Envision Workforce Optimization

Developed by EnvisionUpdated 08/23/18Version 12

Data and Speech Driven Quality Monitoring for Increased Agent Performance & Engagement and Improved Customer Experience

Envision delivers award winning workforce optimization solutions including data and speech driven quality monitoring to ensure an engaged and effective agent workforce. Our flexible yet secure cloud solution integrates directly with the Talkdesk Call Center Platform and includes options for voice and screen interaction recording, speech analytics, quality & coaching, eLearning, performance management, compliance recording and Workforce Management.

A simple modular approach means you can start with Click2Coach for Quality Monitoring and Coaching then easily add features based on business needs and budget. Easy to use, easy to deploy, at a low cost and overall TCO.

Enterprise-Class Workforce Optimization

All the benefits of WFO without the high costs of implementation, upgrades and hardware. A multi-tenant secure cloud application including recorded voice/screen interactions, data & speech analytics, coaching, eLearning, gamification and agent tools.

Click2Coach with Voice and Screen Capture

Record voice and agent screens. Customizable evaluation forms to score interactions & identify areas for improvement. Drive a consistent, fair QM process to ensure agents are effective, engaged; decrease attrition while improving customer experience.

Single application for Coaching and eLearning

Improve agent performance with coaching and eLearning. Create custom eLearning and best practice clips using actual interactions; deliver them directly to the agent’s desks. Send eLearning during slow times; coach your agents for free!

Speech and Data Analytics

Be alerted to trends in the contact center and with agents. Compare quality vs. productivity. Use data to find high value interactions for quality review and analytics. Use data inside the contact center and within the Enterprise.

PCI and HIPPA Compliance

Adhere to PCI compliance and HIPPA mandates to not record sensitive data by pausing both voice and screen recording. Avoid fines and potential breach of trust with customers by not collecting this information nor storing it within your interactions.

Workforce Management

Staff your contact center to deliver the right service levels at the right costs. Forecast needed resources with the appropriate skills, create a schedule that is cost efficient, monitor adherence and make intraday schedule adjustments.