Speech Technology Magazine

 

Envision Partners with AVST

Envision, a contact center workforce optimization provider, announced that it has entered into a partnership agreement with Applied Voice & Speech Technologies, Inc. (AVST), provider in the field of enterprise communications solutions.
Posted Feb 8, 2018
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Envision, a contact center workforce optimization provider, announced that it has entered into a partnership agreement with Applied Voice & Speech Technologies, Inc. (AVST), provider in the field of enterprise communications solutions.

AVST will distribute Envision’s Click2Coach Cloud solution in conjunction with its TeamQ call center application. 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. 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.

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

Click2Coach Cloud is a secure, enterprise class workforce optimization solution built on Microsoft Azure.

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