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QUALITY MANAGEMENT
Envision Quality Monitoring Review
Product Snapshot
Product Pricing
Contact vendor directly for pricing information.
Technology
Product is available as a SaaS solution.
Customer Focus
Vendor works with midsize and large enterprises that require call center quality monitoring solutions.
Select Customers
Alaska Airlines, Alere, Bank of Oklahoma, BodyBuilding.com, Click! CableTV
About Envision Quality Monitoring
Envision Quality Monitoring is call center and agent assistance quality monitoring software that identifies the KPIs that best describe the ideal customer journey, as well as evaluates how well agent interactions match up against those KPIs. The platform enables users to improve agent and operational performance, motivate and retain emloyees by identifying ideal agent performances and practices, and takes into account the agent’s tone, ability, application workflow and accuracy.
The software connects any duplicate interactions with the same customer in order to maintain a full service view, assesses each agent’s process efficiency, and provides users with agent interaction evaluation data. Additionally, the platform identifies where any agent coaching may be necessary through automated scorecarding processes, as well as identifies any agents with a high likelihood of being out of compliance or of not meeting established KPIs.
About the Company
Envision was founded in 1994 and is headquartered in Seattle, Washington.
Envision Quality Monitoring Key Features
- Tracks calls placed on hold, calls with above-average handle time, and calls in which a competitor’s name is spoken
- Delivers actionable data for quality review processes
- Custom, user-defined evaluation processes
- Calibrates supervisor scoring into reports
- Delivers objective feedback
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