Call Center Software | Envision : Press Releases

Envision Releases On Demand Access to Webinar on How a Major Airline Achieves Peak Agent Performance and Envision's CRMXchange Virtual Symposium Presentations

Thu, 10 Dec 2009 00:00:00 PST

Seattle — December 10, 2009 — Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the availability of a webcast on how a major US airline achieved peak agent performance through a quality program makeover. Attendees of the complementary on-demand presentation will learn the steps the airline took to drastically improve their quality program and the results they have achieved.

Specifically, viewers learn:

· What impact a quality monitoring form done right can have on a contact center;

· How the airline aligned their quality monitoring program with company initiatives and yearly performance indicators to create a unified performance standard;

· How the quality monitoring team is now consistently calibrating at a variance of 6% or lower;

· What improvements were gained in the areas of employee satisfaction and the customer experience.

The webcast is available here.

“We are proud Envision’s solutions have played a crucial role in helping establish and maintain this airline’s world famous reputation for exceptional customer service,” said Jim Shulkin, director of marketing for Envision. “It’s a great pleasure for us to be able to make their story of success and best practices available to other contact centers interested in delivering a superior customer experience.”

In addition, Envision has released on-demand access to two recent presentations delivered at CRMXchange’s Virtual Symposium on Optimal Performance: “Maximizing Workforce Management in a Minimized Economy” delivered by Connie Smith, industry consultant for Envision and president for SpotOn Enterprises; and “Quality at the Tip of the Spear for Revenue Generation and Cost Reduction” delivered by Keith Dawson, principal analyst in Information & Communication Technologies for Frost & Sullivan, and Tom Aiello, vice president of worldwide sales and marketing for Envision.

Smith’s presentation explores how to maximize workforce management in a challenging economy by partnering with other departments; how to get off phone work and get on with the workforce management schedule; how to communicate with and empower employees; and why even smaller and mid-size centers can no longer afford to “WFM with .xls.”

Viewers of Dawson’s and Aiello’s presentation will learn:

Why traditional contact center metrics, such as customer satisfaction, first call resolution and handle time are only part of the ROI equation for continuous quality improvement;
How to build and maintain measures for revenue generation and cost reduction into your quality dashboard;
Why QA should be more focused on revenue and cost than ever before;
Building the case for monitoring quality’s influence on center/organizational financials;
Integrating customer satisfaction and financial performance measurements to tell the entire quality story.

The on demand presentations are available here.

About Envision

Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Click2Coach, Envision Centricity and the Envision logo are registered trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision to Host Webinar on How a Major Airline Achieves Peak Agent Performance Through a Quality Program Makeover

Thu, 22 Oct 2009 00:00:00 PST

Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the company will host a complimentary webinar for contact center professionals detailing how a major airline achieves peak agent performance through a quality program makeover on October 27, 2009 at 11 AM Pacific/ 2 PM Eastern. Attendees of the webinar will learn the steps the airline undertook to makeover their quality program in their customer relations contact center and the results they have achieved.

The webinar will be presented by the manager of customer relations for the airline and Connie Smith, industry consultant for Envision. As an industry consultant for Envision, Connie Smith’s mission is to educate the industry on the importance of workforce management, quality monitoring, coaching, eLearning, performance management and analytics. Specifically, attendees in this live and interactive web event will learn:

• What impact a quality monitoring form done right can have on a contact center
• How the airline aligned their quality monitoring program with company initiatives and yearly performance indicators to create a unified performance standard
• How the quality monitoring team is now consistently calibrating at a variance of 6% or lower
• What key performance improvements were gained in the areas of KPI’s, employee satisfaction, and the customer experience

“We are proud that our solutions have played a crucial role in establishing and maintaining this airline’s extremely positive customer service reputation,” said Jim Shulkin, director of marketing for Envision “It’s a great pleasure for us to be able to make their story of success and best practices available to other contact centers interested in delivering a superior customer experience.”

To register for this event, please visit: http://www.envisioninc.com/events.cfm

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Envision Telephony, Inc., Envision Centricity, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ is a trademark of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony to Present and Exhibit at ACCE Conference

Fri, 02 Oct 2009 00:00:00 PST

Seattle — 10/7/09— Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the company will be exhibiting and presenting at the 2009 ACCE Conference at the Mandalay Bay Hotel in Las Vegas, NV from October 5-9, 2009.

In addition, on Thursday, October 8, 2009 at 2:15 pm in session 504 Connie Smith, industry consultant for Envision, will co-present a session with a major airline customer on how the airline achieves peak performance through quality monitoring. The session will cover how partnering with Envision has helped the airline achieve optimal quality performance in their contact center and the subsequent steps the airline has taken to build its quality program.

Attendees will also learn:
• How the airline aligned its quality monitoring program with company initiatives and yearly performance indicators to create a unified performance standard,
• How the airline’s redesigned evaluation form cut review time in half, thereby freeing up more time for coaching,
• What key improvements were gained in the areas of employee satisfaction and customer experience.

Envision will also be exhibiting at the conference in booth #604, where company representatives will be demonstrating Envision Centricity®, the award winning workforce optimization (WFO) platform that unifies Envision’s core WFO solutions within one robust, Web-based platform. While visiting the booth, attendees will also have the opportunity to be among the first to see the recently released Envision InteractionIQ™. Envision InteractionIQ is a right-sized speech analytics solution that simplifies the processing, search, and reporting of speech data from within audio recordings.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Envision Telephony, Inc., Envision Centricity, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ is a trademark of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony to Demonstrate Workforce Optimization Solutions at the 2009 QATC Annual Conference in Nashville, Tennessee

Mon, 24 Aug 2009 00:00:00 PST

Seattle — 08/24/09— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced the company will be exhibiting and presenting at the 2009 QATC Annual Conference at the Opryland Hotel in Nashville, Tennessee from August 31, 2009 through September 2, 2009.

During the conference, Jennifer Klein, senior manager of training, development & performance for telesales at Staples, Inc., will deliver a presentation on “Achieving Sales Excellence through Quality, Training and Coaching,” on August 31, 2009 at 4:15 pm. During the presentation, Ms. Klein will discuss how Staples Telesales has leveraged Envision’s leading agent quality optimization solutions within their sales excellence program to measurably improve sales, margin, retention and frequency of purchase for the last four years in a row.

Envision will be exhibiting at the conference and demonstrating its workforce optimization platform, Envision Centricity®, including the recently released Envision InteractionIQ™. Envision InteractionIQ is a right-sized speech analytics solution that simplifies the processing, search, and reporting of speech data from within audio recordings. Envision Centricity unifies Envision’s core workforce optimization (WFO) solutions under one robust, thin-client, Web-based platform, providing flexible, user-defined dashboards for monitoring, managing and analyzing data in a single, easy-to-use console.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Envision Telephony, Inc., Envision Centricity, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ is a trademark of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony Receives Speech Technology Excellence Award from Customer Interaction Solutions Magazine

Mon, 27 Jul 2009 00:00:00 PST

Seattle — 07/20/09— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, announced today that Technology Marketing Corporation (TMC) has named has named Envision as a recipient of Customer Interaction Solutions 2009 Speech Technology Excellence Award for Envision Interaction IQ^TM, a right-sized speech analytics solution that simplifies the processing, search and reporting of speech data from within audio recordings. Customer Interaction Solutions magazine has been the leading publication in CRM, call centers and teleservices since 1982™.

Envision InteractionIQ gives the power of speech analytics to contact centers and enterprises of all sizes by including the core speech processing, capture, reporting and analysis capabilities needed to fully incorporate audio data into WFO analytics, but without some of the extravagant and largely underutilized “gadget” features that have driven up the complexity and total cost of ownership of other speech analytics solutions. Envision InteractionIQ is an integrated component of the Envision Centricity® WFO platform, utilizing the same interfaces, administration and easy usability as the other applications in the suite.

”InteractionIQ has proven its superior capabilities and has ultimately improved the bottom line for its customers,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “Envision has demonstrated to the editors of Customer Interaction Solutions that its product is innovative and a leader in the speech technology industry.”

For 27 years, Customer Interaction Solutions has been covering call center technology and has seen the advancement of ancient predictive dialers and recording systems, full CTI integration and IP-PBXs with remote VoIP call center agents.

The Speech Technology Excellence Award is published in the August 2009 issue of Customer Interaction Solutions.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Envision Telephony, Inc., Envision Centricity, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ is a trademark of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony Honored with a 2009 IP Contact Center Technology Pioneer Award from Customer Interaction Solutions Magazine

Mon, 20 Jul 2009 00:00:00 PST

Seattle — 07/20/09— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, announced today that Technology Marketing Corporation (TMC) has named Envision Centricity as a recipient of a 2009 IP Contact Center Technology Pioneer Award from its magazine, Customer Interaction Solutions. Customer Interaction Solutions has been the leading publication in the CRM, call center and teleservices industries since 1982. The 2009 IP Contact Center Technology Pioneer Award recognizes companies that have created a groundbreaking, successful IP contact center product or service.

Envision Centricity is a web-based platform that unifies Envision’s core workforce optimization (WFO) solutions for the contact center, including Click2Coach®, the industry’s landmark quality management and coaching tool for optimizing agent and center performance. Envision Centricity provides management with powerful analytics and a consolidated dashboard to gather and aggregate information for proactive, predictive and preventive contact center and enterprise decision-making. With Envision Centricity, customers can easily align contact center key performance indicators with those of the organization with flexible, personalized and analytics-driven dashboards that “right-size” the amount and types of customer interaction data being captured and displayed.

“TMC is proud to recognize Envision with an IP Contact Center Technology Pioneer Award. Envision Centricity has been designed with the needs of the contact center market in mind and the potential of IP behind it making it deserving of this significant honor,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.

“Technology is the key to the success of any call center so it is my pleasure to recognize Envision for bringing advanced, innovative technologies to market while providing high quality and superior applications,” continued Tehrani.

Winners of the IP Contact Center Technology Pioneer Award will be highlighted in the July, 2009 issue of Customer Interaction Solutions magazine.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Envision Telephony, Inc., Envision Centricity, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ is a trademark of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision and BizPro Strike Strategic Partnership to Provide Contact Center Workforce Optimization Solutions

Mon, 13 Jul 2009 00:00:00 PST

Seattle — 07/13/09— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced the company has signed a strategic sales partnership with BizPro (http://www.bizpro.ca/), a developer and provider of applications and technology for enterprise solutions, headquartered in Mexico City. With this agreement, BizPro will add Envision’s award-winning Envision Centricity™ contact center workforce optimization solutions to its suite of enterprise technology offerings.

“Adding Envision Centricity to our product line provides us a proven and powerful contact center workforce optimization suite for our many customers in Latin and South America,” said Paco Pineda, President of BizPro. “Envision’s product innovation and industry-renowned commitment to world-class customer support have been evident through the agreement process and subsequent training of our staff, and I’m confident our customers will quickly come to understand the value and opportunities presented by these tools.”

Envision’s call center software solutions enable supervisors to easily review customer interactions, evaluate agent skills and deliver training to improve agent performance and motivate agents to achieve peak performance. Targeted call center training can be sent directly to the agent’s desktop, reducing ramp-up times and decreasing handle times.

“We believe the partnership with BizPro is an ideal fit and will provide great benefit to both companies,” said Tom Aiello, Envision’s Vice President of Sales & Marketing. “BizPro is a leading provider of process-based enterprise solutions in Mexico and Brazil, with many customers seeking technologies that optimize agent, center and business performance. And for Envision, the expansion and broader distribution opportunities within the growing contact center markets in Latin and South America make the relationship extremely important to our continued growth strategy.”

About BizPro
BizPro develops and provides technology applications that deliver enterprise-wide solutions to customer organizations. BizPro also provides software development and support for customers of Convergys technologies and tightly integrates its portfolio of solutions with those of Convergys to provide seamless and comprehensive solutions. Headquartered in Mexico City, BizPro also has offices in Madrid and Sao Paulo. The company can be reached via phone at (52 55) 55 96 42 96 or by email at info@bizprobpm.ca.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ and Envision Centricity are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony Releases "Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw" White Paper

Mon, 06 Jul 2009 00:00:00 PST

Seattle — July 7, 2009 — Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today released a new white paper by Keith Dawson, principal analyst for Frost & Sullivan, entitled “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw.” In this white paper, Dawson addresses the lack of speech analytics adoption in contact centers, what the barriers to adoption are, and how a fresh and right-sized approach to speech analytics can eliminate the barriers for call centers of all sizes.

In the white paper, Dawson discusses that while speech analytics is a rich technology for improving customer contact operations, its adoption has been slow because the first generation of tools overstretched – providing too many unneeded features that pushed price and complexity past the point where typical centers could afford to deploy it. Dawson argues that what contact centers need are speech analytics applications that are streamlined to use less processing power, and provide a more effectively tailored mix of features that have proven use cases and demonstrable applicability inside the center.

According to Dawson, what contact centers want, and need, is a speech analytics solution that:

a) is optimized for contact center needs in terms of the feature set and pricing – features geared to pragmatic, practical and immediate contact center improvement, versus “blue sky” applications that don’t address the most immediate and highest priority needs of the center and business
b) can be managed entirely by existing contact center personnel
c) does not imply a commitment to an endless integration, customization and professional services cycle.

In other words, contact centers need speech analytics capabilities that can quickly, easily and flexibly adapt to the needs of their business to solve real and immediate issues.

“In today’s business climate, organizations simply can’t afford for speech data to remain black box,” explained Jim Shulkin, Envision’s director of marketing. “Customer interactions contain the most valuable insight into contact center performance, customer experience, competitive/market trends, first call resolution and countless other business-critical applications. It’s time for speech analytics to come out of the clouds and begin delivering affordable real-world solutions to the most pressing issues facing contact centers now.”

