can retain and obtain maximum value from them requires that you capture, understand, and follow up on what they are telling you. You must also have the right number of trained, qualified staff available to be there when they contact you, and to contact them.


This requires a solution that centralizes call recording, speech analytics, training, and workforce management functions, and which is viewable and manageable from a single, versatile, and customizable dashboard, easily available to users enterprise-wide.

Envision Telephony has created such a platform in its new Centricity contact management solution. Centricity, which is made up of Envision's Click2Coach meshed with analytics, performance management and workforce management tools, gathers and aggregates information for proactive, predictive and preventive contact center and enterprise decision making.

 

Centricity features a powerful new analytics tool that gives diagnostic and prescriptive information to users for more proactive decision-making and performance management inside the center and out. It can pull, assemble, and present data from virtually any relational data source, enabling users to input any industry-standard data specific to their businesses, thereby also permitting active benchmarking.

 

Giving users that view is a customizable dashboard where everything is displayed and where all the work can be done from. Real-time capture of agent interactions allows users to identify skill gaps and deliver timely information that leads to insight and profitable action.

 

Users can include items of importance rather than adapt to a one-size-fits-all, dictated view, and can personalize and arrange items in a format that best suits their individual needs and optimizes personal efficiency. They can easily align contact center key performance indicators with those of the rest of their organizations with "right-sized” customer interaction data types and amount being captured and displayed.

 

Making Centricity even more flexible and user-friendly is its new Web-based architecture. Users can easily access it on their enterprise’s servers without having to install or download client footprints. This setup drastically simplifies administration, upgrades and ultimately lowers total cost of ownership.

 

Keith Dawson, Principal Analyst - Contact Centers, Frost & Sullivan, is impressed with how Envision has taken what typically were siloed agent-facing applications and knitting them together into a well-crafted, integrated thin-client Web-based system. He praised how the firm has expanded on its analytics capabilities by making the consolidated dashboard the key to improving performance in both the center and the rest of the enterprise.

 

“Envision Centricity takes significant steps to make the contact center an important source of information and intelligence for the entire enterprise,” says Dawson. “Moving to a thin-client architecture means that users will be able to better leverage all the different data sources that flow through the contact center in all sorts of innovative ways.”