Envision Announces Desktop Data Capture, Which Provides a 360-Degree View of Back-Office and Front-Line Agent Activity

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Understand what agents are doing before, during and after a customer interaction to understand both sides of the customer experience and greatly improve efficiency.

Envision (http://www.envisioninc.com), a leading provider of software that transforms customer relationships, today announced that it has expanded its offerings to include fully-integrated desktop data capture, which collects agent activity and onscreen keystrokes, providing contact centers with a complete picture of customer interactions.

The Envision desktop data capture allows contact centers to improve agent effectiveness through the following functionality:

  • Workflow reporting is the ability to report on the specific applications agents are using and which websites they are visiting, what they do in each application and the time they spend there—before, during or after a customer interaction, so supervisors and managers have a firm grasp of the entire customer experience from cradle to grave.
  • Pause/resume functionality locks out that specific part of the voice and screen activity where sensitive information is given by pausing when the customer communicates the sensitive information, and resumes when customer is done.
  • Collects CTI information, which is the data from your computer-telephone integration or your IVR, such as caller ID dialed from numbers, variable data such as customer or account numbers, prompted digits, etc.
  • Enhance workforce management planning with information about how much time each agent is spending on non-traditional work, like email follow up, which can be used to better plan and more accurately schedule contact center agents.

“With Envision, we collect the data that we need to manage and improve contact center performance including information from quality monitoring, workforce management and speech analytics,” said Jeannine Larson, contact center director, Bodybuilding.com. “The additional ability of tracking keystrokes, agent wrap-up and workflow activity will give us a leg up on the total picture of the customer interaction—all the insight we need right at our fingertips.”

Desktop data capture allows contact center supervisors to collect and analyze the corresponding activities taking place at agents’ desktops during the interaction, such as keystrokes, data entry, screen navigation and pre-call work or post-call wrap-up. Once an interaction is captured, supervisors can easily tie the pertinent desktop workflow back to that conversation and coach agents with more dramatic improvement.

“In order to get the most complete picture of what’s happening before, during and after a customer interaction, it is imperative to use a vast array of data, said John Rake, director, product management at Envision. From the moment an interaction starts to when it comes to its natural (or otherwise) conclusion, “The more data you have, the more information you have to coach agents down a more productive path.”

The desktop data capture functionality is currently available. For more information about the desktop data capture tool, visit http://www.envisioninc.com/desktop_data_capture.

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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