Envision upends workforce optimization market; unique cloud-based software eliminates costly startup fees, deploys in under an hour


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Contact centers of any size can use a feature-rich system to boost customer satisfaction through effective agent interactions.

Seattle, Washington – January 23, 2014 – Envision with more than 20 years of innovation and experience in the contact center workforce optimization market, today introduces Click2Coach® Cloud, a cloud-based, downloadable application that delivers enterprise-class functionality to contact centers of any size in under an hour, which eliminates the $50-$100,000 startup costs that often prevents adoption.

Click2Coach Cloud is a complete recording, evaluation, coaching and agent analytics application that enables contact centers to capture phone, CTI, application workflow and desktop data. The software transforms customer experiences into long-lasting, profitable relationships by collecting the right data from customer interactions to provide insight into operations and trends. This enables businesses to take action for improvement throughout the organization. Additionally, the ability to deploy this solution in a browser-based application saves businesses up to $100,000 of startup costs and weeks of installation because it bypasses the need for expensive hardware and product licenses to integrate into legacy phone systems.

“We are able to get more functionality at $50 per agent than I received previously with a competitive $50,000 system,” said Victoria Cosby, Mitsubishi Caterpillar Forklift America Inc. Manager. “Capturing data in real time and using it to track, train and improve our customer-agent interactions, all with just a simple subscription is huge for us. Click2Coach Cloud gives us easy and fast reporting, analytics and coaching — capabilities we really want but couldn’t justify with traditional expensive enterprise systems.”

Key new features of Click2Coach Cloud include:
• Revolutionary desktop client that automatically records customer experience data from phone interactions, e-mail conversations, social media posts or chat sessions directly from the desktop
• Intuitive, web interface with built in dashboards and agent and customer analytics reports enable quick and easy management and assessment of agents, as well as critical voice of the customer information, regardless of location
• Elimination of servers, CTI and switch licenses as well as ongoing maintenance costs removes up to $100,000 in costs associated with adoption legacy contact center systems by utilizing a cloud-based SaaS model for deployment and updates

“Installing a traditional contact center management system is a significant undertaking in terms of cost and time,” said Nancy Jamison, Principal Analyst at Frost & Sullivan. “The small and mid-size market is severely underserved by the current options on the market, which can carry significant startup costs. Small and mid-size companies can benefit by getting the same functionality through a simple download and monthly subscription with a product in the cloud.”

Click2Coach Cloud is immediately available through a newly launched marketplace at http://www.envisioninc.com/click2coachcloud, and pricing for contact centers with less than 50 agents starts at $50 per user per month, which is significantly lower than the lifetime costs of legacy contact center software.

By delivering Envision’s innovative solution as cloud-based software that no longer requires switches or other hardware, a company’s agents can be up and ready in less than an hour. Managers and analysts can not only observe agents, but develop reports that can help improve customer satisfaction in nearly real time.

“We set out to revolutionize the way contact centers operate and we have done so with Click2Coach Cloud by offering a tool that enables a way to improve customer interactions in real time without the major implementation costs of traditional contact center software,” Envision CEO Ron Strandin said. “We have lowered the price to a point that enables businesses of any size to optimize their contact center or help desk workflow while utilizing features that only the most robust enterprise software offered previously.”

For more information about Click2Coach Cloud visit http://www.envisioninc.com/click2coachcloud.

About Envision
Since 1994, Envision has been providing solutions to optimize organizations by turning data from customer communications into action, which makes an intelligent impact on your business and leads to exceptional customer experiences. Data from phone, e-mail, chat and social media interactions can help quickly identify trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions to optimize your workforce with our integrated, web-based solution, which includes voice of the customer analysis, performance management, desktop analytics, speech analytics, compliance recording, quality management, workforce management and coaching and eLearning. For more information, visit envisioninc.com.

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