Wheelhouse Score
3.99/5
Above Average
Rating
4.00/5
Above Average
Features
3.97/5
Above Average
Pricing
No Pricing Data

Customers expect more from business contact centers today, and while many business are rating their services as top-of-the-line, consumer reporting shows a sharp divide in opinion. Envision’s renowned Workforce Optimization solution steps in to close this gap by delivering transformative custo...

Overview

Customers expect more from business contact centers today, and while many business are rating their services as top-of-the-line, consumer reporting shows a sharp divide in opinion. Envision’s renowned Workforce Optimization solution steps in to close this gap by delivering transformative customer interactions through multiple channels, providing clients the tools they need to better isolate and innovate the customer experience all through a reliable, secure operating environment. Businesses that choose Envision have seen dramatic increases in key metrics of sales, productivity, and quality control without sacrificing any of the core values of accountability and professionalism that drive any good sales model.

Implementation Suited to Business Model

While many modern contact center solutions tout the merits an exclusively cloud-based platform, Envision recognizes that many client businesses thrive on unique models that may or may not be suitable for cloud implementation. Clients therefore have the freedom to choose between Cloud and On-Premise packages for Click2Coach, Envision’s proprietary software solution for transforming the consumer experience. Both packages emphasize cost-effectiveness, scalability and security with no lack of features to support and encourage improvements in agent performance.

Deliver Real Time Feedback

Existing business processes are often slow to respond to necessary agent feedback and training when the tools available to them do not provide ample notice and are supported by inefficient bureaucracies. Click2Coach drives change from the ground up by offering real-time agent analytics and performance evaluations that encourage coaching and training on-the-fly while a scenario is still fresh. Tailored training packages are available with professionally verified training scenarios that can be used by agents without stretching trainers and supervisors thin.

First-In-Class Technical Support

Envision’s trained engineers are on-hand to eliminate roadblocks and bottlenecks in service through a world-class escalation model that includes access to the Click2Coach development team to minimize turnaround time with web-based follow-up.

Packages

envision Contact Center Features

Best Value
  • Automations and AI
    • Automatic Routing
  • Omni-Channel Routing Features
    • ANI (Automatic Number Identification)
    • ACD (Automatic Call Distribution)
  • Inbound Calling Features
    • ACD (Automatic Call Distributor)
    • ANI (Automatic Number Identification)
  • Reporting and Analytics Features
    • Call Log Reports
    • Call Monitoring
    • Call Recording
    • Scoring
    • Database Administration
    • Real-Time Analytics
    • Automated Reporting
    • Voice Analytics
    • Ad Hoc Reporting
    • Geographical Reporting
    • Real-Time and Historic Reporting APIs
    • Interaction Analytics
    • Customer Satisfaction Reporting
    • Multilingual Customer Surveys
    • Customer Surveys
    • Tickets for Abandoned Calls
    • Graphical Reporting
    • Reporting Templates, Pre-Built, Ad-Hoc & Custom Reporting
    • Quality Monitoring
    • Historical Reporting
    • Real-Time Dashboards
    • OmniChannel Analytics
    • Customer Journey Reporting
    • Live Call Analytics
    • Abandoned Call Analytics
    • Reporting Export Functions
    • Email Reports
    • Latency Monitoring Dashboards
    • Coaching/Interaction Review
    • Third-Party Data Sources
    • Screen Recording
    • Campaign Monitoring
  • Integrations
    • Call Analytics
  • Workforce Optimization Features
    • CX Analytics
    • Gamification
    • Customer Relationship Management (CRM)
    • Quality Management
    • eLearning Tools
    • Collision Detection
    • Call Wrap-Up Time Limits
    • Performance Management
    • Agent Management
    • Call Presence
    • Barge, Monitor, Whisper
    • Predictive Web Engagement
    • Customized Workflows
    • Notes
    • Record & Replay
  • Contact Center Features
    • Queue Management
    • Lead Management
  • System Management Features
    • Forecasting
    • Scheduling
    • Call Scripting
    • Coaching Tools
    • Virtualization
    • Web-based Administration
    • Heads Up Display™ (HUD) Mobile App
    • Heads Up Display™ (HUD)
    • Data Backup
    • Continuous Upgrades
    • Conference Bridge
    • IP PBX
    • Centralized Administration (for Agents)
    • Load Balancing

Media

Pricing

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