The white paper release follows Envision’s recent announcement of the general availability of Envision InteractionIQ™, a right-sized speech analytics solution that simplifies the processing, search and reporting of speech data from within audio recordings. With Envision InteractionIQ, contact center and enterprise management can now affordably and simply incorporate speech data into the WFO analysis equation to more effectively meet specific agent, center and business performance objectives.

The white paper “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw” can be downloaded at www.envisioninc.com/whitepapers.

Additionally, Dawson and Shulkin recently presented a live TMCnet Webinar entitled, “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw,” in which they presented and extrapolated on content covered in the white paper. Click here to view the recorded webcast.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ and Envision Centricity are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony to Demonstrate New Speech Analytics Technology at IQPC 10th Annual Call Center Week

Mon, 15 Jun 2009 00:00:00 PST

Seattle — June 15th, 2009 — Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the company will be demonstrating the recently launched Envision InteractionIQ™ during the IQPC 10th Annual Call Center Week, June 16 to June 17, 2009 at the Bellagio in Las Vegas, Nevada. Envision InteractionIQ is a right-sized speech analytics solution that simplifies the processing, search, and reporting of speech data from within audio recordings.

Envision will be exhibiting in booth 13 during the conference and demonstrating how easily and affordably Envision InteractionIQ can incorporate speech data into the workforce optimization analysis equation to more effectively meet specific agent, center and business performance objectives.

Envision has also teamed up with Frost & Sullivan to host a live webinar titled “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw“ on Tuesday, June 23, 2009, at 11 am Pacific/ 2 PM Eastern. To learn more about this complimentary webinar, or to register, click here. For more information on Envision InteractionIQ, visit the Envision website.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ and Envision Centricity are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony Announces Complimentary TMCnet Webinar with Frost and Sullivan: "Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw"

Mon, 15 Jun 2009 00:00:00 PST

Seattle — June 15th, 2009 — Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the scheduling of a live webinar titled “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw“ on Tuesday, June 23, 2009, at 11 am Pacific/ 2 PM Eastern. The webinar will address how the speech analytics market is changing, how the conventional barriers to speech analytics adoption in contact centers (i.e., cost, complexity and others) are being eliminated, and how a right-sized solution can quickly deliver valuable and previously unobtainable information about key customer, competitive and market trends to decision-makers in the center and across the organization.

The webinar will be led by Keith Dawson, principal analyst in the Information & Communication Technologies Practice of Frost & Sullivan, and Jim Shulkin, director of Marketing for Envision, Telephony. Brendan Read, senior contributing editor of Customer Interaction Solutions magazine and renowned workforce optimization columnist, will also participate and moderate the webinar.

During the webinar attendees will learn:

• What the key barriers are to mainstream contact center adoption of speech analytics
• The new paradigm: “Blue Sky” speech analytics vs. “Right-Sized” speech analytics – breaking down the barriers
• The benefits of a right-sized speech analytics solution to the agent, the center, the enterprise and your customer experience

Who should attend the webinar:

• Contact center managers/supervisors interested in improving agent/center performance, quality, training and value
• Contact center and/or customer service professionals that have thought about or even evaluated speech analytics in the past, but encountered the many barriers to making it a realistic option for their business
• Enterprise decision-makers interested in the valuable customer, market, product/service, competitive and performance information and trends that are easily accessible from within customer interactions through the use of pragmatic speech analytics

To register for this event, please click here.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #

Envision, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ and Envision Centricity are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony Launches InteractionIQ to Capture, Search and Analyze Contact Center Speech Data

Mon, 01 Jun 2009 00:00:00 PST

Seattle —June 1st, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization (WFO) solutions for the contact center and enterprise, today announced the launch and immediate availability of Envision InteractionIQ™, a right-sized speech analytics solution that simplifies the processing, search and reporting of speech data from within audio recordings. With Envision InteractionIQ, contact center and enterprise management can now affordably and simply incorporate speech data into the WFO analysis equation to more effectively meet specific agent, center and business performance objectives.

“Envision InteractionIQ breaks down the barriers for contact centers that have not yet been able to take advantage of speech analytics technology,” said Keith Dawson, principal analyst with Frost & Sullivan. “Up to now we have not seen wide spread adoption of speech analytics even though it can offer tremendously valuable insights to agent, center and organizational performance and trends. InteractionIQ drastically reduces the total cost of ownership for speech analytics while still delivering the market’s core and most practical needs for speech processing technology.”

Solving the Low Adoption Puzzle
Despite the wide availability of speech analytics technologies for several years, the contact center market has been woefully slow to adopt the solution, with most industry estimates indicating usage in only a fraction of centers. Industry studies, such as the “Contact Center Agent Performance Optimization (APO) End-user Survey” recently conducted by Frost & Sullivan, consistently point to the same factors for prohibiting wider spread speech analytics use, specifically:
• Total and hidden costs to implement and maintain are too high
• Over-complexity of the solutions
• Unclear immediate or enduring ROI
• Additional resources required to manage the tool and analyze/utilize results

“The primary barriers to speech analytics adoption in contact centers have been consistently cited by our customers and the market for many years,” said Rodney Kuhn, Envision’s CEO. “While most now understand the many benefits the technology has to offer, these barriers – led by the exorbitant total cost of ownership - have kept it largely out of reach to most contact centers. Those same barriers provided the motivation behind our developing Envision InteractionIQ. We took a fresh approach to develop a new speech analytics solution that is easy to implement, use and cost justify.”

Right-Sized Solution for Speech Analytics
Envision InteractionIQ gives the power of speech analytics to contact centers and enterprises of all sizes by including the core speech processing, capture, reporting and analysis capabilities needed to fully incorporate audio data into WFO analytics, but without some of the extravagant and largely underutilized “gadget” features that have perennially driven up the complexity and total cost of ownership of other speech analytics solutions.

Envision InteractionIQ is an integrated component of the Envision Centricity™ WFO platform, utilizing the same interfaces, administration and easy usability as the rest of the suite. This combination of break-through product characteristics and capabilities enables customers to easily apply speech analytics to countless business applications to achieve both immediate and long-term ROI for a fraction of the conventional upfront and total cost associated with speech analytics technologies.

With Envision InteractionIQ, customers can:
• Easily process, capture, search and analyze audio content from recorded interactions
• Identify profitable and/or costly products, services and customers
• Quickly identify and analyze center/business trends based on specified triggers
• Flexibly customize processing settings and capacity to “self-manage” total software and hardware costs
• Combine speech and other call/business criteria to automatically categorize and sort recordings to streamline evaluations and the entire quality management process
• Get valuable and actionable speech data when and as needed

Key Product Features and Benefits
Envision InteractionIQ provides contact centers with a number of features and benefits, including:
• Processing Filter. “Self-manage” the total cost of speech analytics by focusing processing power on the most pertinent and relevant interactions.
• Subscriptions. Set-up “saved searches” to have only filtered recordings including specific voice data delivered to an inbox to expedite review.
• Ad-Hoc Searches. Perform on-demand queries for new or specific terms as/when needed.
• Smart Tags. Set unlimited terms to be marked in all processed interactions for immediate reference and “click through” ability to recordings during review.
• Reporting. Incorporate voice data like any other disparate data source to customize reporting and make dashboard information more precise, targeted and meaningful.

Pricing and Availability
Envision InteractionIQ is available today and pricing begins at a fraction of current industry standard pricing for other speech analytics solutions. Pricing is heavily dependent on specific customer processing and application requirements. The solution is designed to allow low cost entry into speech analytics and scale as the business requires.

“Envision InteractionIQ represents a giant step forward in finally bringing the value of speech analytics mainstream for contact centers,” added Kuhn. “The ability to tightly integrate speech analytics with other core WFO suite components is no longer just an extravagant ‘nice to have,’ but rather an easily attainable option for dramatically improving agent performance, identifying key market and performance trends and gaining invaluable insight into the behaviors, needs and satisfaction of customers.”

Envision InteractionIQ is being launched and demonstrated June 1-2, 2009 at pedestal G4at the ICMI Contact Center Management Conference and Expo in Austin, Texas. For more information on Envision InteractionIQ, visit the Envision website.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #

Envision, Click2Coach and the Envision logo are registered trademarks of Envision Telephony, Inc. Envision InteractionIQ and Envision Centricity are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony to Launch New Speech Analytics Product at ICMI Contact Center Management Conference and Expo

Fri, 22 May 2009 00:00:00 PST

The next time you hear “this call may be monitored for quality assurance,” think Envision. The company announced today that it will launch their dynamic new speech analytics product at the ICMI Contact Center Management Conference & Expo, taking place June 1-3, 2009 in Austin, Texas. The new product will be less expensive and easier to use than other speech analytics products on the market today, and will streamline the process of capturing, searching and analyzing customer/agent speech data. Envision will demo the new product at the conference in booth G4, as well as release the name and more information on the new product on June 1, 2009.

“We are thrilled to be hosting the launch of Envision’s newest speech analytics product,” said Fiona Henderson, Executive Director of the event. “ICMI has long been a leader in the call center industry, and our conferences offer the ideal venue for exhibitors to reveal their newest creations. We look forward to providing our attendees with a ‘first look’ at this exciting industry offering.”

The Contact Center Management Conference & Expo is presented by the International Customer Management Institute (ICMI), one of the call center industry’s most respected organizations. The ICMI CCM Conference and Expo will take place June 1-3 at the Renaissance Austin Hotel. This year’s program will include five different site tours, highly interactive breakout sessions and totally fresh content that will focus on improvement, development and savings.

To register to attend this event, or to find out more about the conference, media registration, and exhibition opportunities, please visit http://www.icmi.com/CCM2009.

About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including: Membership, Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

About Think Services
Think Services connects specialized communities worldwide using educational events, consulting, training, certification, membership, and innovative media. Providing comprehensive opportunities for people to learn from, network with, and inspire each other, Think Services builds strong brands and works within communities to foster a unique affinity with its products and services. The division's flagship products include the Game Developers Conference, the Webby Award-winning Gamasutra.com, Game Developer magazine, the International Customer Management Institute (ICMI), and HDI. Think Services is a subsidiary of United Business Media, a global media and marketing services company with a market capitalization of more than $1.6 billion. To learn more, visit www.think-services.com.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

Envision Telephony Receives 2009 CRM Excellence Award from Customer Interaction Solutions Magazine

Mon, 11 May 2009 00:00:00 PST

Seattle —May 12, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced that Technology Marketing Corporation (TMC)’s, Customer Interaction Solutions® magazine (http://www.cismag.com/) has recognized Envision Centricity™ with a 2009 CRM Excellence Award. Customer Interaction Solutions has been the premier publication in the CRM, contact center and teleservices industries since 1982.

Envision Centricity is a web-based platform that unifies Envision’s core workforce optimization (WFO) solutions for the contact center, including Click2Coach®, the industry’s landmark quality management and coaching tool for optimizing agent and center performance. Envision Centricity provides management with powerful analytics and a consolidated dashboard to gather and aggregate information for proactive, predictive and preventive contact center and enterprise decision-making. With Envision Centricity, customers can easily align contact center key performance indicators with those of the organization with flexible, personalized and analytics-driven dashboards that “right-size” the amount and types of customer interaction data being captured and displayed.

“Envision has demonstrated to the editors of Customer Interaction Solutions that their products and services have substantially improved the processes of their clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset...their customers,” said Nadji Tehrani, founder and chairman of TMC, publishers of Customer Interaction Solutions.

Based on hard data, The CRM Excellence Award relies on facts and numbers demonstrating the improvements that the winner’s product has made in a client’s business. The Tenth Annual CRM Excellence Award winners have been chosen on the basis of their product’s or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.

“We are honored that Customer Interaction Solutions Magazine has recognized Envision Centricity with this award for excellence and believe it demonstrates the need for organizations to be able to analyze and fully utilize the valuable information coming in through the contact center to make more informed decisions both in the center and across the enterprise,” said Rodney Kuhn, CEO of Envision.

The 2009 CRM Excellence Award winners can be found in the May and June 2009 issues of Customer Interaction Solutions magazine.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Executive Direct Program Launches; Provides Contact Center Workforce Optimization Customers with "Bat Phone"

Mon, 06 Apr 2009 00:00:00 PST

Seattle —April 7, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced the launch of their Executive Direct program. Through this program, every customer has virtually immediate access to Envision’s executive management team as needed.

The latest example of Envision’s commitment to delivering uncompromising customer experience as a competitive advantage, the Executive Direct program represents the customer “Bat Phone,” providing every customer with a convenient means to quickly engage with the very top level of the company. In addition to the account management and support contacts already dedicated to every Envision customer, the Executive Direct program simply provides a customer insurance policy that holds Envision 100% accountable to fulfill their mission to not just satisfy, but delight every single customer.

“If at any time our customers feel as though their issues, questions, or needs are not being adequately addressed through their primary contacts, Executive Direct puts the power of escalation directly in their hands. It’s really that simple,” said Rodney Kuhn, CEO of Envision. “Of course we also welcome what has been the more frequent use of the program during its pilot, which has been customers simply wanting to acknowledge the great efforts of Envision employees they’re working with for exceeding their needs and expectations.”

With Envision Executive Direct, Envision’s customers receive:

• Immediate access to the Envision executive management team
• Flexible and convenient methods for initiating dialogue as needed
• Unfiltered, uncensored and direct avenues of communication
• Guaranteed response and handling from the Envision executive
team

“Envision’s Executive Direct program is a unique and innovative add-on to its overall approach to customer service,” said Paul Stockford, president of Saddletree Research. “Envision’s willingness to grant such unadulterated access to the very top level of the organization’s management underscores their commitment to ensuring a positive experience for every customer.”

