Blue Cross of Idaho Adds Award-Winning Envision Workforce Management.

Business Editors/High-Tech Writers

SEATTLE--(BUSINESS WIRE)--March 15, 2004

Idaho's Leading Health Insurer Using the Envision(TM) Performance

Suite to Maximize Agent Performance and Enhance Quality Monitoring

Envision Telephony, Inc., a leading provider of contact center software solutions, today announced that Blue Cross of Idaho added the award-winning Envision(TM) Workforce Management, a management application to forecast, schedule and manage agent workforce resources, into its current Envision solution, giving it the full power of the Envision Performance Suite. The Envision Performance Suite is a flexible set of management applications that improves contact center performance and agent effectiveness to maximize each customer contact. Blue Cross of Idaho chose Envision for its superior customer service, exceptional quality and scalability of its products, and with Envision's products is now achieving an increase in agent performance and customer satisfaction.

Blue Cross of Idaho uses the Envision(TM) Click2Coach solution for quality monitoring and for creating and delivering training to its agents. With the addition of Envision Workforce Management, Blue Cross of Idaho adds the critical element of predicting and scheduling the number of agents with the appropriate skills needed to provide a center's targeted service level. Envision Workforce Management also provides Blue Cross of Idaho with the unique ability to schedule agent coaching sessions during lower call volumes.

"We chose Envision for their outstanding customer service and product quality. We had amazing results with Click2Coach so it was only natural to add Envision Workforce Management. No other solution on the market offered a truly integrated, scalable and reliable approach for optimizing our workforce. We believe in the integrated approach to achieve our goals," said Teresa Reed, call center manager, Blue Cross of Idaho. "By using Envision's products, we have been able to change the way we train our employees and increase our focus on providing superior service to our customers."

"Envision is excited to be working with Blue Cross of Idaho, and we applaud their commitment to their customers," said Rodney Kuhn, Envision CEO. "Blue Cross of Idaho's adoption of this technology illustrates how the integrated Envision Performance Suite outperforms point solutions from different vendors. Only through an integrated suite will contact centers achieve maximum results in today's challenging environment, and we predict an exciting future for this technology."

With its reputation as the state's premier insurer, Blue Cross of Idaho is committed to shaping the future of health care in Idaho while working to fulfill its promise of superior customer service. Blue Cross of Idaho, faced with escalating costs, needed to do more with less. With the Envision Performance Suite, Blue Cross of Idaho found that the solution helped them consolidate quality assurance, training and reporting groups into one team. By creating this cross-functional group, Blue Cross of Idaho increased the amount of quality monitoring by 40 percent. In addition, Blue Cross of Idaho has increased customer satisfaction and agent productivity. This improvement has allowed them to absorb more membership without adding staff, which results in an overall reduction in administrative costs.

About Envision

Envision Telephony, Inc. is a leading provider of contact center software solutions that empower businesses to maximize every contact with their customers. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. The company's scalable products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision introduced the first agent desktop interface for direct delivery of information, training and coaching in 1998. Industry analysts have since recognized the company's leadership for its overall impact on improving the quality of customer interactions. Envision has offices in Seattle, Atlanta, Toronto and Amsterdam. For more information on contact center solutions, companies can call 206-621-9384, ext. 500, or visit the Web site at www.envisioninc.com.

The Envision(TM) Performance Suite, Envision(TM) Workforce Management, Envision(TM) Quality Monitoring, Envision(TM) eLearning, Envision(TM) Logging, Click2Coach and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.