Envision Performance Analytics™, a Web-based dashboard and core component of the Envision Centricity™ workforce optimization platform, consolidates information from across the contact center and enterprise to give complete visibility to team, center and organizational performance. The dashboard combines disparate data sources into a single, comprehensive view, which offers superior strategic and tactical level insight into performance.
With Envision Performance Analytics:
- Gain real-time insight and take action to optimize performance
- Improve first-call resolution by rapidly identifying service and quality issues
- Drill down agent-customer interactions to perform root-cause analysis
- Reduce costs and improve productivity with a consolidated dashboard
- Increase revenue by identifying new cross-sell, up-sell and training opportunities
- Measure, benchmark and calibrate key performance indicators
- Capture, process, search and analyze audio content from recorded interactions when integrated with Envision InteractionIQ™
Effective Call Center Analysis Improves Decision Making
Envision Performance Analytics is a powerful diagnostic solution that allows customers to identify patterns, trends and relationships in customer and contact center data. Quickly and easily correlate performance with customer satisfaction scores to identify areas for improvement and segment recordings for a cradle-to-grave view and analysis of the customer experience - from initial agent contact to back-office transfers.
Better insight enables better educated adjustments to processes and the implementation of new training programs to improve customers’ experience. Move from silo-based analysis required with disparate systems to a holistic view of performance. Easily correlate, compare and contrast ACD, CTI, CRM, sales, marketing and other contact center data to measure key business drivers and improve performance. Envision Performance Analytics provides the strategic and operational intelligence needed to make better decisions, faster.
Analytics Dashboard Drives Efficiency and Reduces CostsEnvision Performance Analytics also allows search and analysis of unstructured data collected in recorded customer conversations. From the dashboard:
- Drill down into specific customer conversations to understand the underlying causes of poor service
- Identify new cross-sell and up-sell opportunities
- Refine sales and marketing programs to better meet customer needs
- Quickly transform unstructured customer conversations into the intelligence required to improve performance of agents, groups and the enterprise.
Seamless Integration with Envision InteractionIQ™ "right-sized" Speech Analytics
Process, capture, search and analyze audio content from recorded interactions to drive performance and business objectives without paying for the complex and largely unused bells and whistles that drive up the cost and maintenance of other speech analytics solutions.
Envision InteractionIQ is a practical speech analytics solution that provides immediate and ongoing ROI. Envision InteractionIQ integrates with Envision Performance Analytics to make up the Envision Analytics Suite.