The Executive Direct program offers every customer contact a phone, Web or email option for submitting their inquiry. When received, an appropriate member of Envision’s executive team, based on the nature of the inquiry, will respond directly to the request within 48 business hours, guaranteed.

Visit the Envision website for more information on the Executive Direct Program.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision to Host Webinar on Applying Time Management Principles to Increase Contact Center Effectiveness

Mon, 30 Mar 2009 00:00:00 PST

Seattle —March 30, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced a new webinar for contact center professionals and executives titled, “Apply Time Management Principles and Increase the Effectiveness of Contact Center Management” on April 8, 2009 at 10 AM Pacific. Attendees of the webinar will learn how to simplify their work load, move from “maintainer” to “gainer” and understand why doing ordinary things extraordinarily well is so critical in the contact center.

The webinar will be led by Connie Smith, an industry consultant for Envision and president of SpotOn Enterprises. During the webinar, Connie will describe time management principles that will increase effectiveness in the contact center. Participants in this live and interactive Web event will learn:

• How to identify and eliminate barriers of performance
• Why perfectionism is not a preferred method of execution
• How to leverage people, process and technology to get things done
• What tips are needed to tackle procrastination
• How to avoid “Karoshi”, a term the Japanese have coined meaning “death from overwork”

Over the last twenty years, Smith has been involved with all aspects of running contact centers and has helped world-class contact centers with building, relocation, mergers, assessments, vendor selection, metrics, telephone systems, CRM and CTI applications, performance management, customer service skill development, training initiatives, leadership skills as well as quality monitoring and coaching programs. During the course of her career, Smith has spoken at many contact center conferences such as Call Center Demo and Conference, BAI Smart Tactics, Call Center Summit, ACCE, CCSF, QATC, NBCCIA, IARE, ICCM, IQPC and NCOF offering her practical experience as a contact center leader and consultant.

To register for this event, click here.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Releases "Customer Centricity-Why Now More Than Ever" White Paper

Tue, 24 Mar 2009 00:00:00 PST

Seattle —March 24,2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced the release of a new white paper entitled “Customer Centricity—Why Now More Than Ever”. The white paper was authored by Dick Bucci, a senior consultant for The PELORUS Group (www.pelorus-group.com), where he specializes in contact center technologies. In the paper, Bucci explains exactly what customer centricity is and is not, what role contact centers play in demonstrating, driving, and owning this critical metric, and outlines the core processes and technologies required for building truly customer-centric contact centers and organizations.

In today’s economic climate it is imperative that contact centers, as well as other customer touch points inside and outside an enterprise make every effort to retain customers. In “Customer Centricity –Why Now More Than Ever,” Bucci delves into how organizations can make customer centricity more than a buzz term, but rather a well defined and measurable key objective that is tracked and analyzed, just as any other critical line item on the corporate balance sheet.

Bucci details the steps contact centers can take to ensure that delivering memorable customer experiences is a focal point for the enterprise, including:

• Understanding the economics of customer relationships
• Taking extra-good care of the elephants
• Taking the pulse of your customers
• Using metrics that cut to the heart of the customer experience
• Eliminating policies and practices that lead to dissatisfaction
• Empowering employees to handle exceptions and uncommon situations

“The importance of understanding, strengthening and preserving existing customer relationships has maybe never been more profound,” explained Jim Shulkin, Envision’s director of marketing. “This white paper helps companies, and contact centers in particular, identify and implement the steps to creating a culture of measurable customer centricity - from better management of the very first contact, to tools and processes that empower real-time action and drive customer retention.”

The white paper “Customer Centricity—Why Now More Than Ever” can be downloaded at www.envisioninc.com/whitepapers.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision to Lead Workshop at NCOF 2009 on the Insider's Guide to World Class Contact Centers: What You Need to Know

Thu, 19 Mar 2009 00:00:00 PST

Seattle —March 18, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced that Envision Industry Consultant Connie Smith will lead a workshop at the 2009 National Conference on Operations Fulfillment (NCOF 2009) titled, “Insider’s Guide to World Class Contact Centers: What You Need to Know,” on March 23, 2009 from 9 a.m. to 12 p.m. Pacific at the Rio All-Suite Hotel in Las Vegas, Nevada.

During the workshop attendees will learn:
   • The secrets that top-performing contact centers share.
   • How top-performing contact centers keep their employees
      happy, customers satisfied and company profits soaring.
   • How top-performing contact centers have increased performance
     and satisfaction resulting in legendary customer experiences that
     drive customer loyalty and retention.

Connie Smith, industry consultant for Envision and president of SpotOn Enterprises, has been involved in the contact center industry in various roles for more than 20 years. She leveraged her cumulative experience with all aspects of managing contact centers and became a consultant, helping more than 30 world-class contact centers with building, relocation, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

                                      # # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Expands Contact Center Workforce Optimization Offering with Envision Centricity 9.7

Tue, 10 Mar 2009 00:00:00 PST

Seattle —March 11, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced the immediate availability of Envision Centricity™ version 9.7, the latest release of Envision’s unified workforce optimization (WFO) platform for the contact center. Envision Centricity 9.7 enhancements include localization in both Spanish and German, full eLearning authoring functionality, and custom tagging capabilities for selective recordings.

With Envision Centricity 9.7, both Envision’s Spanish and German legacy and new customers can seamlessly upgrade to Envision Centricity in their own native language. The new release also adds clip authoring to complete the Web-based platform’s eLearning capabilities.

In addition, with Envision Centricity 9.7, customers utilizing selective recordings now have the ability to utilize the full custom tagging features for recordings that were previously only available to full time recording customers. With this feature, contact centers are able to identify and “tag” key fields and data from agent recordings and deploy robust reporting in order to analyze and leverage the information on an ad hoc or subscription basis, giving selective recording customers access to the same business intelligence and trending information once only available to those recording all calls.

“Completing localization on the latest version of our WFO platform for our growing Spanish- and German-speaking customer base was key to continuing our strong push in our international markets,” said Tom Aiello, Envision vice president of sales & marketing. “This release also includes features that take us another significant step forward in bridging the gap that still exists between monitoring for quality only and monitoring for the intrinsic business and decision-making value the interaction data can provide.”

Envision Centricity provides management with powerful analytics and a consolidated dashboard to gather and aggregate information for proactive, predictive and preventive contact center and enterprise decision-making. With Envision Centricity, customers can easily align contact center key performance indicators with those of the organization with flexible, personalized and analytics-driven dashboards that “right-size” the amount and types of customer interaction data being captured and displayed. By utilizing Envision Centricity, data becomes meaningful and transferable knowledge that allows decision-makers to identify and immediately react to trends that affect the contact center or other parts of the business.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Centricity Now Rated Avaya Compliant

Mon, 09 Feb 2009 00:00:00 PST

Seattle, WA. -Tuesday, February 10, 2009 — Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced that its Envision Centricity workforce optimization suite has been rated compliant with key contact center solutions from Avaya, a leading global provider of business communications applications, systems and services.

Envision Centricity helps businesses by providing management with powerful analytics and a consolidated dashboard to gather and aggregate contact center information for proactive, predictive and preventive contact center and enterprise decision-making. The application is now compliance-tested by Avaya for compatibility with Avaya Communication Manager and Avaya Application Enablement Services.

“Completing Avaya compliance testing for our newly released Envision Centricity platform is an important step to insuring integration and interoperability for our customers,” said Envision’s Director of Marketing, Jim Shulkin. “Developing solutions that are proven to work reliably and seamlessly with Avaya’s leading contact center technologies enables our customers to incorporate our solutions quickly, easily and cost-effectively, and uncover new ways to get more out of their communications infrastructures.”

Envision Telephony is a member of the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Gold member of the program, Envision Telephony is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

“By offering compliance testing to the many innovative companies like Envision Telephony who are members of our DevConnect program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities,” said Eric Rossman, vice president, developer relations and technical alliances, Avaya. “They are able to use Unified Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multivendor network and delivering new value to their bottom line.”

About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Receives INTERNET TELEPHONY Magazine's 11th Annual Product of the Year Award

Wed, 04 Feb 2009 00:00:00 PST

Seattle — February 5, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, announced today that Technology Marketing Corporation’s (TMC®) INTERNET TELEPHONY magazine (www.itmag.com) has named Envision Centricity™ as a recipient of its 2008 Product of the Year Award.

“Kicking off the year with Internet Telephony’s Product of the Year award provides further validation of our tremendous progress in delivering leading edge contact center workforce optimization solutions to market,” said Tom Aiello, Envision’s Vice President of Sales & Marketing. “Since launching Envision Centricity in September we have received numerous industry accolades for the quality, innovation and customer benefits offered by the new product platform and its ability to enable world class customer service.”

Envision Centricity is a Web-based workforce optimization (WFO) platform that unifies Envision’s core technology solutions for the contact center. Envision Centricity significantly expands performance management capabilities by capturing, aggregating and displaying valuable information at the agent, center and enterprise levels. It allows customers to easily align key performance indicators in the center with those of the organization by providing flexible, personalized and analytics-driven dashboards that “right-size” the amount and types of customer interaction data being captured and presented.

Data becomes meaningful and transferable knowledge that allows decision-makers to identify and immediately react to trends that impact the contact center and business.

A full list of Product of the Year winners will be published in the February 2009 issue of INTERNET TELEPHONY magazine, (www.itmag.com).

About INTERNET TELEPHONY magazine
INTERNET TELEPHONY has been the IP Communications Authority since 1998™. Beginning with the first issue in February of 1998, INTERNET TELEPHONY magazine has been providing unbiased views of the complicated converged communications space. INTERNET TELEPHONY offers rich content from solutions-focused editorial content to reviews on products and services from TMC Labs. INTERNET TELEPHONY magazine reaches more than 225,000 readers, including pass-along readers. For more information, please visit www.itmag.com.

About TMC
Technology Marketing Corporation (TMC) is an integrated global media company helping clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and IMS Magazine. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by three million unique visitors each month worldwide, according to Webtrends. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO, Call Center 2.0 Conference and Communications Developer Conference. For more information about TMC, visit www.tmcnet.com.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #
Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony Appoints New Director of Development

Wed, 04 Feb 2009 00:00:00 PST

Seattle — February 4, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced the appointment of Arun Thomas as director of development. Mr. Thomas reports directly to Rodney Kuhn, chief executive officer of Envision, and serves as a member of Envision’s senior management team.

As director of development, Mr. Thomas will lead Envision’s software engineering team and functions, with primary responsibility for the continued development, maintenance and design of the company’s core workforce optimization solutions. Mr. Thomas will also be charged with identifying and executing joint development projects with outside vendors.

"Arun’s vast management experience in the software industry and with technologies closely related to our own make him a compelling fit and invaluable addition to our team,” said Kuhn, “I am very pleased to have him on board and leading our development organization.

Before joining Envision, Mr. Thomas was director of engineering for Who’s Calling, Inc., where he managed a $2 million budget and directed a team responsible for software engineering. Mr. Thomas also served as manager of applications engineering at WatchMark Corp., where he managed a team of 60 designers, developers and support engineers, as well as a $5 million R&D budget. Mr. Thomas holds an MBA and a PhD in chemical engineering from John Hopkins University.

“I am extremely pleased to join the Envision team and look forward to driving the continued innovation and customer value that Envision has been so clearly and consistently recognized for in the contact center market for the past 15 years,” said Thomas.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity™, the company’s innovative workforce optimization (WFO) platform, fully integrates Envision’s landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance management and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

# # #
Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Centricity Named 2008 Product of the Year by Customer Interaction Solutions Magazine

Wed, 14 Jan 2009 00:00:00 PST

Seattle — January 14, 2009— Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced that Envision Centricity has been recognized by Technology Marketing Corporation's Customer Interaction Solutions (CIS) magazine, the leading publication covering CRM, call centers and teleservices, as a 2008 Product of the Year Award winner. Envision Centricity™ is a Web-based product platform that unifies Envision’s core workforce optimization (WFO) solutions for the contact center.

The editors of Customer Interaction Solutions based their selections on companies that display vision, leadership and attention to detail. The 11th Annual Product of the Year Award winners will be featured in the January 2009 issue of Customer Interaction Solutions magazine.

“I am pleased to honor Envision for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact center experience as well as ROI for the companies that use them,” said Nadji Tehrani, editor-in-chief of Customer Interaction Solutions.

Envision Centricity provides contact center and enterprise management with powerful analytics and a consolidated dashboard to gather and aggregate information for proactive, predictive and preventive decision-making. With Envision Centricity, customers can easily align contact center key performance indicators with those of the organization with flexible, personalized and analytics-driven dashboards that “right-size” the amount and types of customer interaction data being captured and displayed. By utilizing Envision Centricity, data becomes meaningful and transferable knowledge that allows decision-makers to identify and immediately react to trends that affect the contact center or other parts of the business.

“We are extremely gratified to win this award for Envision Centricity, as we believe it highlights the necessity of making the contact center an important source of information and intelligence for the entire enterprise,” said Rodney Kuhn, Envision’s CEO. “With the current economic climate, it is now more important than ever for businesses to utilize all the information they have available to them to ensure they are providing their customers with the products and services that they desire. Envision Centricity enables our customers to do exactly that.”

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to provide world-class customer service. Envision’s innovative product platform, Envision Centricity™, integrates the company’s landmark Click2Coach® offering (including Quality Monitoring and eLearning) with powerful analytics, performance management and workforce management tools that deliver robust and personalized workforce optimization (WFO) solutions to organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s values and makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision and Comunycarse Sign Strategic Partnership

Wed, 07 Jan 2009 00:00:00 PST

Seattle — January 7, 2009 — Envision Telephony, Inc., a leading global provider of workforce optimization solutions for the contact center and enterprise, today announced the signing of a strategic sales partnership with Comunycarse (http://comunycarse.com), a leading provider and distributor of customer service solutions, with offices throughout Spain and Portugal. Under the partnership, Comunycarse will add Envision’s contact center workforce optimization solutions to its suite of offerings.

