Envision Telephony integrates products into performance suite.Envision Telephony, Inc., a provider of contact center software solutions, has announced that it has introduced Envision Performance Suite, its new set of workforce optimization optimization Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. applications designed to optimize optimize - optimisation customer contacts, agent effectiveness and contact center resources. The integrated suite of products includes Envision Workforce Management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. , which forecasts, schedules and manages agent workforce resources; Envision Quality Monitoring (formerly lick lick 1. a stroke with the tongue, normally used in cleaning the coat or ingesting a substance from a flat surface. See also licking. 2. a mixture of salt plus other macro-elements, especially phosphorus, trace elements, vitamins and other feed additives, fed loosely in a box 2Coach Supervisor), to monitor, evaluate and coach agents at their desks; and Envision eLearning (formerly Click2Coach Trainer), which creates, manages and delivers e-learning to agent desktops. The new Envision Performance Suite is the natural evolution of the company's strategy for delivering agent technologies. The evolution began in 2000, when Envision integrated Quality Monitoring with eLearning to introduce its integrated coaching solution, Click2Coach. Now, Envision has expanded agent-coaching tools to create an integrated workforce optimization product suite. Although fully integrated to work seamlessly together, each Envision product is also a stand-alone solution for those companies with specific needs. Envision Quality Monitoring allows supervisors to provide advanced feedback with multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple recording, online evaluations and desktop delivery. The monitoring interface enables supervisors to set schedules based on skill level, customer I.D. or business rules. Envision eLearning provides desktop training with a proprietary Learning Management System (LMS (Learning Management System) An information system that administers instructor-led and e-learning courses and keeps track of student progress. Used internally by large enterprises for their employees, an LMS can be used to monitor the effectiveness of the ) that includes an authoring tool for the creation of training videos on virtually any topic that can be viewed on screen. Envision eLearning integrates with other types of training, in-house CBT (Computer-Based Training) Using the computer for training and instruction. CBT programs are called "courseware" and provide interactive training sessions for all disciplines. and third-party training applications that can be delivered to the agent desktop at the appropriate time. Envision Workforce Management helps managers forecast, schedule and manage their agent workforce to provide the ideal level of service to their customers. The agent-focused solution delivers agent schedules to the agent desktop and schedules coaching sessions for ongoing training and feedback. Other features include multiskill blending, "what-if" analysis and algorithms that allow for the correct balance between agent preferences and business needs. www.envisiontelephony.com |
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