SEATTLE--(BUSINESS WIRE)--Aug. 7, 2003--Envision
Telephony (Company
Profile, Past
Stories, Case
Studies), Inc.,
a leading developer of contact center software solutions,
today
announced that Southwest Airlines (NYSE:LUV) has selected
Click2Coach(R) to empower their customer service agents to
deliver
superior service. With ClickCoach, an integrated solution
that
includes quality monitoring, training and motivation tools,
Southwest
Airlines is able to provide their customer service agents
with
real-time feedback, training and coaching at the desktop,
giving them
an opportunity to improve performance and ensure consistent,
quality
care in every customer interaction.
Southwest Airlines is known for its dedication to the
quality of
customer service, which has earned them the airline
industry's best
cumulative consumer satisfaction record, according to
statistics
accumulated and published by the U.S. Department of
Transportation. As
a company that is committed to people, Southwest Airlines
recognizes
the impact that its employees have on their ability to
deliver
top-quality service and achieve business success. The
company wanted a
solution that would empower agents to improve their skills
and ensure
the continued success of every customer contact. Southwest
Airlines
selected Envision's Click2Coach because of its focus on the
agent and
its ability to provide measurable results.
"Envision's Click2Coach solution focuses on the one
person who has
the most influence on customer satisfaction -- the agent,"
said Rodney
Kuhn, CEO of Envision Telephony. "We share Southwest
Airlines'
commitment to people and look forward to providing them with
the
solutions that help their agents continually improve their
skills and
delight customers for years to come."
About Southwest Airlines
Southwest Airlines, now the nation's fourth largest
carrier in
terms of customer boardings, serves 59 airports in 58 cities
in 30
states. The airline currently has more than 35,000 employees
and
operates nearly 2,800 flights a day. For more information,
visit the
Web site at www.southwest.com.
About Envision Telephony
Envision Telephony, Inc. is a leading provider of
contact center
software solutions that empower businesses to maximize every
contact
with their customers. Since its founding in 1994, Envision
has focused
on improving the effectiveness and performance of contact
center
agents. The company's patented solutions offer integrated
quality
monitoring, performance evaluation and eLearning, providing
easy-to-use tools for scheduling and recording customer
interactions,
evaluating agent skills and producing personalized training
content.
Envision introduced the first agent desktop interface for
direct
delivery of information, training and coaching in 1998.
Industry
analysts have since recognized the company's leadership for
its
overall impact on improving the quality of customer
interactions.
Envision Telephony has offices in Seattle, Atlanta, Toronto
and
Amsterdam. The company's scalable products are used by some
of the
world's most customer-focused companies in a variety of
industries,
including financial, utilities, telecommunications, software
and
insurance. Visit Envision Telephony on the Web at
www.envisiontelephony.com.
Click2Coach is a registered trademark and Envision
Telephony and
the Envision Telephony logo are trademarks of Envision
Telephony, Inc.
All other trademarks belong to their respective owners.
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