“This partnership enables Comunycarse to offer our clients powerful, robust and scalable contact center workforce optimization solutions,” said Santiago Vaño, Managing Director at Comunycarse. “Envision is clearly positioned as a visionary contact center management solutions company and the Quality Monitoring, eLearning, Analytics and Workforce Management tools included in the suite represent significant advances for client service management.”

Envision’s call center software solutions enable supervisors to easily review customer interactions, evaluate agent skills and deliver training to improve agent performance and motivate agents to achieve peak performance. Targeted call center training can be sent directly to the agent’s desktop, making it possible to quickly improve performance, reduce ramp-up times and decrease handle times.

“The Comunycarse relationship is an extremely important part of Envision’s EMEA growth strategy,” said Tom Aiello, Envision’s Vice President of Sales & Marketing. “Comunycarse has established a leadership position in Spain by consistently delivering world-class technologies that are complementary to Envision’s, and within target markets that closely align with our own. We believe this will be a tremendous launching pad for Envision in this important and strategic European market.”

About Comunycarse
Comunycarse Network Consultants is a specialized service and client support company. Over 15 years experience and 800 satisfied clients in sectors such as finance, insurance, industry and telecommunications provide us with the necessary knowledge to assure success. Comunycarse performs and undertakes new technology projects, including contact center, business process management, document management, VOIP, Fax IP, interactive voice and optical recognition and unified messaging. Comunycarse has offices in Madrid, Barcelona and Lisbon and can be reached via phone at +34 91 749 87 02 or by email at info@comunycarse.com.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to provide world-class customer service. Envision’s innovative product platform, Envision Centricity™, integrates the company’s landmark Click2Coach® offering (including Quality Monitoring and eLearning) with powerful analytics, performance management and workforce management tools that deliver robust and personalized workforce optimization (WFO) solutions to organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s values and makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision and Avatel Technologies Ink Strategic Partnership

Mon, 10 Nov 2008 00:00:00 PST

Seattle — November 10, 2008— Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced the company has signed a technology partnership with Avatel Technologies, Inc. (http://www.avatel.us/), a provider of telecommunications equipment, systems and support. Avatel and Envision’s technology partnership enables Avatel to integrate Envision’s contact center software solutions with the telephony infrastructure offerings that Avatel markets as an Avaya Silver Partner.

“As one of the leading providers of small- and medium-size business communications solutions, we are always interested in providing our customers with options for doing business smarter,” said Jamie Wood, executive vice president for Avatel. “We believe partnering with Envision enables us to deliver a comprehensive and best-in-class solution to our contact center customers.”

Envision’s call center software solutions enable contact center supervisors to easily review customer interactions, evaluate agent skills, and deliver training to improve agent performance and motivate agents to achieve peak performance. Targeted call center training can be sent directly to the agent’s desktop, making it possible to quickly improve performance, reduce ramp-up times and decrease handle times.

“We are pleased to partner with Avatel to help deliver an integrated suite of contact center solutions to their customers,” said Rodney Kuhn, Envision CEO. “We believe this partnership will benefit small- to medium-size businesses that strive to deliver world-class customer service.”

About Avatel Technologies, Inc.
With a national focus on both sales and service, Avatel has developed an ever-expanding network of thousands of authorized technicians from coast to coast and all points in between. From system configuration and design to installation, user training, and maintenance, Avatel can guide you through all the steps involved in building your company's communications. Avatel’s in-house service professionals have the collective experience of over 135 years (some with as many as 30 years each) in the telecommunications industry, providing excellent pre- and post-sales technical service support to their customers. Avatel will leverage existing assets and define the necessary elements of telephony products and services to efficiently grow your business. Following the trends of telecom evolution and the move toward convergence of voice and data, Avatel is prepared to take advantage of the opportunities ahead. The company maintains a clear vision of current commitments through a core business philosophy: helping customers find smarter telecom solutions.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company, offering products and services that enable organizations to provide world-class customer service. Envision’s innovative product platform, Envision Centricity™, integrates the company’s landmark Click2Coach® offering (including Envision Quality Monitoring™ and Envision eLearning™) with powerful analytics, performance management and workforce management tools that deliver robust and personalized workforce optimization (WFO) solutions to organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s values and makes Envision the authority on delivering an uncompromising customer experience. Visit http://www.envisioninc.com/, email mailto:info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Click2Coach is a registered trademark, and Envision Telephony, Envision Centricity, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Announces Webinar on "How Web 2.0 Will Change the Way Contact Centers Do Business"

Thu, 30 Oct 2008 00:00:00 PST

October 30, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced the company will host a Webinar for contact center professionals entitled “How Web 2.0 Will Change the Way Contact Centers Do Business” on November 6, 2008, at 10 a.m. Pacific. Attendees will learn how the face of contact center operations is about to change and how management will have to adapt.

The Webinar will be presented by Paul Stockford, President and Chief Analyst at Saddletree Research. Saddletree Research, based in Scottsdale, Arizona, provides focused communications industry research, including analysis of market trends, issues, technologies, and companies in the Contact Center industry with special emphasis on emerging technologies and developing markets.

During the Webinar, Stockford will describe how the millennial generation, defined as those born between 1982 and 1997, will soon comprise an increasingly greater percentage of contact center employees. Their expectations of workplace and customer communications differ greatly from those of the generations they are replacing. Immersed in digital technology their entire lives, they look toward mobile communications and the Internet for communications and information - and will utilize those familiar tools in the workplace. Preparation for, and understanding of, Web 2.0 services will be key to embracing and taking advantage of the coming millennial revolution.

Participants in this live and interactive Web event will learn:
• Why a down economy is the ideal time to look at leveraging Web 2.0 strategies and tools
• Why the impact of Web 2.0 on the contact center of the future is undeniable and unavoidable
• What increasing roles social and collaborative networking sites, such as Twitter and eBlogger, play in the customer experience arena
• How contact centers that reinvent themselves will lead the pack in a Web 2.0/millennial world
• How to take full advantage of the benefits Web 2.0 has to offer the contact center

To register for this event, please visit: http://www.envisioninc.com/events.cfm.

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to provide world-class customer service. Envision’s innovative product platform, Envision Centricity™, integrates the company’s landmark Click2Coach® offering (including Quality Monitoring and eLearning) with powerful analytics, performance management and workforce management tools that deliver robust and personalized workforce optimization (WFO) solutions to organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s values and makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision Centricity is a trademark, and Click2Coach is a registered trademark, of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Included in Leading Analyst Firm's "Magic Quadrant for Contact Center Workforce Optimization"

Mon, 13 Oct 2008 00:00:00 PST

October 13, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced the company has been positioned in the Visionaries Quadrant of Gartner’s “Magic Quadrant for Contact Center Workforce Optimization,” published on September 26, 2008 and written by Jim Davies*.

Gartner evaluated the recently released Envision Centricity™, a web-based product platform that unifies Envision’s core workforce optimization solutions for the contact center, as a basis for its assessment of Envision’s “ability to execute” and “completeness of vision.”

According to the report, “The emergence of a WFO solution is a significant but predictable evolutionary step for the contact center software market. Increased organizational awareness surrounding the value proposition associated with WFO, combined with an expanding set of viable vendors, is fueling market adoption.”

To qualify to be evaluated in the Gartner Workforce Optimization Report, the vendors were required to be financially viable, have a solution that spans QM and WFM, in addition to e-learning or contact center performance management (CCPM), have some degree of integration among these core functional elements, have generated at least $5 million in total revenue during the past four quarters and have provided three references for WFM and QM deployments.

“It’s extremely gratifying to be placed in the Visionaries Quadrant in Gartner’s inaugural Magic Quadrant for Contact Center Workforce Optimization,” said Rodney Kuhn, Envision CEO. “It validates that Envision, as the first and still only company to have a fully integrated and organic WFO suite, is in position to lead this important market. The contact center is a significant source of information and intelligence for the entire enterprise and to help customers continuously coach agents and optimize process and business performance. This has never been as important with a long-term slowdown in the economy and our capability to help our customers retain their customers through improvements in proactive customer experience management.”

About Envision

Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to provide world-class customer service. Envision’s innovative product platform, Envision Centricity™, integrates the company’s landmark Click2Coach® offering (including Quality Monitoring and eLearning) with powerful analytics, performance management and workforce management tools that deliver robust and personalized workforce optimization (WFO) solutions to organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s values and makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

Magic Quadrant Disclaimer

The Magic Quadrant is copyrighted 2008 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Envision Centricity is a trademark, and Click2Coach is a registered trademark, of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

*Gartner "Magic Quadrant for Contact Center Workforce Optimization" by Jim Davies, September 26, 2008.

Envision Launches Envision Centricity to Unify Workforce Optimization Solutions at the Annual Call Center Exposition (ACCE)

Mon, 15 Sep 2008 00:00:00 PST

September 15, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced the immediate availability of Envision Centricity™, a Web-based product platform that unifies Envision’s core workforce optimization (WFO) solutions for the contact center. Envision Centricity significantly expands performance management capabilities by capturing, aggregating and displaying valuable information at the agent, contact center and enterprise levels.

“Perhaps now more than ever, it’s critical to the success and survival of businesses of all sizes to create, deliver and maintain a world-class customer experience,” said Rodney Kuhn, Envision CEO. “Envision Centricity delivers on our mission to help customers continuously optimize people, process and business performance. We enable them to align contact center and organizational objectives while closely measuring, managing and improving what really matters to their specific business.”

Envision Centricity provides management with powerful analytics and a consolidated dashboard to gather and aggregate information for proactive, predictive and preventive contact center and enterprise decision-making. With Envision Centricity, customers can easily align contact center key performance indicators with those of the organization with flexible, personalized and analytics-driven dashboards that “right-size” the amount and types of customer interaction data being captured and displayed. By utilizing Envision Centricity, data becomes meaningful and transferable knowledge that allows decision-makers to identify and immediately react to trends that affect the contact center or other parts of the business.

“Envision Centricity takes significant steps to make the contact center an important source of information and intelligence for the entire enterprise,” said Keith Dawson, Principal Analyst - Contact Centers, Frost & Sullivan. “Moving to a thin-client architecture means that users will be able to better leverage all the different data sources that flow through the contact center in all sorts of innovative ways. Envision seems to be taking what typically were siloed agent-facing applications and knitting them together into a well-crafted, integrated system. Most impressive is the way they've expanded on their analytics offering by making the consolidated dashboard the key to improving performance in both the center and the rest of the enterprise.”

Envision Centricity dashboards allow users to include items of importance rather than adapt to a one-size-fits-all, dictated view. Users can personalize and arrange items in a format that best suites their individual needs and optimizes personal efficiency. Real-time capture of agent interactions allows users to identify skill gaps and deliver timely information that leads to insight and profitable action.

Envision Centricity enables customer organizations to:

• Improve and analyze agent, contact center and business performance
• Automate a world-class agent coaching and development program
• Integrate contact center people, process and technologies
• Reduce administration and total cost of ownership
• Deliver reliable customer data to the enterprise

Paul Stockford, Chief Analyst for Saddletree Research, Inc. and industry-recognized authority on contact center technologies, added, “For 14 years Envision has steadily and organically built upon its pioneering quality monitoring and e-learning solutions. With Envision Centricity, the company is clearly throwing down the gauntlet in the mainstream integrated workforce optimization market. With thin client architecture and consolidated information dashboards among other advanced features, Envision has continued its legacy of using innovation as a competitive advantage. Combined with Envision’s solid reputation for stability and high-quality service, Envision Centricity provides a compelling and powerful option for organizations seeking state-of-the-art workforce optimization solutions.”

About Envision
Envision Telephony, Inc. is an award-winning contact center solutions company offering products and services that enable organizations to provide world-class customer service. Envision’s innovative product platform, Envision Centricity™, integrates the company’s landmark Click2Coach® offering (including Quality Monitoring and eLearning) with powerful analytics, performance management and workforce management tools that deliver robust and personalized workforce optimization (WFO) solutions to organizations worldwide. A commitment to unparalleled customer-centricity is at the center of the company’s values and makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

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Envision Centricity is a trademark, and Click2Coach is a registered trademark, of Envision Telephony, Inc. All other trademarks are the property of their respective owners.

Envision Telephony Announces Contact Center Leadership Roundtables for Baltimore, Charlotte, Columbus and Long Beach

Tue, 26 Aug 2008 00:00:00 PST

August 26, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced four new dates and locations for its 2008 roundtable series “Contact Center Leadership: What Makes Great Leaders So Great?” The roundtable and networking series will be in Columbus, Ohio, on September 23; Baltimore, Maryland, on October 16; Charlotte, North Carolina, on October 22; and Long Beach, California, on November 5. This networking event provides contact center leaders with fresh ideas, best practices and a renewed energy for managing a contact center workforce.

During the roundtable, attendees will hear how to:

• Build relationships with your most valuable assets – your workforce – and the rewards that will follow.
• Identify the 13 typical agent types and adjust your leadership style to optimize effectiveness.
• Get to the root of performance issues – is it because they can’t, they won’t, or they don’t know how?
• Use three critical agent needs as your base for growing great employees.
• Identify the 12 essential competencies to becoming a remarkable leader.

Registration and Other Upcoming Envision Roundtables

Registration for the roundtables is available at http://www.envisioninc.com/events_list.cfm?event_category_id=65&pageno=1.

For a complete schedule of events, visit www.envisioninc.com/events or e-mail events@envisioninc.com.

