Envision Partners with AVST for an enterprise-class coaching solution

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AVST TeamQ® customers of any size can now get access to advanced quality monitoring with screen capture and coaching with Click2Coach® Cloud.

Envision, with more than 20 years of innovation and experience in the contact center workforce optimization market, today announced that it has entered into a partnership agreement with Applied Voice & Speech Technologies, Inc. (AVST), a global leader in the field of enterprise communications solutions.

AVST will distribute Envision’s Click2Coach Cloud solution in conjunction with its TeamQ call center application. TeamQ delivers high ROI by giving teams access to vital call center features such as Uniform Call Distribution (UCD), Automatic Call Distribution (ACD), agent desktop control and more, at a fraction of the price of other call center solutions.

Click2Coach Cloud is a complete recording, evaluation, coaching, desktop and speech analytics application that enables contact centers to capture phone, CTI, application workflow, and desktop data. The software helps companies transform 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. Additionally, the ability to deploy this solution in the cloud saves businesses thousands of dollars in startup costs and weeks of installation because it bypasses the need for expensive hardware and product licenses to integrate into legacy phone systems.

“We set out to revolutionize the way contact centers operate and we have done so with Click2Coach Cloud by offering a tool that enables a way to improve customer experience without the major implementation costs of traditional contact center software,” Envision CEO Rodney Kuhn said. “Our partnership with AVST now allows us to deploy Click2Coach Cloud to all AVST TeamQ customers with advanced quality monitoring capabilities including screen capture.”

Key features of Click2Coach now available with AVST’s TeamQ product include:

  •     Full time recording of inbound and outbound customer interactions
  •     Recording of agent screens during the customer interaction with synchronized voice and screen playback
  •     Desktop data tagging giving customers the ability to tag interaction recordings and run trending analytics to identify and optimize customer experience
  •     Faster interactions search and dashboard reporting to find interactions quickly when needed to resolve disputes or complaints
  •     Advanced quality monitoring tools including eLearning to coach agents on best practices learned through the evaluation and review process

“TeamQ matches the evolving work patterns of today’s knowledge workers. It’s a unique call center application, but not for the traditional call center worker whose job is answering calls 100% of the time,” said Tom Minifie, AVST General Manager. “Over the years, we have seen TeamQ success grow in more unstructured groups of workers such as sales, service, and technical support personnel. By partnering with Envision we are pleased to enhance TeamQ with advanced quality monitoring and coaching capabilities.”

Click2Coach Cloud is a secure, enterprise class workforce optimization solution built on Microsoft Azure. Pricing for contact centers is based on a monthly subscription cost which is significantly lower than the lifetime costs of legacy contact center software.

About Envision

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.

For more information, please call us at 1-800-975-9384 or visit us at http://www.envisioninc.com. Valuable information can also be found weekly by subscribing to our blog at http://www.envisioninc.com/blog.

About AVST

With more than 35 years of continuous innovation, Applied Voice & Speech Technologies, Inc. (AVST), an XMedius company, is a trusted developer of software-based, enterprise-class Unified Communications (UC) solutions. Our mission is to design, deliver and support communications solutions that transform the productivity of individual workers, teams and enterprises while leveraging the value of their existing and evolving IT infrastructure. Thousands of businesses worldwide rely on AVST's advanced voice, mobility, team communications and business process UC solutions to meet their mission-critical communications requirements. The world-class interoperability and flexibility of AVST's UC platform provides a future-proofed bridge to their digital future. Headquartered in Orange County, California, AVST maintains facilities in Seattle, Washington, Victoria B.C., Canada, the United Kingdom, and has remote sales offices throughout the United States. AVST's UC solutions are sold and supported worldwide by an extensive network of resellers and OEM partners.

To learn more about AVST, our products and partners, please visit http://www.avst.com or you can follow us at Twitter, Facebook or LinkedIn.

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Lynn Bancroft
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Rodney Kuhn
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