Call Center Software | Call Center Software Products: Envision Centricity

Deliver Customer Experience without Compromise
Envision Centricity™ unifies Envision’s core workforce optimization (WFO) solutions under one robust, thin-client, Web-based platform, providing flexible, user-defined dashboards for monitoring, managing and analyzing data in a single, easy-to-use console. Envision Centricity significantly expands performance management capabilities by capturing, aggregating and displaying valuable information at the agent, center and enterprise levels.

Team, Center & Business Trending and Performance Management
Gather and aggregate information for proactive, predictive and preventive contact center and enterprise decision-making. With Envision Centricity, you can easily align key performance indicators of your contact center with those of your organization by providing flexible, personalized and analytics-driven dashboards that “right-size” the amount and types of customer interaction data being captured and displayed. Increase goal visibility and boost shared accountability by identifying and immediately reacting to trends that impact the contact center or other parts of your business.

Powerful Analytics and Consolidated Dashboard
Envision Centricity dashboards allow users to include items of importance rather than adapt to a one-size-fits-all, dictated view. Users can personalize and arrange items in a format that best suites their individual needs and optimizes personal efficiency. Real-time capture of agent interactions allows users to identify skill gaps and trends and deliver timely information that leads to insight and profitable action.

Flexible, Versatile and Personalized Reporting
Envision Analytics allows for easier creation of custom reports and templates. You decide whether to allow users to browse the reports and whether to use only dashboard versions that have no drill-through or use the full-size reports that support drill-down and drill-through. Using Envision Analytics email subscriptions, customers can automate the process of delivering reports and reports can be configured for delivery to non-Envision users and outside third parties.