The roundtable series will be led by Connie Smith, chief evangelist for Envision. Smith has been involved in the contact center industry in various roles for more than 20 years. Her cumulative experience cuts across all aspects of managing contact centers. She has helped more than 30 world-class contact centers with building, relocations, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Telephony Products Earn Alcatel-Lucent Partner Certification

Tue, 19 Aug 2008 00:00:00 PST

Seattle — August 20, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that the Envision Performance Suite, a suite of integrated contact center solutions that includes quality monitoring, eLearning, workforce management and business intelligence, has been certified by the Alcatel-Lucent Alliance and Application Partner Program following rigorous testing. The Alcatel-Lucent Alliance and Application Partner Program supports companies worldwide that develop complementary applications that inter-work with Alcatel-Lucent enterprise IP infrastructure products, IP telephony products and communications applications.

The Envision Performance Suite™ has been certified by the Alcatel-Lucent Alliance and Application Partner Program on the following Alcatel-Lucent OmniPCX platforms: OmniPCX Enterprise and OmniTouch Contact Center. The Envision Performance Suite maximizes contact center efficiency and effectiveness through the seamless integration of Envision’s core applications, which provide a fully integrated set of management tools on a unified platform to improve agent effectiveness and call center and enterprise performance through workforce optimization. Certification of the products marks the completion of rigorous testing performed to ensure that Envision products are engineered to successfully integrate and operate in tandem with Alcatel-Lucent technology platforms.

“Earning Alcatel certification is an important achievement for Envision, as it demonstrates our continued focus on addressing the needs of a global marketplace,” said Rodney Kuhn, Envision CEO. “Organizations with investments in Alcatel-Lucent OmniPCX platforms can be confident in the successful and seamless integration of Envision’s world-class contact center workforce optimization solutions.”

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

1to1 Media on Oakley Customer Service

Wed, 13 Aug 2008 00:00:00 PST

Seattle- Oakley, the popular sport and lifestyle company, is known for its cutting edge product lines. The problem? Their 700,000 yearly inbound calls were resulting in 30 to 40 day delays before the calls could be reviewed with agents. The decision was made to implement Envision’s Click2Coach quality monitoring software. Now Oakley has been moving more of its training into e-learning modules, complete with quality scores, targeted feedback and coaching through clips sent to agents’ desktops. Oakley has since reduced new hire training time by 25% and decreased escalation by 70%. "Both numbers that we've maintained pretty steadily since 2005," they say. Agent performance and productivity has increased and Oakley has reduced its contact center costs as a result.

To Read the Original article by 1to1 click here.

Envision Announces 2008 Excellence Award Winners

Tue, 12 Aug 2008 00:00:00 PST

Seattle — August 12, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced the winners of its 2008 Envision Excellence Awards. The awards are given annually to organizations that best demonstrate success in utilizing Envision solutions to significantly transform their business by improving quality and/or business performance to deliver exceptional customer service, from contact center agents’ desktops to enterprise decision-makers.

Winners of this year’s awards included Blue Cross and Blue Shield of Nebraska, Blue Cross of Idaho, Citicorp Dienstleistungs GmbH, Nike Golf, Southwest Airlines Customer Relations and Rapid Rewards, SWM Kundenservice GmbH and Tiffany & Co.

“We are extremely excited and gratified to acknowledge the tremendous innovation, creativity and success our customers have achieved through the use of Envision solutions,” said Rodney Kuhn, Envision CEO. “This year’s Excellence Award recipients truly exemplify the ability to effectively improve performance and streamline operations within the contact center to deliver customer experience as a substantial competitive advantage.”

The following is a list of the award winners for Voice of the Customer, Workforce Optimization, European Excellence, Innovation, Spirit and Quality Monitoring and Coaching:

Blue Cross and Blue Shield of Nebraska
Blue Cross and Blue Shield of Nebraska, a mutual insurance company committed to delivering the health and wellness solutions that people value most, has been awarded the Envision Voice of the Customer Award for demonstrating excellence in proactively leveraging the voice of the customer across their enterprise to make changes that improve their business performance and deliver legendary customer experiences.

Blue Cross of Idaho
Blue Cross of Idaho, a leader in delivering innovative health care products, services and information to nearly 550,000 members, has been awarded the Envision Workforce Optimization Award for demonstrating excellence in scheduling, forecasting and managing their workforce to improve the efficiency and effectiveness of their contact center.

Citicorp Dienstleistungs GmbH
Citicorp Dienstleistungs GmbH, a subsidiary of the German Citibank, the market leader in consumer loans, has been awarded the Envision European Excellence Award for demonstrating excellence in leveraging best practices and resources for coaching, developing and evaluating agents.

Nike Golf
Nike Golf, passionately dedicated to honoring and respecting the traditions and heritage of the game, and to providing committed golfers with the absolute best equipment in the game in every product category, has been awarded the Envision Innovation Award for demonstrating excellence in market-leading innovation by leveraging Envision technologies within the enterprise to improve organizational efficiency and effectiveness.

Southwest Airlines Customer Relations and Rapid Rewards
Southwest Airlines Rapid Rewards and Customer Relations, the nation's leading low-fare carrier, has been awarded the Envision Spirit Award for demonstrating excellence in creating a high-performance culture. This customer exudes a high level of company spirit and has implemented a strategic program to build morale through motivating its contact center employees.

SWM Kundenservice GmbH
SWM Kundenservice GmbH, a supplier of energy, outstanding services, integrated local public transport systems and numerous public swimming pools, has been awarded the Envision European Excellence Award for demonstrating excellence in leveraging best practices and resources for coaching, developing and evaluating agents.

Tiffany & Co.

Tiffany & Co., a jeweler and specialty retailer, whose design offerings include an extensive selection of jewelry as well as watches and sterling silver, has been awarded the Envision Quality Monitoring and Coaching Award for integrating Envision solutions into the lifecycle of their quality program to optimize agent performance and deliver legendary customer experiences.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Telephony and Diagenix Strike Technology Partnership

Tue, 24 Jun 2008 00:00:00 PST

Seattle — June 24, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced the signing of a technology partnership with Diagenix, an innovative voice application company. The terms of the agreement call for Diagenix and Envision to integrate their products in order to provide a comprehensive hardware, software and services solution to Diagenix’s commercial and government contact center customers.

Through the partnership, Diagenix and Envision are providing the Defense Finance and Accounting Service (DFAS) with a turnkey full-time recording solution that will be installed first in its Cleveland center, followed by the DFAS Columbus and Indiana call centers. The solution will incorporate the Envision Performance Suite™, which includes recording, eLearning, and workforce management. The solutions will also include Envision Analytics™, which enables customers to measure, manage and improve precisely what matters to their respective center and business within a flexible and integrated dashboard.

“The partnership with Envision is a true win-win,” said Anton Arapoff, Diagenix President and CEO. “Envision call recording technology will enable us to widen our call center product offering as we further our commitment to partnering as a way to offer significant value to our commercial and government customers.”

“This strategic technology partnership is an important milestone for Envision,” said Rodney Kuhn, Envision CEO. “Under this partnership, Envision not only gains a leading technology partner but also greatly enhances our distribution and delivery capabilities in public sector markets.”

About Diagenix

Diagenix is an innovative voice application company that provides enterprise-class voice, speech, and IVR solutions that enable organizations to provide “anytime, anywhere” access to information and resources over the telephone and via the Internet. Diagenix makes voice- and web-based services and strategic tools for improving customer service, reducing costs and improving workforce productivity. Its customers include Fortune 500 organizations throughout the United States and Canada as well as government agencies. Diagenix products and services are sold and distributed through a direct sales organization and through select business partners.

For more information about Diagenix and its products and services, please visit http://www.diagenix.com or call 781.871.6624.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision's Chief Evangelist to Deliver Contact Center Leadership Session at ICSA Annual Summit in Denver

Tue, 17 Jun 2008 00:00:00 PST

Seattle — June 17, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Connie Smith, chief evangelist for Envision, will be presenting at the International Customer Service Association (ICSA) Fourth Annual Quality Summit, June 19, 2008 at Denver Botanic Gardens in Denver, Colorado. Smith will present “Resolve to be a Better Contact Center Leader – Here’s How” at 11:15 MDT.

During the presentation, Smith will describe to attendees:

How to build relationships with your most valuable assets – your workforce – and the rewards that will follow

What the 12 agent classifications are and why it’s important to identify and manage each type differently

How to utilize time management strategies to turn your reactive day into a proactive one

Get to the root of performance issues – is it because they can’t, they won’t, or they don’t know how?

Use three critical agent needs as your base for growing great employees

Smith has been involved in the contact center industry in various roles for more than 20 years. Her cumulative experience cuts across all aspects of managing contact centers and has helped more than 30 world-class contact centers with building, relocations, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.

More information regarding this event can be found at http://www.swiftpageemail.com/CSG.CSG/C080603205900/2/text.pdf

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

# # #
Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Hosts Dallas-Based Contact Center Best Practices Roundtable

Wed, 21 May 2008 00:00:00 PST

Seattle — May 21, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today its upcoming roundtable event to be held in Dallas, Texas, on June 25, 2008, at the Hilton Anatole. This roundtable session, hosted by Connie Smith, Envision’s chief evangelist, will provide contact center leaders with fresh ideas and renewed energy for managing a contact center workforce. In addition, guest speaker Jona Berta, manager of Southwest Airlines Customer Relations and Rapid Rewards Contact Center, will present “Are You Measuring What Matters in Your Quality Program?” during the roundtable.

Areas of discussion will include:

• Building relationships with your most valuable assets — your workforce — and the rewards that will follow
• Identifying the 13 typical agent types and adjusting your leadership style to optimize effectiveness
• Getting to the root of performance issues — is it because they can’t, they won’t, or they don’t know how?
• Using three critical agent needs as your base for growing great employees
• Learning the 12 essential competencies of a remarkable leader

Smith has been involved in the contact center industry in various operational management roles for more than 20 years. Her cumulative experience cuts across all aspects of managing contact centers. She has helped more than 30 world-class contact centers with building, relocations, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.

Envision Roundtable Registration
Registration is available online at http://www.envisioninc.com/events.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

# # #
Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Named 2008 American Business Awards Finalist

Tue, 20 May 2008 00:00:00 PST

Seattle —May 20, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Envision Analytics was selected as a finalist for the 2008 American Business Awards. The American Business Awards are the only national, all-encompassing awards program honoring great performances in business.

More than 2,600 entries from companies of all sizes and in virtually every industry were submitted for consideration in more than 40 categories including Best Overall Company, Best Executive, Best New Product or Service, Best Corporate Social Responsibility Program, and new categories including Best Management Team and Best Corporate Environmental Responsibility Program.

“It’s an honor to have been selected a finalist for a second consecutive year,” said Rodney Kuhn, Envision CEO. “Envision Analytics is an innovative solution that furthers Envision’s legacy of providing world-class contact center solutions, but acknowledgement as a finalist in the much broader American Business Awards competition is a testament to the key insights and value that Envision Analytics delivers to decision-makers across the entire enterprise.”

Selected as a finalist in the Best New Product or Service category for Computer Software, Envision Analytics™ provides a Web-based dashboard that consolidates customer interaction information from across the contact center. The dashboard combines disparate data sources into a single, comprehensive view, giving organizations superior and customized insight into contact center and enterprise performance.

“American Business Awards entries grew more than 30% this year, so being named a Finalist is more of an accomplishment than ever before,” said Michael Gallagher, founder and president of The Stevie Awards. “It means that independent business executives have agreed that the nominee is worthy of national recognition. We congratulate all of the Finalists on their achievement and wish them well in the competition.”

Details about The American Business Awards and the list of Finalists in all categories are available at http://www.stevieawards.com/aba/.

About The Stevie Awards
Hailed as “the business world’s own Oscars,” Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, The Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring companies of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about The Stevie Awards at www.stevieawards.com.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach (composed of Envision Quality Monitoring and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com
# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Announces 2008 Annual Customer Forum

Wed, 14 May 2008 00:00:00 PST

Seattle — May 14, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that the company’s annual Customer Forum will be held from July 14 to 16, 2008, at the Sheraton Seattle. The Envision Customer Forum is held annually to provide an opportunity for Envision customers to network, share best practices, and understand how others are improving enterprise performance and delivering legendary experiences using the voice of their customers.

The 2008 Customer Forum features presentations from Envision customers including Costco Wholesale, Southwest Airlines, Tiffany & Co., Blue Cross Blue Shield of Nebraska and others, who have all developed innovative ways to deliver consistently extraordinary customer experiences by leveraging Envision workforce optimization solutions. Renowned speaker Nolan Burris will present a keynote speech on “The Power of WOW!" The forum also includes interactive workshops and panel discussions enabling Envision customers to:

• Share successes and challenges with peers, while learning new ways to optimize performance.
• Discover how to use business intelligence, analytics and other contact center technology solutions to improve customer satisfaction and retention.
• Optimize contact center performance using the latest workforce management strategies and solutions.
• Learn the latest tips, tools and trends for improving agent effectiveness.

“This year’s Envision Customer Forum will be highlighted by prominent speakers, focused networking sessions, and expanded business and technical tracks, all designed to give our customers access to the latest best practices related to the contact center, as well as empower them to further use and increase their return on Envision solutions,” said Rodney Kuhn, Envision CEO. “The event has consistently proven to be an immensely valuable experience for our customers, as evidenced by the many return attendees each year, and provides Envision with a fantastic opportunity to ‘practice what we preach’ in terms of leveraging ‘the voice of our customers’ to ensure that our solutions are evolving to meet their changing and constantly expanding business needs.”

