Envision | Services

Step 1 | Step 2 | Step 3 | Step 4

We want to get to know you. We want to know you and your contact center inside and out, then work with you to create custom solutions that will help you reach your specific business goals. And, once you have Envision installed, you can be assured that the partnership will continue with ongoing trainings, 24 hour support and even a direct line to an Envision executive. We’re in this together.

Step 1: Getting to Know You, Customer Interaction Assessment

Surprises are generally considered a pleasant thing, but usually not when they happen during the installation of a mission-critical piece of software. Before we can recommend the right solution for your contact center, we get to know your call center structure and objectives, business goals and project success metrics. We start with an initial evaluation of your physical, environmental and business needs, a Customer Interaction Assessment (CIA). Through on-site interviews with key personnel, we work to define measurement metrics and provide a collaborative review and validation of findings in order to ensure every customer achieves the greatest value from our contact center software solutions.  We provide a customized training plan and schedule, a predictable launch plan and a roadmap that details how the people, process and technology are integrated. 



When you work with Envision, you have the full support of a global, dedicated team of experienced technical, training and support professionals and consultants who have the knowledge, skills and solutions needed to quickly analyze and address your organization’s unique business needs.

Step 2: Putting Envision to Work, Implementation and Training

Personalized implementation and training: Through a proven, systematic configuration, installation and testing process Envision ensures that your contact center software implementation is seamless and successful. As part of our commitment to helping your employees take full advantage of the power of Envision technology as quickly as possible, we offer a comprehensive range of proven, role-based customized training programs for your contact center. 



Ongoing Optimization: A leader in helping companies deliver world-class customer service, Envision also delivers unmatched product support on our contact center software solutions. We offer a range of support plans and solutions that have earned the highest customer satisfaction ratings in the industry. Ongoing Optimization resources include our innovative Executive Connect Program, as well as scheduled account reviews, customer support tools and events, and easily accessible account resources such as strategic account managers, customer advocate managers and customer support managers. 



Business consulting: Envision consultants are available to offer customized business consulting to solve your specific business issues and to help you evaluate and maximize call center efficiency and improve customer service and overall enterprise performance. Improve your quality programs and customer relationships through call center and enterprise best practices.

Professional Services And Implementation

Envision offers a predictable, sequential call center software implementation process that has been honed over the years to deliver measurable results for successful call centers. We follow that with proven training programs and advanced call center software solutions that enable your employees to take full advantage of the power of Envision technology as quickly as possible.

Call Center Software Implementation

Envision’s systematic call center software implementation process typically lasts six to eight weeks and is designed to ensure that your call center software solutions are configured to meet your company’s exact business requirements. From data gathering to solution design, project management, installation and testing, Envision professionals will assess your situation, create appropriate designs, ensure technical stability and manage the process through to completion.

The six-step process includes:

Technical data gathering: We gather key information about your contact center and existing IT environment.

Solution design: With our call center software, we create a solution designed to meet your specific business needs and environment.

Implementation planning: Envision project managers use proven tools including detailed site preparation checklists, comprehensive project plans and acceptance reports, while guiding the deployment team through every step of the process.

Integration and system testing: Our professional service engineers handle technical details and system validation from server staging to testing in your contact center to ensure that your call center software solution can be fully utilized immediately upon deployment.

Training: On-site, instructor-led training is the key to making sure everyone in your organization can take full advantage of Envision features from day one.

Ongoing support: To make sure you know who to contact with product questions or feedback, we conduct a formal transition from the implementation team to the Envision support team for ongoing call center software solutions.

Step 3: Ongoing Optimization, Continued Support

To ensure that your contact center quickly receives maximum value from Envision’s call center software solutions and achieves the highest possible return on investment across the entire solution lifecycle, we offer a series of expert call center training programs. Following installation, our training professionals come to your offices to conduct instructor-led courses. Web-based training is also available post-implementation for ongoing instruction in utilizing call center software solutions.

On-site training: These instructor-led classes use training guides and hands-on exercises to ensure your team has the knowledge they need to become productive quickly. As an Envision customer during the implementation process, you receive up to 20 hours of instructor-led training to maximize your use of Envision call center software solutions. During each session, a training specialist will help you customize your solution to meet your unique business needs. 



Ongoing training: At Envision, we recognize that our customers’ training requirements may vary and change over time. Envision is pleased to offer continuous training after you’ve completed Envision’s initial training provided during your call center software implementation. 



Post-Implementation training: Envision’s Enhanced Support package includes instructor-led or Web-based courses. A training specialist will contact you 30 to 40 days after our initial on-site training is complete to answer any questions your contact center may have about Envision’s call center software solutions. If you require further training on a specific topic, Envision can provide you with a recommended training plan. The goal of additional training is to revisit specific topics addressed in the initial training and to ensure that the enhancements made continue to meet your business needs.

Yearly two-day site visit: With Envision’s Enhanced or Enhanced Plus support package you can schedule a visit from a professional services engineer or a trainer. If you select a two-day site visit for training, you are provided with the following:

• A training specialist who will work with a member of your staff to define your training needs
• A training plan based on the call center software implementation course offerings
• Two days of call center software solution training based on your specific needs
• Opportunity for on-site consulting to help you maximize your investment in Envision technology.

