Data from omnichannel interactions including phone, e-mail, web chat and social media interactions is extremely valuable in helping quickly identify patterns and trends in customer expectations and experience. But only if you have the tools to quickly analyze and take action. Our solutions do this and more to allow you to optimize operations, improve products and services, increase employee engagement and transform customer relationships.
Times have changed. Running a contact center is not just about recording what the customer is saying, but digging down and finding out what the customer is thinking.
What is the collective voice of the customer telling you about your business? How do they really feel? What communications are working? What communications are not working? How do we make them work better? There is a wealth of information to be gained from your contact center, and an abundance of strategic direction to be derived from that data. Envision delivers those type of insights, the information you need to get out in front of trends that will increase sales, decrease costs and prevent surprises.
Here are some examples of the types of data that can be captured and used to create a strategic impact on your organization:
Obviously, positive customer interactions and great customer service are still the big reasons for any contact center to exist. Envision provides the tools necessary to maximize day-to-day effectiveness of agents, their schedules and many other facets of the customer experience.
From evaluations to cross-channel reporting to workforce management to coaching, a contact center needs to operate at its most efficient level and successfully carry its weight as a positive extension of the company’s brand. We can help with that.
Here are some examples of the types of data that can be captured—from front-office or back-office agents—and used to create an operational impact on your organization:
Transformation is a basic fact of life in the business world. Every businessperson knows if you don’t change, and if you don’t adapt, you become irrelevant. Envision collects every pertinent bit of data from a contact center’s strategic and operational world, converts it into very usable information from which to implement very real action. Examples are transforming policies, procedures, workflow, attitudes, or who knows, maybe even repurposing entire companies.
Here are some examples of the types of action that can make an immediate transformational impact to your organization:
901 5th Ave, Suite 3300, Seattle, WA 98164 | 206.225.0800 | email@example.com
Make an intelligent impact in your contact center and to your business with the data from customer interactions
© 2016 Envision Telephony, Inc. All rights reserved.