Envision Conference Registration
Registration is available online at http://www.envisioninc.com/2008_customer_forum_reg.cfm

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

# # #

Click2Coach is a registered trademark, and Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Awarded Frost & Sullivans 2008 North America Contact Center Speech Analytics Product Line Strategy Award

Wed, 30 Apr 2008 00:00:00 PST

Envisions Chief Evangelist Receives International Association of Reservation Executives (IARE) Excellence Award

Tue, 29 Apr 2008 00:00:00 PST

Seattle — April 29, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Connie Smith, Envision’s Chief Evangelist, has won the 2008 International Association of Reservation Executives (IARE) Spirit Award. The Spirit Award is given to an individual who has served on an IARE Committee and displayed the highest level of IARE support and spirit.

IARE was founded in 1985 by a group of hotel reservation center managers to facilitate the exchange of ideas and opportunities relevant to the profession. Each year the association hosts the IARE Excellence Awards to recognize outstanding individuals who contribute to the success of call centers in their organizations and drive the success of their companies.

“I am honored to be recognized as the 2008 IARE Spirit Award recipient,” said Connie Smith, Chief Evangelist, Envision. “The ongoing commitment to networking and sharing of industry best practices has established IARE as a leader in advancing operational excellence for businesses involved in taking consumer reservations and I’m privileged to play an active role in the organization’s past and continued success.”

Smith has been involved in the contact center industry in various roles for more than 20 years. Her cumulative experience cuts across all aspects of managing contact centers and has helped more than 30 world-class contact centers with building, relocations, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.

In her current role as Chief Evangelist for Envision, Smith leverages her wealth of experience in contact center operations and management to advise Envision customers on best practices in the areas of agent effectiveness, training, development and contact center performance optimization. She is a regular and popular featured speaker at various Envision and industry events, including the recent IARE Annual Conference. Smith will next speak at the ICSA Annual Summit on June 19th in Denver, CO.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Analytics, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision to Present Contact Center Best Practices at IARE Annual Conference

Thu, 17 Apr 2008 00:00:00 PST

Seattle — April 17, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Connie Smith, chief evangelist for Envision, will be presenting at the 2008 IARE Annual Conference & Exhibition, April 19, 2008 to April 23, 2008, at the Westin Gaslamp Quarter Hotel in San Diego, California.

Over the five day conference, Smith will give a pre-conference workshop, be the featured speaker in a best practices session and facilitate two roundtable sessions. On Sunday, April 20, Smith will conduct a pre-conference workshop titled, “Contact Center Leadership: What Makes Great Leaders So Great,” from 8:00 A.M. to 12:00 P.M. in the Balboa Room. She will also present “Quality Monitoring Best Practices” on April 22, from 9:00 A.M. to 11:00 A.M. in the Coronado Room.

Smith has been involved in the contact center industry in various roles for more than 20 years. Her cumulative experience cuts across all aspects of managing contact centers and has helped more than 30 world-class contact centers with building, relocations, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.

More information regarding this event can be found at http://www.iare.com/Conference/2008/main.html

About IARE

The International Association of Reservation Executives (IARE) was founded in 1985 by a group of hotel reservation center managers for the exchange of ideas and opportunities that were relevant to their profession. In 1993, IARE's members voted to expand their reach and change their name to include representatives from call centers throughout the travel industry -- including airlines, car rentals, cruise lines, riverboats, individual hotels and city convention and visitor bureaus -- throughout the world. The group known as the IARE has grown to include more than 100 member companies whose reservation activities span across the entire spectrum of the travel industry and whose reservation employees number in the many thousands. Within its membership lies a vast knowledge and experience with the travel reservations industry. IARE's ability to tap and share that knowledge and experiences accounts for a large measure of its value to its members.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Analytics, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision to Present Quality Monitoring Best Practices at CCNG Seminar

Tue, 25 Mar 2008 00:00:00 PST

Seattle — March 25, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Connie Smith, chief evangelist for Envision, will be presenting at the 2008 CCNG Member Seminar at the Wyndham Lisle Chicago Hotel & Executive Meeting Center on March 27, 2008. Smith’s presentation titled “Quality Monitoring Best Practices” will begin at 10:00 am in the SAVOY EF Meeting Room.

“We are extremely pleased that Connie Smith, a noted expert and veteran in the contact center world, will be offering our members an opportunity to hear first hand what it takes to implement a quality monitoring program that encompasses best practices and is aligned with business objectives that increases both employee and customer satisfaction,” said Lon Hendrickson, CCNG General Manager / Membership.

During Smith’s presentation, attendees will hear:

• How the evolution of quality has changed the way we monitor, evaluate and coach
• What key elements are needed to design an effective evaluation form
• How clear definitions are key to consistent servicing, scoring and calibrating
• How the latest technology can be leveraged for greater efficiency and effectiveness
• Who should evaluate and coach, as well as how often

Smith has been involved in the contact center industry in various roles for more than 20 years. She leveraged her cumulative experience with all aspects of managing contact centers and became a consultant, helping more than 30 world-class contact centers with building, relocation, mergers, assessments, vendor selection, workforce management, metrics, telephone systems, CRM and CTI applications, customer service skill development, training initiatives and quality programs.

More information regarding this event can be found at http://www.ccng.com/i4a/pages/index.cfm?pageid=4140

About CCNG
For people who manage and support customer care and contact center organizations, CCNG provides a unique network of professional peers and trusted advisors who actively share their knowledge and experience on all issues that impact performance. Since 1991 CCNG has had the unique focus of providing educational information and face-to-face networking through a membership organization. CCNG is the number one network for customer care professionals -- providing education and professional networking programs on a local, regional, and virtual basis. The common vision of CCNG Members throughout the network is to provide customer care professionals with the opportunity to give and get both knowledge and support from their professional peers and trusted advisors. CCNG membership is comprised of industry professionals, industry suppliers, and service providers. More information can be found at www.ccng.com.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Analytics, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Named One of the Largest Software Developers in Puget Sound

Mon, 03 Mar 2008 00:00:00 PST

Seattle — March 3, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that the company has been recognized by the Puget Sound Business Journal as one of the 25 largest software developers in Puget Sound. The journal conducts this study annually, based on private and public companies fiscal revenue’s throughout the Puget Sound area.

“In a region renowned for world class technology companies, our ability to remain one of the largest software developers for a second consecutive year is a testament to the increasing market demand for continuous improvement in contact center operations and performance,” said Rodney Kuhn, Envision CEO. “We expect our continued development of innovative solutions that optimize the customer experience, both inside the contact center and throughout the organization, to drive our continued growth and long-term presence on this premier list of recognized technology leaders."

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Analytics, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Honored with 2007 Product of the Year Awards

Mon, 28 Jan 2008 00:00:00 PST

Seattle — January 28, 2008 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and enterprise, announced today that Envision Analytics™ has received 2007 Product of the Year Awards from both Customer Interaction Solutions magazine (www.cismag.com), the leading publication covering CRM, call centers and teleservices since 1982 and INTERNET TELEPHONY® magazine, the VoIP Authority Since 1998™.

Envision Analytics is a Web-based dashboard that consolidates, analyzes and shares market, customer, contact center and enterprise data, providing a contextual view of enterprise performance. The dashboard combines disparate data sources into a single, comprehensive view, which allows enterprises to gain superior insight into their performance.

“Winning the product of the year awards from both Customer Interaction Solutions and Internet Telephony signifies an important milestone for Envision as we continue to deliver on our mission to consistently deliver world class contact center optimization solutions,” said Rodney Kuhn, Envision CEO. “Envision Analytics provides organizations with a comprehensive understanding of their customers, which empowers them to deliver superior customer service. It’s evident in the customer satisfaction and retention increases we routinely enable our customers to achieve.”

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions magazine has been the voice of the call/contact center, CRM and teleservices industries, helping the industry to grow, mature and prosper. Through its combination of cutting-edge original editorial copy, presentation of industry voices, in-depth lab reviews and recognition of innovative leaders via its highly valued awards, Customer Interaction Solutions strives to hold the quality bar high for the industry.

About INTERNET TELEPHONY magazine
INTERNET TELEPHONY has been the VoIP Authority since 1998™. Since the first issue in February of 1998, INTERNET TELEPHONY magazine has been providing unbiased views of the complicated converged communications space. INTERNET TELEPHONY offers rich content from solutions-focused editorial content to reviews on products and services from TMC Labs. INTERNET TELEPHONY magazine has a circulation of 225,000 including pass-along readers. For more information, please visit www.itmag.com.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Analytics, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Delta Hotels Improves Customer Service Productivity With Envision Performance Suite

Mon, 19 Nov 2007 00:00:00 PST

Seattle — November 19, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Delta Hotels, Canada’s leading first-class hotel management company, has improved customer service, increased sales and enhanced agent productivity since implementing the Envision Performance Suite. The Envision Performance Suite maximizes contact center efficiency and effectiveness through the seamless integration of Envision’s core applications: quality monitoring, eLearning, workforce management and business intelligence.

Delta Hotels Global Reservation Services (GRS) operates 24 hours a day, 365 days a year with a team of 140 Reservation Sales Agents providing a variety of high quality services to their guests. GRS agents also provide database management and marketing support services for Delta Hotels. Before deploying the Envision Performance Suite, Delta Hotels GRS used an outdated voice-only automated monitoring system and evaluated their agents using Excel spreadsheets. Since deploying the Envision Performance Suite, Delta Hotels has increased call conversion rates by four percent, representing millions of dollars in revenue for the company.

“We knew that in order to improve customer service we needed to find an integrated solution. With Envision’s screen capture capabilities we have greater visibility into how our Reservation Sales Agents are processing customer reservations,” said Perry Kendall, General Manager for Delta Hotels GRS. “Better insight allows us to improve the efficiency and effectiveness of these processes via training and individual coaching to increase time spent on customer calls which have a direct impact on sales.”

With Envision’s solution in place, Delta Hotels GRS delivers eLearning clips with annotations directly to Reservation Sales Agents’ desktops to address specific skill gaps. Within the system, GRS agents have the opportunity to evaluate their performance, improving communication between customer service representatives and their supervisors. Reservation Sales Agents can also listen to evaluated calls when it’s convenient, increasing their availability to take customer calls during peak times.

“Delta Hotels is a real life example of how when you put customer satisfaction first, companies, in turn, can reap benefits that positively affect the bottom line,” said Rodney Kuhn, Envision CEO.

About Delta Hotels
With a diversified portfolio of more than 40 city centre and airport hotels and resorts, Delta Hotels is the leading first-class hotel management company in Canada. Widely regarded as Canada’s brand of choice by guests and owners, Delta Hotels has also distinguished itself as an exemplary employer. Delta Hotels is the only hotel company to be recognized by the prestigious National Quality Institute with three Canada Awards for Excellence, including their highest honor, the Order of Excellence (2007). It has also been voted one of “The 50 Best Employers in Canada” by The Globe and Mail’s respected magazine, Report on Business (2001-2003, 2005-2007). For more information, visit http://www.deltahotels.com

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Vermont Teddy Bear Creates Successful Customer Service Foundation with Envision Click2Coach

Tue, 06 Nov 2007 00:00:00 PST

Seattle — November 6, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Vermont Teddy Bear Company, the leading manufacturer of handcrafted American-made teddy bears, has increased sales and significantly improved both agent performance and customer satisfaction since implementing Envision’s Click2Coach® quality monitoring solution. Click2Coach provides call center supervisors with the training, quality monitoring and evaluation tools they need to develop agents who have the skills and knowledge to provide consistently superior customer service.

Founded in 1984, Vermont Teddy Bear pioneered the Bear-Gram gift delivery service and is one of the top-rated stores on the Internet. The company is a Yahoo Shopping Five Star Merchant, with a 98 percent positive rating, and a BizRate.com Circle of Excellence Award winner.

Vermont Teddy Bear faces significant customer service challenges because its business has seasonal spikes; the company expands from 45 customer service agents up to 700 during holiday periods. Vermont Teddy Bear prides itself on delivering stellar customer service, so it selected Click2Coach because it offered a reliable, scalable solution that could support its call volume and evolve as the business grew.

“Click2Coach has been instrumental in maintaining high customer satisfaction levels,” said Anthony D’Andrea, quality control and customer service coach for Vermont Teddy Bear. “This solution has been the foundation for creating a successful customer and agent experience and therefore directly affects the bottom line.”

Since implementing Click2Coach, Vermont Teddy Bear reports that customer satisfaction is at an all-time high. With Envision e-Learning™ clips from Click2Coach, Vermont Teddy Bear is able to quickly train its expanding core of agents and coach them to cross-sell and up-sell potential customers. In addition, Vermont Teddy Bear supervisors are now using Envision’s automated evaluations to improve the efficiency and effectiveness of employee evaluations.

“We are very pleased to have partnered with Vermont Teddy Bear to enable them to ask their customers the right questions at the right time, thereby ensuring the best possible customer service,” said Rodney Kuhn, Envision CEO.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Partners with CFI Group For Optimizing Customer Satisfaction and Fueling Business Growth

Tue, 30 Oct 2007 00:00:00 PST

Seattle — October 30, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today a strategic marketing alliance with CFI Group, a leader and global provider of customer satisfaction research and consulting. Envision and CFI are aligning to help customers quantify the value of customer satisfaction (CSAT) and identify ways to make cus¬tomer satisfaction truly and predictably impact financial performance. This CSAT joint solution provides an automated and consistent way to integrate customer feedback to optimize performance.

“CFI brings the prestige and authority of the American Customer Satisfaction Index (ACSI) to Envision’s solutions,” said Rodney Kuhn, CEO, Envision. “Working with them allows our customers to increase employee satisfaction and retention and integrate customer feedback 24/7. This is an essential element to evaluating the customer experience in any organization.”

