December 05, 2017
Envision with more than 20 years of innovation and experience in the contact center workforce optimization (“WFO”) market, today announced that a large Fortune 1000 financial services company based in the US selected Envision’s award winning WFO solutions for coaching, analytics, performance management and compliance recording.
With multiple contact center locations throughout the United States, the organization focuses on maintaining high quality customer relationships and is dedicated to providing insurance solutions to middle-income working Americans and retirees through its family of established brands.
After careful evaluation of multiple providers, including incumbent vendors, the financial group determined that Envision and the Click2Coach® suite of products provides the best capabilities and lower overall total cost of ownership (TCO) it needed to run its business.
The financial group selected Envision as their enterprise wide WFO and analytics partner citing Envision as having unparalleled customer support and flexibility in solutions to help them meet IT and business initiatives as a major factor in their decision to expand. Envision’s Click2Coach and analytics solutions will provide a competitive business advantage for current and future initiatives.
Click2Coach is a complete recording, evaluation, coaching and speech analytics application that enables contact centers to capture phone, CTI, application workflow and desktop data. The software transforms customer experiences into long-lasting, profitable relationships by collecting the right data from customer interactions to provide insight into operations and trends. This enables businesses to take action for improvement throughout the organization. The financial group will deploy Envision’s Click2Coach with analytics in a virtual cloud environment in its own datacenters to help coach their agents across multiple locations. In addition, Envision’s patented D5 soft recorder will help capture and retain important portions of agent-customer interactions for compliance and archival purposes.
“A thorough evaluation and selection of Click2Coach is further validation of Envision’s strength and leadership in the contact center workforce optimization market. We are excited to partner with companies like this as they continue their…