CONTACT CENTER PERFORMANCE ASSURED

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1 CONTACT CENTER PERFORMANCE ASSURED DELIVER CUSTOMER EXPERIENCE WITHOUT COMPROMISE envisioninc.com

2 HISTORY OF INNOVATION It s terrific that these products are on one platform from a single vendor it has helped us change the way we train our employees and allowed us to focus on providing superior service. CALL CENTER MANAGER, BLUE CROSS OF IDAHO 1996 First recording system on Microsoft Windows NT 1997 First Quality Monitoring solution supporting CTI 1998 First browser-based interface 1999 Patented rules-based recording 2000 Envision Click2Coach 2002 Envision Smart Agent 2003 Envision Workforce Management, Envision Full Time Recording 2004 Envision Performance Suite 2005 Envision Business Intelligence 2006 Envision Identity Protection 2007 Envision Performance Analytics 2008 Envision Centricity 2009 Envision Speech Analytics 2010 Browser-based Envision Workforce Management 2011 Envision Performance Assurance 2012 Social Media Quality Monitoring

3 ABOUT ENVISION SOLUTIONS SOLUTIONS THAT THAT WORK WORK Since 1994, Envision has been creating solutions that enable the contact center to optimize operational effectiveness and efficiency while turning customer interactions into a resource for enterprise growth. Through our collaborative approach, we are fully engaged in creating business value, enhancing our customers capability to stretch and accomplish more in their business. RELIABLE, EFFICIENT & SMART RELIABLE, EFFICIENT & SMART DELIVER AN UNCOMPROMISING CUSTOMER EXPERIENCE WITH ENVISION CALL CENTER SOLUTIONS Envision helps companies better align and integrate the people, processes and technologies within the contact center to deliver legendary customer service and continuously improve agent, center and enterprise performance. Many of the world s most well-renowned, customer-centric organizations trust Envision for the products and services that enable them to deliver world-class customer service. GROW REVENUE, REDUCE COSTS We deliver innovative team coaching and performance improvement solutions to the contact center. Envision is more than just a vendor. We partner with our customers to tailor the right solution for each unique environment and commit to driving maximum return on investment with our Performance Assurance program. After an extensive review of the available systems on the market, we chose Envision s solution because of the easy integration This means a short implementation time, a better return on investment and easy administration. DIRECTOR, LUFTHANSA GLOBAL TELESALES ENVISION A commitment to unparalleled customer-centricity is at the center of our company s values. It s what makes us different it s what makes Envision the authority on delivering an uncompromising and simply superior customer experience envisioninc.com

4 MARKET CHALLENGES WHAT MAKES YOUR CONTACT CENTER AGENTS TRULY EFFECTIVE? Your contact center agents play a critical role in your enterprise. They have more direct contact with your customers than any other group and have a profound influence on revenues and the quality of your customer care. Social media has forever changed the landscape of customer service the number of transactions alone can be a struggle. High agent turnover requires very well thought out coaching and training strategies in the contact center. The industry is moving from a recording-centric architecture to an application-centric value proposition. Coaching will continue to play a key role in the success of the contact center, especially as agents are asked to handle social media interactions. Simple text responses will not always be acceptable. Video and coaching will be required and expected by customers. AGENT EFFECTIVENESS Contact center agents play a critical role in providing a legendary customer experience. As the ambassadors between your company and your customers, they have the potential to improve customer satisfaction and deliver on your business objectives. Envision s agent effectiveness solutions provide a powerful way to develop and coach agents for improved effectiveness to meet your goals. IMPROVED CUSTOMER EXPERIENCE We enable customers to align contact center and organizational objectives while closely measuring, managing and improving what really matters to their specific business. We focus on the unique business needs of each customer and tailor solutions specifically to meet them. This allows our customers to exert their focus and energy where it belongs on their customers. Envision has been helping us run our growing business effectively and efficiently since It is their industry expertise and strategic approach that make them a valuable partner, who ensures that our contact center is aligned to the strategic goals of our company. -CONTACT CENTER DIRECTOR, VERMONT TEDDY BEAR envisioninc.com