The CSAT solution provides an immediate, turnkey solution delivered via IVR, e-mail or phone. The solution applies the analytic power of the ACSI, an internationally recognized and proven methodology used by the University of Michigan’s National Quality Research Center (NQRC), to benchmark customer satisfaction levels at Fortune 1000 companies on a quarterly basis.

“Teaming with Envision allows us to leverage product differentiation—we now can offer a remediation solution rather than just measurement,” said Terry Redding, Director Product and Business Development, CFI. “By working with Envision, we gain expertise in the contact center, which is a growing area of focus for us.”

About CFI Group
Founded in 1988, CFI Group is a global provider of customer satisfaction measurement and management services in 12 offices across 4 continents. CFI Group holds a patent on the American Customer Satisfaction Index (www.theACSI.org) methodology to help clients establish a precise measure of profitable customer satisfaction, develop strategies to improve the financial value of the customer asset, and increase shareholder value.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision, Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Named to Software Magazines 25th Annual Software 500

Tue, 23 Oct 2007 00:00:00 PST

Seattle, WA — October 23, 2007 – Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today its inclusion on the Software Magazine’s Software 500 ranking of the world’s largest software and service providers, now in its 25th year. Envision was ranked number 396.

“Being named as one of the world’s largest software companies by Software Magazine is a distinguished honor,” said Rodney Kuhn, Envision CEO. “Envision continues to deploy our products to Global 2000 companies across all industries and our scalable solutions are continually evolving to cater to the needs of our growing customer base.”

The Software 500 is a revenue-based ranking of the world’s largest software and services suppliers targeting medium to large enterprises, their IT professionals, software developers and business managers involved in software and services purchasing. The ranking is based on total worldwide software and services revenue for 2006. This includes revenues from software licenses, maintenance and support, training and software-related services and consulting. Suppliers are not ranked on their total corporate revenue, since many have other lines of business, such as hardware. The financial information was gathered by a survey prepared by King Content Co. and posted at www.Softwaremag.com, as well as from public documents.

“The Software 500 helps CIOs, senior IT managers and IT staff research create the short list of business partners,” says John P. Desmond, editor of Software Magazine and Softwaremag.com. “It is a quick reference of vendor viability. That is content of value.” Some 37 percent of the 2006 Software 500 companies are privately held.

About Digital Software Magazine, the Software Decision Journal, and Softwaremag.com

Digital Software Magazine, the Software Decision Journal, has been a brand name in the high-tech industry for nearly 30 years. Softwaremag.com, its Web counterpart, is the online catalog to enterprise software and the home of the Software 500 ranking of the world’s largest software and services companies, now in its 25th year. Software Magazine and Softwaremag.com are owned and operated by King Content Co.

About King Content Co. and the Software Marketing Perspectives Conference & Expo

King Content Co., owner of Software Magazine, is holding a one-day Software Marketing Perspectives Seminar & Expo at the Hyatt Regency Austin on Town Lake, on Oct. 23, 2007. To register, go to www.smpevent.com. The event offers a spin-free zone where VPs and directors of technology product management, primarily from the software industry, can share experiences and network with each other.

The fourth annual Software Marketing Perspectives Conference & Expo will be held at the Santa Clara Convention Center, Santa Clara, Calif., from May 7-9, 2008. Watch the event Web site for program information.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

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Click2Coach is a registered trademark, and Envision, Envision Quality Monitoring, Envision eLearning, and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Receives "Positive" Rating in Leading Analyst Firm's Contact Center Quality Management MarketScope Report

Tue, 09 Oct 2007 00:00:00 PST

Seattle, WA — October 9, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today it has received a “Positive” rating in Gartner’s “MarketScope for Contact Center Quality Management, 2007” published on September 14, 2007, and authored by Jim Davies¹.

To qualify to be evaluated in the Gartner Report, the vendors were required to be actively selling call recording and agent evaluation software to call centers for Quality Monitoring, must have signed more than 10 new customers in the past 12 months and generated more than five million from Quality Monitoring revenue in 2006.

A Gartner MarketScope "positive" rating indicates that the vendor “demonstrates strength in specific areas, but is largely opportunistic.” Customers should “continue incremental investments” and potential customers should “put this vendor on a shortlist of tactical alternatives.”

“I am extremely pleased about Envision’s positive ranking,” said Rodney Kuhn, CEO of Envision. “We look forward to continuing to provide customers with outstanding quality monitoring solutions and by doing so growing our market share.”

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated
solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

MarketScope Disclaimer

The MarketScope is copyrighted September 2007 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Click2Coach and SpeechMiner are registered trademarks, and Envision Analytics, Envision Quality Monitoring, Envision eLearning, Envision and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

¹ Gartner "MarketScope for Contact Center Quality Management, 2007" by Jim Davies, September 14, 2007.

Envision Telephony Announces Envision Analytics for the Enterprise

Mon, 10 Sep 2007 00:00:00 PST

Seattle, WA — September 10, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today the immediate availability of Envision Analytics™, a web-based platform-agnostic dashboard that consolidates, analyzes and shares market, customer, contact center and enterprise data, providing a contextual view of enterprise performance.

"Contact center performance is traditionally viewed from a very operational perspective. The context of an interaction between a customer and agent is currently not taken into account during most agent performance assessments," said Jim Davies, research director at Gartner, Inc. "By understanding who the customer is and what their needs and concerns are, organizations can begin to supercharge their performance management initiative."

Envision Analytics includes:

• Analytic dashboard that drives efficiency and reduces costs. Envision Analytics consolidates performance data across multiple systems and delivers key insights to decision-makers across the enterprise. A centralized, dynamic dashboard provides consistent information to those who need to take action to improve performance, from coaching and developing agents to adjusting marketing programs. A single access point saves time and reduces costs associated with retrieving reports from disparate systems.

• Effective analysis that improves decision-making. Envision Analytics identifies patterns, trends and relationships in customer and contact center data. With Envision Analytics, enterprises can perform customer experience analysis to understand how people and processes can work together to deliver exceptional service. Segmented recording analysis provides a cradle-to-grave view of the customer experience, from initial agent contact to back-office transfers.

• Flexible, in-depth ad-hoc reporting capability. Envision Analytics leverages Microsoft Reporting Services’ powerful ad-hoc reporting tool that enables business users to create their own reports and explore corporate data. The report builder incorporates a user-friendly business query model that enables users to build reports without deep technical understanding of the underlying data sources.

• Multidimensional performance reporting that provides a 360-degree view. Envision Analytics provides users with an easy-to-use personalized dashboard. Components can be personalized within the dashboard to provide the most appropriate information for how each user works. Because customer, business, and operational goals and data can be integrated easily into the dashboard, users can compare actual performance against desired outcomes. In addition, role-specific analysis delivers relevant and timely information to key decision-makers.

• Seamless integration with Envision™ SpeechMiner^®. With Envision Analytics, enterprises can search and analyze unstructured data collected in recorded customer conversations. From the dashboard users can 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; and quickly transform unstructured customer conversations into the intelligence required to improve performance. The solution’s web-based dashboard makes it easy to share the emotion of customers by describing their experiences in their own words.

"The bottom line for any successful enterprise is pleasing your customers through superior products and services," said Rodney Kuhn, Envision CEO. "Envision Analytics will help users quickly identify and investigate emerging daily or weekly trends that will lead to specific timely action to ensure that customer satisfaction is maintained."

Envision Analytics enables enterprises to:

• Gain real-time insight and take action to optimize performance

• Improve first-call resolution by rapidly identifying service and quality issues

• Drill down into customer interactions to understand the root cause

• 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 performance using key performance indicators and customized scorecards

• Identify top performers and underachievers

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach and SpeechMiner are registered trademarks, and Envision Analytics, Envision Quality Monitoring, Envision eLearning, Envision and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Named as Finalist in 2007 American Business Awards

Tue, 21 Aug 2007 00:00:00 PST

Seattle — August 21, 2007— Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Envision’s Identity Protection™ solution was selected as a finalist for the 2007 American Business Award. Hailed as “the business world’s own Oscars” by the New York Post, the American Business Awards are the only national, all-encompassing awards program honoring great performances in business.

More than 2,000 entries from companies of all sizes and in virtually every industry were submitted for consideration in more than 40 categories, including Best Overall Company, Best Executive, Best New Product or Service, and Best Corporate Social Responsibility Program.
Envision’s Identity Protection solution was selected as a finalist in the Best New Product or Service category for Telecommunications. The solution provides contact centers with a secure and cost-effective way to protect the sensitive customer data captured in millions of customer-agent interactions that occur daily. The solution reduces the risk of costly identity theft and brand erosion. By deploying Envision’s Identity Protection solution, enterprises can protect dates of birth, Social Security numbers and driver’s license numbers as well as credit card, bank account and phone-card numbers within quality-monitoring and business-intelligence applications.

“Being named a finalist in the American Business Awards is an important achievement,” said Michael Gallagher, founder and president of the Stevie Awards, the overall awards program of which the American Business Awards are a part. “It means that independent business executives have agreed that the nominee is worthy of national recognition. We congratulate all of the finalists on their achievement and wish them well in the competition.”

Details about the American Business Awards and a list of finalists in all categories are available at www.stevieawards.com/aba.

“I am honored that Envision’s Identity Protection solution was chosen as a finalist for this coveted award,” said Rodney Kuhn, Envision CEO. “This award is indicative of Envision’s commitment to continually deliver innovative products to the contact center industry and add value for our customers.”

About the Stevie Awards
The Stevie Awards comprise four awards programs: the American Business Awards, the International Business Awards, the Stevie Awards for Women in Business and the Selling Power Sales Excellence Awards. Honoring companies of all types and sizes as well as the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.stevieawards.com.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.
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Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Telephony Receives 2007 Members Choice Award from ContactCenterWorld.com

Tue, 14 Aug 2007 00:00:00 PST

Seattle, WA — August 14, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that it has received a 2007 Members’ Choice Award from ContactCenterWorld.com for “First Class Customer Service in Americas” in the Recording/Quality Monitoring category.

Companies named a First Class Customer Service Award winner achieved outstanding marks in the awards program and were recognized as one of the best in the industry. The fifth annual Members’ Choice Awards showcases the best industry vendors as voted for by their customers. There are no judges except the end users, and the winners are those who can clearly demonstrate satisfied clients.

As a leader in helping companies deliver world-class customer service, Envision offers a global, dedicated team of experienced technical, training and support professionals and consultants who have the knowledge, skills and solutions needed to quickly analyze and address their customers’ unique business needs. To ensure that every customer achieves the greatest value from its call center software solutions, Envision provides predictable implementation services and training, industry-leading support and business consulting services.

“We are extremely gratified to win an award based on the votes of our customers,” said Rodney Kuhn, Envision CEO. “Envision’s solutions have earned the highest customer satisfaction ratings in the industry, and it is our mission to continue to deliver legendary customer experiences to our customers.”

Raj Wadhwani, president of ContactCenterWorld.com, added, “This is the fifth year we have worked with the industry to recognize the very best vendors. There are too many awards given out that have no substance—the Members’ Choice Awards is based entirely on customer feedback and satisfaction, and those companies who win are the ones the industry should support. We are proud to recognize Envision for their first-class customer service achievement.”

About ContactCenterWorld.com
ContactCenterWorld.com provides world-class research, conferences and a customer-focused website for contact center industry professionals. As a worldwide leader in connecting businesses, vendors and people, our goal is to provide exceptional customer service, innovation in technology and growth opportunities to those we serve. With a membership of over 102,000 strong, the ContactCenterWorld.com brand is synonymous with innovation, leadership, creativity and support. For more information, go to http://www.ContactCenterWorld.com.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com
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Click2Coach is a registered trademark, and Envision, Envision Quality Monitoring, Envision eLearning, and the Envision Telephony logo are trademarks of Envision Telephony

Delta Hotels Wins Manager Excellence Award from International Association of Reservation Executives (IARE)

Tue, 07 Aug 2007 00:00:00 PST

Seattle — August 7, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Perry Kendall, General Manager for Delta Hotel Global Reservation Service, has won the 2007 International Association of Reservation Executives (IARE) Manager Excellence Award.

IARE was founded in 1985 by a group of hotel reservation center managers to facilitate the exchange of ideas and opportunities relevant to the profession. Each year the association hosts the IARE Excellence Awards to honor those who have exceeded expectations in the areas of job performance, team development, customer service and even community service.

The recipient, Perry Kendall, has over 15 years of hotel industry leadership experience. He has held this position since 2001 and has worked in leadership roles with both Delta Hotels and Fairmont Hotels & Resorts.

“I am honored to win this prestigious award,” said Kendall. “Using Envision’s software has allowed our team to effectively evaluate, coach and develop agents to optimize their performance. Ultimately, this yields satisfied customers, which is our principal focus at Delta Hotels.”

Delta Hotels implemented the Envision Performance Suite™ in 2004. With the solution, Kendall and his team have successfully improved customer service, agent productivity and call conversion rates while decreasing employee turnover.

About Delta Hotels
With a diversified portfolio of 40 city center and airport hotels and resorts, Delta Hotels is the leading first-class hotel management company in Canada. Widely regarded as Canada’s brand of choice by guests and owners, Delta Hotels has also distinguished itself as an exemplary employer to its more than 7,100 employees. Delta Hotels is the only hotel company to be recognized by the prestigious National Quality Institute with two Canada Awards for Excellence, one for quality (2000) and the other for a healthy workplace (2004). It was also voted one of the 50 Best Employers in Canada by The Globe and Mail’s respected magazine Report on Business from 2001 to 2003 and from 2005 to 2007. Delta Hotels is wholly owned by Fairmont Raffles Holdings International, which operates over 120 hotels worldwide under the Fairmont, Raffles, Swissôtel and Delta brands.

