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Envision Achieves Another Banner Year of Helping Customer-Focused Companies Develop Superior Contact Center AgentsBusinesses Dedicated to Customer Retention Turn to Envision Telephony Agent Coaching Solutions to Help Build Customer LoyaltySEATTLE - October 22, 2001 - Envision Telephony, Inc., a leading developer of contact center solutions, today announced it has now licensed its award-winning Click2Coach™ software to more than 65,000 users, entering new global markets and playing a crucial role in improving contact center service levels in major businesses around the world. Click2Coach, a comprehensive software solution that provides quality monitoring, training and motivation tools for coaching contact center agents, has been widely embraced by companies that understand the important role of their contact center agents for building and retaining a loyal customer base. Envision Telephony is also experiencing solid growth financially - reporting its twelfth quarter of profitability despite the economic downturn. Recently, Envision was named as one of the nation’s fastest growing, private companies by Inc magazine, ranking #85 in its first year of eligibility on the prestigious Inc 500 list. The rankings are based on revenue growth from 1996 to 2000 in which the company achieved a 2,591 percent growth in sales. The company’s momentum coincides with the market’s growing recognition of customer- facing agents as key contributors to successful customer relationship management (CRM) strategies. Today’s contact center is a complex and dynamic environment that changes regularly to accommodate increasing customer demands, changing technologies and aggressive business goals. Because contact centers are increasingly visible within the enterprise, operations executives search for best-in-class solutions with prompt payback. Major Businesses Use Envision Telephony Products to Maximize Customer Interactions Envision Telephony is helping companies in the financial, utilities, telecommunications, software and insurance industries, among others, to better service their customers and get a rapid return on their investment. Companies such as Cable & Wireless, Nordstrom and Wells Fargo Bank have been using Envision Telephony products for years. New users include America Online, Getty Images and Borders Group. A select list of service-oriented companies that have also chosen Envision Telephony products as part of their overall contact center strategy are listed below: --Bank of Oklahoma· --Banner Life --CitiGroup --Conseco Direct --First Union --Holland America --Lincoln Financial Group --Metrocall --Medic Alert --Philips Oral Care --Potomac Electric Power Company (Pepco) --SkyTel --Time Warner Cable --Vision Service Plan The majority of Envision Telephony’s customers have experienced improved agent performance and higher customer service levels. Many have seen significant boosts in sales and considerable decreases in the cost of training. In addition, JD Powers and Associates, a global marketing information services firm, ranked one customer as among the top three electricity providers in the east region for customer satisfaction in the last two years. Envision’s Click2Coach solution focuses on the one person who has the most influence on customer satisfaction - the agent. Successful contact centers provide agents with regular feedback, ongoing training and the tools for advancement, and in turn, produce motivated agents that strive to achieve business goals. Corporate Customers Praise Envision Telephony Many customers of Envision Telephony have praised the company and the results they have achieved by using the company’s products. “The Click2Coach system has allowed our collections areas to optimize agent effectiveness and achieve significant increases in production,” said Jeffrey Phillips, assistant vice president of consumer credit collections at First Union. “It has given our leadership a boost in coaching their employees, providing a full picture of activity for improving employee development.” “It is imperative we have 100% accuracy in the recording and handling of all customer interactions,” stated Norm Forgey, information technology director at Lincoln Financial Group. “Click2Coach has provided us with the flexibility to monitor quality, insuring world class service, with significant time and cost savings in dealing with customer issues. With Click2Coach, we can retrieve recordings while the customer is on the phone and resolve questions immediately. Click2Coach is a business solution, not just a technology solution.” Click2Coach Garners Several Awards This Year Envision Telephony’s Click2Coach has not only been recognized by users for its overall impact on improving the quality of customer interactions, but also by industry analysts and key market players as a best-of-breed solution. Envision’s Click2Coach earned many awards this year including the following: --“Gold Award Winner” in the User’s Choice Awards, Customer Support Management Magazine and Realmarket Research (August 2001) --“Product of the Year” in the Agent Training/Evaluation software category, Customer Interaction Solutions Magazine (January 2001) --“Product of the Year” in the Logging and Monitoring category, Communications Solutions Magazine (January 2001) --“Best of Show” in the Agent Monitoring Solution category, 2001 Call Center and CRM Solutions Conference (January 2001) --“Call Center Best of Show” from Customer Support Management Magazine, 2001 Call Center and CRM Solutions Conference (January 2001) “It has been an exciting year for our company,” said Rodney Kuhn, founder and CEO of Envision Telephony. “We have had a number of significant wins, demonstrating that our commitment to delivering the best contact center solutions and return on investment is being recognized. Today’s successful businesses are reducing costs while meeting the changing needs of their customers. They are investing in their contact centers where the effectiveness of their agents is critical. It is extremely gratifying to see the market realize the value contact centers provide in influencing customer relationships and impacting the bottom line.” Click2Coach Certified on Major PBX and ACD Platforms Click2Coach is certified for integration with all the major PBX and ACD platform providers and version 6.0 has recently achieved certification for Aspect, Siemens, Intecom and EC Rockwell. Providing these validated integrations allows customers to benefit from the most scalable and complete contact center solutions in the market today. For more information on Click2Coach, companies can call 206.621.9384, ext. 500, or visit the Web site at www.envisiontelephony.com. About Envision Telephony Envision Telephony, Inc., a privately held company based in Seattle, develops software solutions for customer contact centers, focusing on the critical need for ensuring successful customer interactions. The company offers Click2CoachTM, a complete solution for developing effective, well-trained agents using evaluation, training and motivational tools. Envision Telephony products are used by some of the world's most customer-focused companies, including First Union, Holland America, Nordstrom and Getty Images. Visit Envision Telephony on the Web at www.envisiontelephony.com. Envision Telephony and Click2Coach are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners. Editorial Contact: Carolyn Freeborn Envision Telephony, Inc. 206-621-9384, ext. 137 carolynf@envisiontelephony.com top of page |
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