Seattle, Wash. – January 9, 2015 – Envision announced today that it has earned designation as a “Hot Vendor” in Ventana Research’s 2015 Workforce Optimization Value Index, the only quantified, research-based index evaluating technology vendors and products for workforce optimization software.
“Envision is pleased to be named as a “Hot Vendor” by Ventana,” Envision CEO and founder Rodney Kuhn said.“We attribute the designation to our new cloud-based Click2Coach solution. While we have been providing award-winning contact center solutions for over two decades, Envision has revolutionized the industry with Click2Coach Cloud by enabling organizations of all sizes to easily and affordably deploy a world-class workforce optimization solution. Ventana’s designation further validates that Envision’s value proposition and mission are working for customers.”
Ventana Research defines workforce optimization as the effective management of all employee-related activities associated with handling customer interactions to ensure an optimal customer and alignment to a common set of customer and revenue goals and objectives. Using this Value Index, business and IT organizations -especially those in call centersand customer service - will be able to evaluate existing workforce optimization software and examine software vendors' offerings in the context of their own business and technology requirements.
Envision’s software, Click2Coach – offered in both cloud-based and on-premise solutions – rates highly for its tightly integrated architecture that results in superior manageability, reliability and adaptability. The report also ranks Click2Coach highly for its’ superior compensation management application, siting than an agents’ compensation impacts their performance and that agent-focused analytics are required to understand and guide improvement in the performance of all employees who handle interactions.
“Workforce Optimization software has become essential to effectively manage agents who interact with customers to respond and resolve their request to the best possible outcomes,” said Mark Smith, CEO and chief research officer of Ventana Research. “This in-depth research provides the insight on the vendors and products that best fit the needs of contact centers by examining the range of evaluation criteria that are essential to organization's success. Our research provides the only balanced approach to evaluating vendors properly.”
Since 1994, Envision has been providing solutions to optimize organizations by turning data from customer communications into action. Envision’s premier solution, Click2Coach, optimizes the workforce by including voice of the customer analysis, performance management, desktop analytics, speech analytics, compliance recording, quality management, workforce management and coaching and eLearning. Click2Coach is available in both cloud-based and on-premise solutions.