Call Center Software Products: Envision Business Intelligence
Improving customer service and call center efficiency.
Envision Business Intelligence™ call center software gives organizations the tools needed to analyze call center performance and then utilize that information to drive changes that align people, processes and technology in order to improve sales and service and enhance the customer experience.
With Envision Business Intelligence call center software solutions, call centers can make full use of the value that is locked away in the customer interactions they are recording for quality monitoring, compliance or liability. With Envision Business Intelligence, decision-makers profit from powerful features that give them the ability to instantly spot trends, identify process issues and predict which customers will buy which products and why.
This information benefits all departments in the enterprise. For example, sales and marketing can use it to intelligently develop or realign marketing campaigns and sales strategies. Users can also provide customized reports to executives who need to quickly identify and resolve business issues and who need access to important customer insights to capitalize on competitive advantages.
Key features of Envision Business Intelligence include:
Envision Business Intelligence Portal: A central location that provides instant access to real time analysis, the Envision Business Intelligence Portal™ is a Web-based client that users can personalize to ensure that they always have the relevant information they need at their fingertips.
Contact center performance: Contact center performance enables supervisors to track key metrics that can help them spot trends and identify issues that impact call center efficiency and success as they work with agents on improving customer service.
Customer experience management: Customer experience management delivers a wide-range of recording and business intelligence options that enable the capture of key customer behaviors, desires and opinions, along with the assessment tools to gain a comprehensive view of the customer experience.
Enterprise quality: Enterprise quality reaches beyond the contact center to enable organizations to capture interactions between agents and other departments. By combining that information with direct customer feedback, enterprise quality can help companies improve all internal processes that impact the customer experience and improve customer service.
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"Through the years, we have experienced first-hand that Envision's solutions offer a way to also effectively reduce costs and help us meet our primary goal of providing a positive customer experience."
Howard Mathews, senior vice president of Enterprise Technology, Washingotn Mutual Card Services
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