Call Center Software Products: Envision Performance Suite
Improving customer service through integrated call center software solutions.
The Envision Performance Suite™ maximizes call center efficiency and effectiveness through the seamless integration of Envision’s core call center software applications, including quality monitoring, e-learning, workforce management and analytics.
The Envision Performance Suite is delivered within a robust Web-based platform called Envision Centricity™, providing a fully integrated set of management tools that improve agent effectiveness and call center and enterprise performance through workforce optimization.
Key features of the Envision Performance Suite include:
Common agent portal: Deliver all call center training, coaching and scheduling information to agents in one central location, while providing the ability for agents to respond to supervisors. The common agent portal also offers on-demand recording capabilities for self-evaluation or discussion with supervisors.
Right-time coaching: Send coaching content, schedules and other information to call center agents exactly when it is needed.
Single agent schedule: Provide a single schedule for all quality monitoring, e-learning and workforce management activities, with automated adjustments as an agent’s skill level changes.
Integrated reporting: Take advantage of powerful Web-based reporting software that provides a centralized management tool accessible through a single interface. Reports provide drill down capabilities for root-cause analysis and can be exported to a wide range of formats, including PDF, Excel and HTML.
Common administration: Envision Performance Suite’s single-server solution minimizes hardware costs, reduces training costs and lowers maintenance costs through built-in integration of data and functionality.
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"With Click2Coach, our agents have reduced their call handling time by 17 percent, to just under two minutes, while simultaneously improving the customer interaction. Both of these accomplishments result directly from coaching and show that you can improve quality and efficiency at the same time."
Charlie Moore, customer service director, Borders Group
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