Call Center Software Products: Envision Performance Suite
Improving customer service through integrated call center software solutions.
The Envision Performance Suite™ maximizes call center efficiency and effectiveness through the seamless integration of Envision’s core call center software applications: recording, eLearning, workforce management and business intelligence.
These call center software solutions provide a fully integrated set of management tools on a unified platform to improve agent effectiveness, call center and enterprise performance through workforce optimization.
Key features of the Envision Performance Suite include:
Common agent portal: Deliver all call center training, coaching and scheduling information to agents in one central location, while providing the ability for agents to respond to supervisors. The common agent portal also offers on-demand recording capabilities for self-evaluation or discussion with supervisors.
Right-time coaching: Send coaching content, schedules and other information to call center agents exactly when it is needed.
Single agent schedule: Provide a single schedule for all quality monitoring, eLearning and workforce management activities. This call center software automatically adjusts monitoring as an agent’s skill level changes.
Integrated reporting: Take advantage of powerful Web-based reporting software that provides a centralized management tool accessible through a single interface. Reports provide drill down capabilities for root-cause analysis and can be exported to a wide range of formats, including PDF, Excel and HTML.
Common administration: Envision Performance Suite’s single-server solution minimizes hardware costs, reduces training costs and lowers maintenance costs through built-in integration of data and functionality.
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"With Click2Coach, we quadrupled the number of evaluations per agent in the first month improving agent effectiveness and improving customer satisfaction."
Sandy Bailey, senior coordinator of customer service, Petro-Canada
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