Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.
Topics: Predictive Analytics, Social Media, Customer Analytics, NICE Systems, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, VPI, CallCopy, Enkata, Envision, Genesys, in Contact, KnopahSoft, LiveOps, Business Analytics, Cloud Computing, 360-degree view of the Customer, Agent Performance Management, Business Performance Management (BPM), Call Center, coaching, Compensation Management, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Workforce Performance Management (WPM), Agent Analytics, Aspect, OnviSource, Training, Verint, Workforce Force Optimization
Envision is an established provider of workforce optimization (WFO) products and last year was rated a “Hot” vendor in the Ventana Research Value Index for Agent Performance Management (APM). Its suite of products includes recording, quality monitoring, workforce management, coaching, e-learning, performance management and speech analytics. The WFO market is now quite competitive, and along with other vendors, Envision recently announced some product improvements. As well as a number of technical improvements – such as support for more Microsoft products, performance and scalability – the main improvements center on quality monitoring and training of contact center agents.
Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Envision, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management