Capture and Tag
Record and tag all interactions
Use Envision's interaction recording you can record 100% of your back office transactions and tag those with data from applications used in the back office. Using Envision's products, you're able to record back office agent screens either on a scheduled basis or with discreet start and stop events. Once recorded, you can automatically score those back office transactions to see where appropriate workflow wasn't followed, data entry completed, etc. Envision Analytics can further be used to identify trending in claims processing handle time, Envision Quality Monitoring to evaluate back office work against KPIs you setup, and provide feedback to back office agents to coach and motivate.
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