Envision is Highest Rated Vendor in Customer Assurance Total Cost of Ownership and Return on Investment

SEATTLE (September 01, 2010) – Envision, a leading global provider of workforce optimization (WFO) solutions and creator of Click2Coach®, the industry standard for contact center coaching and team performance improvement, announced today that Ventana Research has rated Envision as a “Hot Vendor” in their 2010 Value Index for Agent Performance Management. According to Ventana Research, the Value Index for Agent Performance Management provides metrics that will enable organizations to ascertain the value of applications and tools for addressing agent performance management.

In addition to being one of only four providers to achieve the highest rating of “Hot Vendor” by Ventana, Envision earned the highest ranking of any vendor in the Customer Assurance TCO/ROI category. According to Ventana, the TCO/ROI category applies evaluation criteria designed to assess the value the vendor delivers with its product. Ventana Research also ranked Envision as a “Hot Vendor” in the adaptability category, which applied evaluation criteria designed to ensure the products can be configured and customized to meet the needs of a given business.

“Our research into agent performance management showed that companies are looking beyond workforce management,” said Richard Snow, vice president and research director – Customer and Contact Center Research at Ventana Research. “They’re seeking to optimize the performance of agents in their contact center. The analysis reflected in our Agent Performance Management Value Index showed that Envision is one of the leading vendors, offering a suite of products that covers the majority of the required capabilities. The full set of supporting services and other technical features it delivers means it thoroughly deserves its ‘Hot’ rating. Companies would do well to consider it as they strive to improve agent performance.”

The methodology used by Ventana Research to produce the Value Index for Agent Performance Management involves evaluating in detail aspects of product functionality and suitability-to-task, as well as the effectiveness of vendor support for the buying process and customer assurance. The Value Index reflects the value offered by a vendor and its products, presented both as a clear and accessible graphical representation in thermometer form and as a precise index percentage.

“Receiving a Hot Vendor Rating from Ventana Research and being the highest rated vendor in Customer Assurance TCO/ROI is very rewarding and a testament to our commitment to providing our customers with innovative solutions that not only elevate contact center performance through best of breed agent and team coaching, but also exceptional value and payback on their investments with us,” said Rodney Kuhn, CEO of Envision.

Envision helps contact centers achieve the perfect balance between efficiency and effectiveness through a fully integrated software suite that seamlessly delivers applications for quality monitoring, eLearning, performance analytics, and workforce management on a Web-based platform. With Envision’s software solutions, contact centers have the flexibility and features needed to reduce costs by shortening handle time, hiring and training new agents more effectively and improving the quality of agents’ interactions with customers.

About Envision

Envision is a pioneer in delivering innovative team coaching and performance improvement products and services to the contact center. Envision’s landmark and industry-renowned Click2Coach® fully integrates the value of quality monitoring and management, e-learning, automated coaching and robust analytics and performance management capabilities. Envision marries the power of Click2Coach and Envision Workforce Management(TM) together on the award-winning Envision Centricity® Web-based workforce optimization (WFO) technology platform to deliver a full spectrum of ROI-driven efficiency and effectiveness gains that meet the most specific and unique objectives of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

Contact
Pathway Communications
Theresa Smith, 818-704-8481
tls@pathwaypr.com
or
Envision Telephony, Inc.
Jim Shulkin, 206-225-0843
jim.shulkin@envisioninc.com

Source: Envision