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envision - Contact Center

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  • Company Size:SML
  • Features:
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Details

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.

Features

Deployment
  • Cloud-hosted
  • On Premise
Features
  • API Available
  • Predictive Dialer
  • Multiple Language
  • Social Channel
  • Skill-based Routing
  • Speech and Text Analytics
Pricing Model
  • Monthly subscription per user
  • Yearly subscription per user
  • Metered per minute
  • Monthly site license
  • Yearly site license
  • Flat fee
  • Monthly subscription
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Target Company Size
  • Startup
  • Small-to-Medium Business
  • Enterprise
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
  • Account Manager
Mobile Apps Offered
  • None
  • iOS
  • Android
Service Level Agreement
  • Yes
  • No
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Deployment
  • Hosted/Cloud
  • On-Premise
  • Mobile
Reporting Features
  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Skill based routing
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
Outbound Calling Features
  • Auto dialer
  • Call list imports
  • Campaign Management
  • Outbound IVR
  • Multichannel communications
  • Multiple Initiative Management
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Up time assurance
Security/Compliance Features
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SSAE SOC 2 Type II Certified
  • TCPA
  • PCI
  • ISO/IEC 27001 Compliance
  • National DNC Compliance

Pricing

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