Envision today announced the next major upgrade of its Envision Centricity Team Optimization Suite for workforce management, workforce optimization (WFO, and coaching for the contact center.
Centricity adds a new, tabbed user interface for simple navigation and less clicks; more powerful supervisor workflow, including the ability to more quickly create and deliver on-line eLearning for individual and group coaching; and a new, Silverlight AV player for creating searches, queries and evaluations in a browser based format (including support for mobile and tablet formats). Users will also find enhancements to agent monitoring and PCI compliance, as well as improvements in speed, performance and integration.
In the new Centricity, supervisors can quickly create a subscription based on the campaign and then access recordings to create targeted coaching to address issues on an agent-by-agent basis.
"This major release of Centricity is based on direct feedback we've gotten from our customers for improved workflow, search and flexibility to deploy our solutions. In addition to the tremendous gains in speed, performance and ease of use, we’ve also doubled the number of daily evaluations supervisors can perform. This will have a huge impact for our customers who are constantly looking for ways to improve agent performance, productivity, and ultimately drive customer satisfaction, retention and sales," said Rodney Kuhn, Envision's CEO, in a statement.
Envision Centricity is the company's 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; and Click2Coach for agent performance improvement, enabling companies to deliver targeted coaching with a combination of quality monitoring and eLearning.
Envision backs these solutions with its Performance Assurance Review (PAR), an intense process in which Envision will work with the customer to assess and make hard, best-practice recommendations that ultimately will better align the people, process and technology within the contact center back to the customer’s corporate objectives.