Workforce Management Featured Article
Ventana Research Deems Envision Hot Vendor
Envision is listed as a Hot Vendor in the new Ventana Research Value Index Report for Workforce Optimization. It moved up to the third from the seventh position in the index.
The index assesses products on such metrics as adaptability, capability, manageability, reliability, and usability.
Envision offers workforce optimization software. The software can be delivered from the cloud or deployed on premises.
Envision’s Click2Coach Cloud is among Envision’s offerings. As the name suggests, it’s a cloud-based solution. It captures application workflow, CTI (News - Alert), desktop data, and phone interactions. It also features speech analytics. And all that allows for improved contact center coaching, provides a history of customer interactions, and can provide insights into operations and trends.
The company says that the ability to deploy this solution in a cloud model saves businesses up to $100,000 of startup costs and weeks of installation. That’s because, as Envision says, it bypasses the need for expensive hardware and product licenses to integrate into legacy phone systems.
Total cost of ownership for customer assurance was among the areas in which Ventana Research recognized Envision as a top three supplier in its recent index.
Rodney Kuhn founded Envision in 1994. He is also chairman of the company, and Kuhn served as CEO of Envision as well until November 2012 when Ron Strandin rejoined the company and became CEO to move the company’s sales and marketing efforts forward.
In a recent blog, Kuhn talked about how contact center coaching should focus on the positive and how to improve efforts in the future as opposed to critical and talking a lot about what happened in the past. Offering agents the ability to assess their own performance and how to improve it can also be an effective approach, he added.
Edited by Mandi Nowitz