5 ENVISION SOLUTIONS ANALYZE CUSTOMER DATA IMPROVE CUSTOMER EXPERIENCE INCREASE REVENUE REDUCE COSTS ENVISION PROVIDES EVERYTHING EVOLVING CONTACT CENTERS NEED NOW AND IN THE FUTURE At Envision, our solution suites were developed with your contact center in mind. We know that the contact center is critical to your buseiness, and we have designed our solutions to specifically address the challenges you face day-to-day. We help companies better align and integrate the people, processes and technologies within the contact center to deliver legendary customer service and continuously improve agent, center and enterprise performance. Envision is the only workforce optimization application provider with an emphasis on agent effectiveness and coaching. Our solutions are easy to use and address current issues. We provide application-centric solutions, with integration to your existing contact center platforms. IMPROVEMENTS EXPERIENCED BY ENVISION CUSTOMERS: 22% reduction in cost per call 50% reduction in average speed of answer 17% reduction in average handle time 14% increase in data input accuracy 20% increase in First Call Resolution 75% decrease in time required for evaluation on agents 6% increase in sales 97% increase in cross sell referrals 30% increase in premium shipping sales $23M in increased sales in one year ENVISION SOLUTIONS SUITES Envision Centricity Complete Team Optimization Envision Click 2 Coach Team Effectiveness Envision Workforce Management Team Management envisioninc.com

6 VALUE AND BENEFITS OF ENVISION SOLUTIONS PERFORMANCE ASSURED FOR THE ENTERPRISE Increased revenue Measurable ROI Reduced operating costs Brand loyalty In the first year of using the Envision products, our quality scores jumped 27%, and the team has been able to maintain an extremely satisfied satisfaction rating of 4.5 out of 5.0. DIRECTOR, CLICK! NETWORK FOR THE CONTACT CENTER First call resolution Greater customer satisfaction Higher customer retention Lower agent turnover More efficient use of technology investments FOR SUPERVISORS Significant time savings Faster, more frequent agent coaching Use of real-world examples in training FOR AGENTS Greater job satisfaction Advancement through increased skill levels Recognition for work well done Motivation to excel Feeling like a part of the team CONTACT CENTER PERFORMANCE Envision s call center performance solutions help you achieve the perfect balance between efficiency and effectiveness in your contact center. A fully-integrated contact center software suite that seamlessly delivers applications for workforce management, quality monitoring, elearning, and performance analytics, Envision s contact center software solutions deliver the capabilities you need to be sure that the right agent is handling the right call at the right time. ENTERPRISE PERFORMANCE The starting point for improving enterprise quality and meeting customer expectations is understanding why your customers call in the first place. Improving customer service by ultimately exceeding customer expectations requires a solution that will allow you to analyze customer calls today and predict why they will call in the future. Envision s award-winning call center software solutions help you do just that. FOR INFORMATION SYSTEMS Rapid implementation Flexible, scalable solution Proven technology Tight integration with existing systems World class support from Envision Each of Envision s solutions can be enhanced with Envision s Performance Assurance program. We take pride in being more than a vendor, and create a true partnership with our clients by working to understand exactly where it is you need to make a difference in your business and ensuring that our solutions provide the return on investment you expect. This is our unique Performance Assurance program.

7 Learn more at envisioninc.com ENVISION INC RELIABLE, EFFICIENT AND SMART

8 901 5TH AVE, SUITE 3300, SEATTLE (206) Since 1994, Envision has been providing solutions, knowledge and expertise to help organizations maximize every contact with their customers. We deliver innovative team coaching and performance improvement solutions to the contact center, backed by our unique Performance Assurance program. We offer complete team optimization with our web-based solution, Envision Centricity. Centricity unifies the core functions of workforce optimization including analytics, performance management, workforce management, quality monitoring and elearning Envision Telephony, Inc. all rights reserved. envisioninc.com

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