CHICAGO--Aug. 25, 2003--Envision Telephony (Company
Profile, Past
Stories, Case
Studies), Inc., a leading
provider of contact center software solutions, today introduced its
new workforce management product.
Envision(TM) Workforce Management optimizes the utilization of the
agent workforce and provides a solid foundation for the most effective
customer contacts. Envision Workforce Management integrates with
Envision(TM) Quality Monitoring (formerly Click2Coach (R)Supervisor)
and Envision(TM) eLearning (formerly Click2Coach(R) Trainer) to form
the industry's first integrated workforce optimization suite,
Envision(TM) Performance Suite, also announced today.
Envision Workforce Management was developed to integrate with
Envision's other software solutions and to provide an extremely easy
interface enabling users to take advantage of the full functionality
of the solution upon implementation.
"Envision is the first quality monitoring vendor to build a
workforce management solution," said David Spindel, Managing Analyst
at Datamonitor. "Envision has already brought a successful integrated
offering to market with its popular Click2Coach coaching solution. The
introduction of a suite of workforce optimization solutions built on a
single platform was inevitable and clearly, Envision is taking the
lead in providing users with a truly integrated out-of-the-box
solution."
Envision Workforce Management enhances agent performance by
enabling contact centers to plan staffing requirements to meet
customer demand in multiple channels. Features include: forecasting,
optimized scheduling, intra-day management tools, scheduled coaching
sessions, multi-site management, multi-skill blending, weighted
traffic models, and what-if analysis. Agent schedules are published on
the Envision Agent Desktop.
Chantelle Jeanneret, Client Contact Center Manager at SanMar
Corporation, a beta customer said, "We have used Envision's quality
monitoring product for many years and have high expectations for the
new workforce management solution. We are expecting more efficient
operations in our center because of the Envision Workforce Management
software. We will now be able to staff to an appropriate level within
each 15-minute increment, with minimal over- and under-staffing. The
product will also be a big help in planning for hiring additional
staff."
"Envision has always developed products based on customer needs,"
said Rodney Kuhn, CEO of Envision. "We specifically set out to design
a usable, yet powerful, workforce management solution, based on our
customers' comments about other products that were extremely difficult
to use. Adding Envision Workforce Management to our existing product
line is consistent with our long-term focus on agent performance. We
are pleased that Envision is ahead of the curve in providing the
industry a totally integrated suite of software solutions that
seamlessly combines quality monitoring, eLearning, scheduling and
reporting."
Integrated within the Envision Performance Suite, Envision
Workforce Management offers much more than other workforce management
products by providing integrated scheduled coaching sessions,
centralized administration and reporting, one schedule for both
workforce management and quality monitoring, and integrated delivery
to the agent desktop.
The Envision(TM) Performance Suite is a powerful set of management
applications that optimize customer contacts, agent performance and
contact center resources. The integrated suite includes: Envision(TM)
Workforce Management, Envision(TM) Quality Monitoring (formerly
Click2Coach(R) Supervisor) and Envision(TM) eLearning (formerly
Click2Coach Trainer) and debuted as the industry's first integrated
workforce optimization suite. The suite is built on the Envision
platform for maximum interoperability and delivers integrated content
to the browser-based Envision Agent Desktop.
About Envision
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 to create measurable value for the enterprise. 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.
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 has offices in Seattle, Atlanta, Toronto and Amsterdam. For
more information on contact center solutions, companies can call
206.621.9384, ext. 500, or visit the Web site at www.envisioninc.com.
Envision(TM) Performance Suite, Envision(TM) Workforce Management,
Envision(TM) Quality Monitoring, Envision(TM) eLearning and
Envision(TM) Logging, and the Envision logo are trademarks of Envision
Telephony, Inc. All other trademarks belong to their respective
owners.
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