Envision Analytics™, a Web-based dashboard and core component of the Envision Centricity™ workforce optimization platform, consolidates information from across the contact center and enterprise to give complete visibility to team, center and organizational performance. The dashboard combines disparate data sources into a single, comprehensive view, which offers superior strategic and tactical level insight into performance.
With Envision Analytics:
- Gain real-time insight and take action to optimize performance
- Improve first-call resolution by rapidly identifying service and quality issues
- Drill down into agent-customer interactions to gain “voice of the customer” intelligence
- Reduce costs and improve productivity with a consolidated dashboard
- Increase revenue by identifying new cross-sell, up-sell and training opportunities
- Measure, benchmark and calibrate call center performance using key performance indicators and customized scorecards
- Identify top performers and underachievers within the call center
Effective Call Center Analysis Improves Decision Making
Envision Analytics is a powerful diagnostic solution that allows customers to identify patterns, trends and relationships in customer and contact center data. Quickly and easily correlate performance with customer satisfaction scores to identify areas for improvement and segment recordings for a cradle-to-grave view and analysis of the customer experience - from initial agent contact to back-office transfers.
Better insight enables better educated adjustments to processes and the implementation of new training programs to improve customers’ experience. Move from silo-based analysis required with disparate systems to a holistic view of performance. Easily correlate, compare and contrast ACD, CTI, CRM, sales, marketing and other contact center data to measure key business drivers and improve performance. Envision Analytics provides the strategic and operational intelligence needed to make better decisions, faster.
Integrates Seamlessly With Envision™ SpeechMiner®
Envision Analytics also allows search and analysis of unstructured data collected in recorded customer conversations. From the dashboard:
- Drill down into specific customer conversations to understand the underlying causes of poor service
- Identify new cross-sell and up-sell opportunities
- Refine sales and marketing programs to better meet customer needs
- Quickly transform unstructured customer conversations into the intelligence required to improve performance of agents, groups and the enterprise.
The solution’s Web-based dashboard makes it easy to share the "emotion" of customers by describing their expectations in their own words.
