Envision Workforce Optimization
Improve customer experience with AI driven insights to improve agent effectiveness, engagement and retention.
Envision’s flexible and secure WFO suite integrates natively with Five9 ADT+ to improve customer experience, agent engagement and retention. AI insight into voice and screen interaction recordings, including data and speech analytics, allows you to monitor compliance and quality then use Envision’s coaching tools to improve agent effectiveness. LiveView provides the ability for agents to request help during interactions, for supervisors to view agent screens live and chat online.
Enterprise-Class Workforce Optimization
All the benefits of WFO without the high costs of implementation, upgrades and hardware. Envision offers a multi-tenant secure cloud platform including recorded voice/screen interactions, analytics, coaching, eLearning, gamification and agent desktop LiveView with chat.
Click2Coach with Voice and Screen Capture
Record voice and agent screens. Customizable forms and scorecards to evaluate interactions & identify areas for improvement. Drive a consistent, fair quality process to ensure agents are effective & engaged while decreasing attrition and improving customer experience.
Speech and Data Analytics
Be alerted to trends in the contact center and with agents. Make data driven decisions to improve customer experience while using AI and scorecards to identify coachable moments with agents.
LiveView and Coach
Agents can initiate a request for help from an assigned supervisor, who can then view the agent’s screen remotely and chat to help with difficult interactions. Supervisor can also view in realtime and record on demand an agent within their group at their discretion.