To take advantage of a two-day site visit or to request additional training please contact your regional sales manager or send e-mail to training@envisioninc.com. Travel and expenses are not covered under these support plans.

If your organization does not have an Enhanced or Enhanced Plus Maintenance Support plan, training is still available at the same rate as implementation training plus travel and expenses.

Customer Intimacy Web Training Series: Customer Intimacy Web Training Series: Envision offers Web-based advanced learning opportunities for Envision customers who have completed on-site implementation training. These interactive events are designed to advance your call center’s knowledge and optimize your use of Envision's call center software by helping your organization become more efficient and effective. We invite our customers to take advantage of these learning opportunities to master their ability to use all of our products. To find out more about upcoming classes, please contact us.

Call Center Software: Customer Support

Work with our team to understand your call center software solutions.

At Envision, we stand behind the enterprise-class call center software solutions we sell by partnering our customers with our world-class technical support team.



We start with a customer support team comprised of highly trained engineers. From there, we offer a three-tiered escalation model, including technical support from our call center software development team, to ensure that your issue will be resolved in the shortest amount of time. 



As an added convenience, our Web-enabled service allows you to enter support cases in your own words directly into our database. As your case is updated, you will automatically be notified and can return to your support Web page to review the resolution or add new comments. 



As we continue to enhance our call center software product suite, you will have instant access to upgrades and service packs. As your needs evolve, our customer support team will work with you to upgrade to the newest versions of our products as quickly as possible. 



Envision is dedicated to constantly improving our customer service to that you receive the best care. We use our own call center software solutions in-house to help us build and maintain a world-class team using the best industry practices.

Support Plan Options

Enhanced support: This plan includes a two day site visit by a Professional Services team member; flexible, unlimited access to our support professionals via Internet and e-mail; service packs and hot fixes for your current version of Envision call center software; and access to Customer Central. 



Enhanced Plus support: This plan includes everything listed in the Enhanced Support plan plus 24-hour a day, seven-day-a-week support anywhere in the world.

Call Center Software: Envision Business Consulting

Improving customer service and quality programs on a one-to-one basis.

Envision Business Consulting™ offers a wide-range of pre-designed sessions that will provide your call center with the knowledge and tools needed to help you evaluate and improve your quality programs, benchmark your coaching efforts and assess the way you utilize the voice of the customer to improve your contact center and enterprise performance. Envision also provides customized business consulting sessions to solve specific business issues that are not covered in our standard offerings.

Every Envision business consultant has more than 20 years of practical operations experience and has worked with a wide range of world-class companies to improve quality programs and customer satisfaction through contact center and enterprise best practices.

Envision’s Business Consulting includes:

Quality program review and redesign: This session is designed to provide organizations with a full review of an existing quality program or can be tailored for those seeking to design a new one. An Envision consultant will work with your project team to provide an objective assessment of your program’s effectiveness, recommendations for improvement and a written plan for achieving greater quality program success.

Creating effective evaluation forms: Are you evaluating the right skills? Do you have the right people conducting evaluations? Are your forms aligned with departmental and company goals? This session helps you answer these questions with confidence. Our Envision consultants will share best practices and proven methodologies for creating effective evaluation forms that drive improved call center agent performance.

Performance coaching: Companies invest a great deal in coaching their front-line staff, but the real key to success lies in the skill and knowledge of the people doing the coaching. Our Envision consultants will lead your coaching team through individual self-evaluations and provide best practice training that holds the key to unlocking the performance potential of your front-line staff.

Detailed information about Envision’s Business Consulting including specific deliverables, timelines and price, is available by calling 206.225.0800, ext. 257 or by sending an e-mail to businessconsulting@envisioninc.com.

Step 4: Envision’s Customer "Bat Phone,” Executive Direct Program

What is Executive Direct?
The Executive Direct program basically represents our customer “Bat Phone,” available through a variety of convenient means to quickly engage with our executive management team. Just as Commissioner Gordon’s bright red phone was used to reach the dynamic duo when there was trouble in Gotham, every Envision customer has direct and easy access to Envision’s executive management team, as and when they need it.

With Envision Executive Direct, our customers receive:
1. Immediate access to the Envision executive management team
2. Flexible and convenient methods for initiating dialogue as needed
3. Unfiltered, uncensored and direct avenues of communication
4. Predictable and guaranteed response and handling from Envision executives

If at any time customers believe their issues, questions or needs are not being adequately addressed through their primary contacts, Executive Direct provides an immediate and flexible escalation option. Fortunately its far more common use has been as a simple way for customers to acknowledge the great efforts of the Envision team they work with regularly... a practice we don’t mind at all.

How it Works
We understand the need at times to go straight to the top. With Executive Direct, we make it easy for customers to do just that. The guarantee is as simple as the program – use every one of the prescribed methods for submitting an inquiry (including phone,
email or Web) and receive a direct response from an appropriate member of the executive management team within 48 business hours of your request…period.

Easy contact methods: phone/email/web
Use the phone… 206-225-0817
Send an email… execdirect@envisioninc.com
Submit online…  www.envisioninc.com/executive-direct
 

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