Company Overview of Envision Telephony, Inc.
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
Key Executives for Envision Telephony, Inc.
Vice President of Operations and Service
Director of Product Management
Executive Sales Director of Western Region
Compensation as of Fiscal Year 2013.
Envision Telephony, Inc. Key Developments
Envision Introduces Click2Coach Cloud, a Cloud-Based, Downloadable Application
Jan 23 14
Envision introduced Click2Coach Cloud, a cloud-based, downloadable application that delivers enterprise-class functionality to contact centers of any size in under an hour, which eliminates the $50-$100,000 startup costs that often prevents adoption. Click2Coach Cloud is a complete recording, evaluation, coaching and agent analytics application that enables contact centers to capture phone, CTI, application workflow and desktop data. The software transforms customer experiences into long-lasting, profitable relationships by collecting the right data from customer interactions to provide insight into operations and trends. This enables businesses to take action for improvement throughout the organization. Additionally, the ability to deploy this solution in a browser-based application saves businesses up to $100,000 of startup costs and weeks of installation because it bypasses the need for expensive hardware and product licenses to integrate into legacy phone systems. Key new features of Click2Coach Cloud include:Revolutionary desktop client that automatically records customer experience data from phone interactions, e-mail conversations, social media posts or chat sessions directly from the desktop; Intuitive, web interface with built in dashboards and agent and customer analytics reports enable quick and easy management and assessment of agents, as well as critical voice of the customer information, regardless of location; Elimination of servers, CTI and switch licenses as well as ongoing maintenance costs removes up to $100,000 in costs associated with adoption legacy contact center systems by utilizing a cloud-based SaaS model for deployment and updates.
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.
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