Seattle, Washington (PRWEB) October 05, 2017
Envision with more than 20 years of innovation and experience in the contact center workforce optimization market, today announced that the Defense Finance and Accounting Service (“DFAS”) within the United States Government has significantly expanded the use of Envision’s solutions within its contact centers from voice only recording capabilities to Envision’s full workforce optimization suite including Click2Coach across existing and new contact centers.
DFAS is responsible for providing payroll and benefit information and services to active and retired military members, as well as, non-military government workers and contractors. Its contact centers play a crucial roll in providing assistance for all types of inquiries, such as, payroll changes, direct deposit changes, benefit coverage, etc. Well coached agents help ensure government employees receive the help they need so they can focus on fulfilling their mission and job function.
Click2Coach is a complete recording, evaluation, coaching, agent and speech 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.
DFAS has deployed Envision’s Click2Coach in a virtual cloud environment within its own data center, leveraging Envision’s support of virtualized hardware along with dual authentication for security and sign in leveraging Common Access Card (CAC) enabled login with Click2Coach. The deployment also includes Click2Coach support for FIPS, the Federal Information Processing Standard with advanced support for encryption and cryptography. In addition to the award winning feature set of Envision’s Workforce Optimization solutions, these key security features allowed Envision to win the expansion opportunity at DFAS.
“Envision has always been proud to partner with leading organizations to help improve customer experience,” said Rodney Kuhn, Envision’s CEO. “This expansion with an existing customer, working with our partner Diagenix, is especially gratifying considering how much positive impact Click2Coach can have to improve service to our military members.” For more information about Click2Coach and Envision visit http://www.envisioninc.com.
For more than 20 years, Envision has been providing award winning solutions that optimize customer experience by turning data from customer interactions into action, making an intelligent impact on your business that leads to exceptional customer experiences. Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, automated scorecards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning. Better, Faster, Smarter.
Diagenix is an innovative voice application company that provides enterprise-class voice, speech, and IVR solutions that enable organizations to provide anytime, anywhere access to information and resources over the telephone and via the internet. Diagenix makes voice and web-based services strategic tools for improving customer service, reducing costs, and improving workforce productivity. Our customers include FORTUNE 500 organizations throughout the U.S. and Canada as well as government agencies. Diagenix products and services are sold and distributed through a direct sales organization and through select business partners.
For more information about Diagenix and its products and services, please visit our website at http://www.diagenix.com or call us at 866-425-6600.