Envision Telephony, Inc. offers call center agent coaching and workforce management solutions. The company provides analytics, e-learning, full-time recording, identity protection, and quality monitoring software. It offers Centricity, a web-based workforce optimization platform; Click2Coach, training, quality monitoring, and evaluation tool; and Envision Workforce Management, a web-based agent scheduling, forecasting, and staffing adherence solution. Additionally, the company provides software implementation, training, customer support, and business consulting services. Its clientele include Delta Hotels, Bank of Oklahoma, Northwest Airlines, and Lufthansa. The company has strategic partner...
901 5th Avenue
Seattle, WA 98164
Founded in 1994
Envision Telephony, Inc. Announces Major Upgrade to its Centricity Workforce Optimization Suite for Contact Center and Agent Performance
May 7 12
Envision Telephony, Inc. announced the next major upgrade of its Envision(R) Centricity Team Optimization Suite for workforce management, workforce optimization (WFO), and coaching for the contact center. Centricity adds a brand-new, tabbed UI for simple navigation and less clicks; more powerful supervisor workflow including ability to more quickly create and deliver on-line eLearning for individual and group coaching; and a new, Silverlight audio visual player that sets new industry standards for creating searches, queries and evaluations in a browser based format (including support for mobile and tablet formats). Users will also find enhancements to agent monitoring and PCI compliance, as well as improvements in speed, performance and integration. In the new Centricity, supervisors can quickly create a subscription based on the campaign and then access recordings to create targeted coaching to address issues on an agent-by-agent basis. Envision Centricity is the company's complete WFO suite to aggregate, monitor and analyze data and performance at the agent, center and enterprise levels. It is comprised of multiple applications including Envision Workforce Management(TM) for scheduling, forecasting and staffing, with applications for quality monitoring, identity protection and compliance, analytics and much more. Click2Coach(R) is the company's product for agent performance improvement, enabling companies to deliver targeted coaching with a combination of quality monitoring and eLearning. Envision backs these solutions with its Performance Assurance Review (PAR), an intense process in which Envision will work with the customer to assess and make hard, best-practice recommendations that ultimately will better align the people, process and technology within the contact center back to the customer's corporate objectives.