SEATTLE, Aug. 6, 2012 (GLOBE NEWSWIRE) -- Ventana Research, a leading benchmark research and advisory services firm, has ranked Envision as a top software vendor in the 2012 Value Index for Agent Performance Management (APM). In addition to its Hot Vendor status, Envision ranked first among vendors for adaptability. Envision earned its high marks for Centricity, the company's complete workforce optimization suite to aggregate, monitor and analyze data and performance at the agent, center and enterprise levels.
"Call centers face many challenges as they seek to support more channels of communication, social media, the trend to move systems to the cloud, and the distribution of handling interactions from multiple sites and more distributed agents," said Richard Snow VP and global Research Director Ventana Research. "They key is to remain flexible and deploy systems that allow managers to react quickly to changing circumstances. Envision has built its products to meet these challenges and we congratulate it on being the number one vendor for adaptability and overall "Hot" vendor in our APM value Index 2012," continued Snow.
Centricity includes Envision Click2Coach®, the company's award-winning product for agent performance improvement, enabling companies to deliver targeted coaching with a combination of quality monitoring and eLearning. Centricity marries Click2Coach with Envision Workforce Management™for scheduling, forecasting and staffing; as well as quality monitoring, identity protection and compliance, analytics and more.
For the 2012 Value Index for Agent Performance Management report, Ventana evaluated vendors for manageability, usability, reliability, capability, adaptability, vendor validation, and TCO/ROI. Ventana also evaluated vendors on specific performance management capabilities such as call routing, call recording, quality monitoring, workforce management, training and coaching, compensation management and analytics.
Envision is the only workforce optimization provider with a strong emphasis on agent effectiveness and coaching. Its solutions help companies increase agent performance and job satisfaction; drive revenues through more cross-sells and up-sells; lower operating costs and increase call and contact center ROI; and drive customer retention and brand loyalty.
For supervisors, Envision enables more streamlined, one-on-one coaching; faster, more frequent agent training; and efficient use of new technologies such as video and social media.
Envision works with a Who's Who of company's known for their strong brands, customer loyalty and retention including Starbucks, Delta Hotels & Resorts and Alaska Airlines.
About Ventana Research
Ventana Research is the leading benchmark research and advisory services firm. We provide expert guidance to help organizations manage and optimize performance – to become not only more efficient but more effective. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, rigorous market coverage and in-depth knowledge of hundreds of technology providers means we can deliver business and technology education and expertise to our clients where and when needed. The Ventana Research Indexes – the Value Index and the Benchmark Index family – have redefined the research industry by providing accessible, easy-to-use research-based business and technology guidance to businesses. To download the Value Index for Agent Performance Management executive report, visit www.VentanaResearch.com/APM.
About Envision
Through our Centricity Team Optimization Suite, Envision helps companies better align and integrate the people, processes and technologies within the contact center to drive better customer service, and, continuously improve agent, center and enterprise performance. Envision Centricity is the complete WFO suite to aggregate, monitor and analyze data and performance at the agent, center and enterprise levels. It is comprised of multiple applications including Envision Workforce Management™for scheduling, forecasting and staffing, with applications for quality monitoring, identity protection and compliance, analytics and more. The Envision industry-renowned Click2Coach® fully integrates the value of quality monitoring and management, e-learning, automated coaching and robust analytics and performance management capabilities. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.
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