About Envision Performance Suite™
The Envision Performance Suite maximizes contact center efficiency and effectiveness through the seamless integration of Envision’s core applications: quality monitoring, eLearning, workforce management and business intelligence.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

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Click2Coach is a registered trademark, and Envision, Envision Telephony, Envision Performance Suite, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Named One of the Top Software Developers in Puget Sound

Tue, 31 Jul 2007 00:00:00 PST

Seattle, WA — July 31, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that the company has been recognized by the Puget Sound Business Journal as one of the top software developers in Puget Sound. The Journal ranked software developers based on 2006 gross revenue. Envision ranked number 16.

“We are honored to be named one of the top software developers in Puget Sound. We believe this recognition is both a reflection of the demand for contact center solutions that help companies provide legendary customer experiences—from agent desktops to enterprise delivery—and a recognition of the innovation and dedication of our employees,” said Rodney Kuhn, Envision CEO. “We have been pleased with the recognition we have received to date for our workforce optimization solution, which includes analytics, performance management, workforce management, quality monitoring and eLearning that help customers increase revenue, reduce costs and optimize customer satisfaction.”

Customer Inter@ction Solutions magazine, Call Center magazine and Communications Solutions magazine have all named Envision’s Identity Protection™ solution as a 2006 Product of the Year.

The Puget Sound Business Journal ranking of the “Top Software Developers” is in the May 18, 2007 issue of the journal.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com
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Click2Coach is a registered trademark, and Envision, Envision Telephony, Envision Quality Monitoring, Envision eLearning, Envision Identity Protection and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

VSP Vision Care Delivers Efficient and Effective Service, Optimizing Customer Satisfaction with Envision Performance Suite

Tue, 24 Jul 2007 00:00:00 PST

Seattle — July 24, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that VSP, the nation’s largest provider of eyecare coverage, has reduced costs and improved efficiency while continuing to deliver exceptional customer service using the Envision Performance Suite™. VSP relies on Envision’s workforce optimization software to evaluate, coach and develop their agents to optimize performance and customer satisfaction.

VSP, with 48 million members nationwide, manages more than 100 health plans, from overall eye health and wellness needs to advanced vision correction procedures. “At VSP, we have always put our customers first,” said Morris Branson, quality assurance supervisor. “Upgrading our Envision system to include Envision Agent Desktop, Envision eLearning and reporting has allowed us to consolidate how we evaluate, coach and develop our agents.” VSP reports that in the first year since enhancing their Envision system, they expect a return-on-investment of more than $266,000 and have achieved the following results:

-Customer service representatives (CSRs) spend 75 percent less time away from their desks reviewing calls;

-CSR inquiries have been reduced by 50 percent;

-Audit processing time has been reduced by 20 percent;

-Supervisors’ time to develop, coach and evaluate agents has been reduced by 40 percent;

-And, improved evaluation, scoring and auditing processes has enhanced communication and center performance.

Historically, the company evaluated, developed and coached agents using a manual process. The process required supervisors to spend time reviewing paper-based evaluations and agents to attend classroom-style coaching sessions that forced them to spend time away from their desks. Agents’ performance was evaluated using ineffective auditing and scoring processes. With the Envision Performance Suite, VSP managers can deliver CSR evaluations and coaching packages directly to agents’ desktops providing immediate feedback for positive agent-customer interactions and can address knowledge gaps or service issues quickly. Branson continues, “Our performance has improved because CSRs enjoy the flexibility and efficiency of reviewing evaluated calls at their desks and they are more prepared for supervisor-led coaching sessions.”

“Healthcare providers need to manage service costs, plan complexity and accommodate growing customer demand for better, faster service,” said Rodney Kuhn, Envision CEO. “We are pleased that VSP has expanded their partnership with us to increase the efficiency and effectiveness of their service delivery.”

About Envision Performance Suite
The Envision Performance Suite maximizes contact center efficiency and effectiveness through the seamless integration of Envision’s core applications: quality monitoring, eLearning, workforce management and business intelligence.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony, Envision Performance Suite, Envision eLearning, Envision Quality Monitoring and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Telephony, Inc. Honors Contact Center Visionaries

Tue, 17 Jul 2007 00:00:00 PST

SEATTLE - July 17, 2007 - Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that ActiveHealth Management, Borders Group, Inc., Capital District Physicians’ Health Plan, Inc., Circles, Great Lakes Educational Loan Services, Inc., and Lufthansa GlobalTeleSales have been named the winners of the 2007 Envision Excellence Awards. The awards honor companies using Envision’s solutions that have transformed their businesses by efficiently and effectively improving their performance to deliver exceptional customer service from agents’ desktops to enterprise decision-makers.

”I am honored to announce the winners of our second annual Envision Excellence Awards,” said Rodney Kuhn, CEO of Envision. “Each of these winners has demonstrated vision and leadership and has leveraged technology to optimize customer satisfaction, reduce costs and increase revenue.”

The following is a list of the award winners:

ActiveHealth Management

ActiveHealth Management, a clinically-based, technology-driven health management services company, has been awarded the Voice of the Customer Award for demonstrating excellence in proactively leveraging the voice of the customer across their enterprise to make changes that have improved performance and optimized customer satisfaction.

Borders Group, Inc.

Borders Group, Inc., a leading global retailer of books, music, movies, and gift and stationery items, has been awarded the Envision Quality Monitoring and Coaching Award for demonstrating excellence in applying Envision’s solutions for coaching and developing its quality life cycle program to improve agent effectiveness and customer satisfaction.

Capital District Physicians’ Health Plan, Inc.

Capital District Physicians’ Health Plan, Inc., an independent, not-for-profit health plan, has been awarded the Envision Spirit Award for demonstrating excellence in creating a high-performance culture. CDPHP exudes a high level of company spirit and has implemented a strategic program to continually and consistently motivate contact center employees.

Circles

Circles, a loyalty and experiential marketing company, designs customer loyalty programs for top-performing companies. The services they provide, including concierge, experiences and events, are designed to truly wow customers. The company has been awarded the Envision Technical Award for market-leading technical innovation that supports exceptional service delivery.

Great Lakes Educational Loan Services, Inc.

Great Lakes Educational Loan Services, Inc., one of the nation’s largest providers of student loan services, has been awarded the Envision Workforce Optimization Award for demonstrating excellence in scheduling, forecasting and managing their workforce to efficiently and effectively process student loans.

Lufthansa GlobalTeleSales

Lufthansa GlobalTeleSales is a 100% subsidiary of Lufthansa AG, one of the world’s largest airlines. Lufthansa GlobalTeleSales has been awarded the Envision European Excellence Award for demonstrating excellence in leveraging best practices and resources for coaching, developing and evaluating agents across multiple centers.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

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Click2Coach is a registered trademark of Envision. Envision, Envision Telephony, Envision Quality Monitoring, Envision eLearning and the Envision Telephony logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Receives 2006 Product of the Year Awards from Communications Solutions

Tue, 29 May 2007 00:00:00 PST

Seattle, WA — May 30, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Technology Marketing Corporation’s (TMC) Communications Solutions (www.tmcnet.com/comsol) has named Envision’s Identity Protection™ solution and Envision’s Performance Suite™ as recipients of a 2006 Product of the Year Award. The seventh annual Communications Solutions Product of the Year Award recognizes the vision, leadership and attention to detail that are the hallmarks of the prestigious award. The most innovative products and services brought to market in 2006 have been selected as recipients of this year’s Communications Solutions Product of the Year Award for their groundbreaking achievement.

Envision’s Identity Protection solution provides contact centers with a secure and cost-effective way to protect sensitive customer data captured in millions of customer-agent interactions that occur daily. The solution reduces the risk of costly identity theft and brand erosion. By deploying Envision’s Identity Protection solution, enterprises can protect dates of birth, Social Security numbers and driver’s license numbers, as well as credit card, bank account and phone-card numbers, within quality monitoring and business intelligence applications.

The Envision Performance Suite maximizes contact center efficiency and effectiveness by seamlessly integrating Envision’s core applications: quality monitoring, eLearning, workforce management and business intelligence. Envision recently launched Envision Performance Suite 9.0, featuring next-generation IP and recording enhancements that deliver greater flexibility and scalability, as well as reducing total cost of ownership. Envision Performance Suite 9.0 provides enhanced access to vital customer intelligence by quickly transforming recorded customer-agent interactions into actionable knowledge that can be used by the enterprise to improve customers’ experience.

“I am pleased that Communications Solutions has chosen both Envision’s Identity Protection solution and Envision’s Performance Suite as Product of the Year,” said Rodney Kuhn, Envision CEO. “Envision strives to deliver innovative software solutions and this prestigious award solidifies that our solutions are at the forefront of the industry. Not only are we helping companies drive improved business results using the voice of the customer, but we’re also helping them with identity protection measures that, if not taken, could devastate their company.”

“Envision has been recognized with two 2006 Product of the Year Awards for their excellence in technological advancement and application refinement,” said Rich Tehrani, TMC President and Group Editor-in-Chief of Communications Solutions, “Envision has proven they are committed to quality and excellence in solutions that benefit the customer experience as well as ROI for the companies that use them. I am pleased to honor their hard work and accomplishments and look forward to more innovative solutions from them in the future.”

About TMC
Technology Marketing Corporation (TMC) publishes four print publications: Customer Inter@ction Solutions, INTERNET TELEPHONY Magazine, IMS Magazine and Unified Communications (launching summer 2007). TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. Ranked in the top 0.003 percent of sites in the world by alexa.com*, TMCnet serves nearly two million unique visitors each month, according to WebTrends. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO, Communications Developer Conference, IMS Expo and Call Center 2.0 Conference. TMCnet.com publishes more than 15 topical online newsletters. (*alexa.com is an amazon.com company that ranks Web sites by their traffic levels. Neither alexa.com nor amazon.com is affiliated with TMCnet.) For more information about TMC, visit www.tmcnet.com.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com
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Click2Coach is a registered trademark, and Envision Identity Protection, Envision and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

L'TUR Partners with Envision and Increases Sales by 50 Percent in Contact Center

Tue, 08 May 2007 00:00:00 PST

Seattle — May 8, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that L’TUR, a European last-minute travel company, has substantially improved the efficiency and effectiveness of its contact center with Envision’s Click2Coach®. Click2Coach is an agent development solution that includes Envision Quality Monitoring™ and Envision eLearning™.

As a last-minute travel company servicing customers 24 hours a day through multiple channels including the company’s offices, a Web site and a contact center, L’TUR decided to deploy Envision’s Click2Coach to not only improve the efficiency and effectiveness of its agents but also help drive sales and improve customer satisfaction.

With Click2Coach in place, L’TUR’s contact center has increased sales performance by 50 percent, reduced average call duration by 11 percent and reduced data entry errors. Additionally, L’TUR reports that its contact center has dramatically increased the number of calls recorded, increased the number of agent evaluations and enabled supervisors to quickly identify agent knowledge and skill gaps through recorded screen shots. Now L’TUR can ensure the quality of its agent-customer interactions by recording conversations and evaluating agent performance.

Click2Coach provided L’TUR’s supervisors with a systematic way to evaluate their agents and improve communication and product knowledge. “Thanks to the implementation of Click2Coach and its option of monitoring the process on the screen while in conversation, we are now able to know a lot faster when technological options in the daily business are not being fully utilized,” said Alexander Schlotter, head of coaching and training for L’TUR.

“Travel companies like L'TUR are meeting increasing customer demand for accurate, efficient and effective service 24 hours a day,” said Rodney Kuhn, CEO of Envision. “With Click2Coach, they have successfully improved agent performance and customer experiences by delivering targeted training directly to agent desktops.”

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach (composed of Envision Quality Monitoring and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Quality Monitoring, and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Telephony, Inc. Announces 2007 International Customer Forum

Wed, 02 May 2007 00:00:00 PST

Seattle — May 2, 2007— Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today the company’s annual Envision Customer Forum from June 12, 2007 to June 14, 2007 at the Westin Seattle.

At the two day Envision Customer Forum attendees will have the opportunity to network, share best practices and understand how other contact centers are improving enterprise performance and delivering legendary experiences by using the voice of their customers. In addition, attendees will have the opportunity to hear from a number of Envision customers including Borders Group, Inc., ShopNBC, Vision Service Plan (VSP), Delta Hotels & Resorts and Petro-Canada about how they have found innovative ways to tune into the voice of their customers.

During the forum, attendees can participate in interactive workshops addressing workforce optimization including coaching, eLearning, quality monitoring, workforce management and business intelligence. During the last night of the forum, Envision will be presenting the Envision Excellence Awards, recognizing customers who have transformed the way they do business using the company’s technology. Companies will be recognized as industry leaders and for their success in achieving measurable business results using Envision technology.

“We are excited to be meeting with our customers once again at our annual customer forum and look forward to hearing from them how they are utilizing Envision’s technology to drive legendary customer experiences across their enterprises,” said Rodney Kuhn, CEO, Envision. “This forum not only provides us with an opportunity to showcase how Envision technology, support and training services can address their business challenges quickly and cost-effectively but also to listen to our customers to provide new and innovative solutions in the future.”

Envision Conference Registration
Registration is available online at http://www.envisioninc.com/forum

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark of Envision. Envision, Envision Quality Monitoring, Envision eLearning and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Performance Suite(TM) Deployed to Additional TeliaSonera Sites

Tue, 01 May 2007 00:00:00 PST

Seattle — May 1, 2007— Envision Telephony, Inc., a
leading global provider of software solutions for the contact center
and the enterprise, today announced that TeliaSonera, a leading
telecommunications company, has significantly expanded its use of
Envision's Performance Suite to seven additional contact centers in
Stockholm, Sweden. This represents the largest implementation of
coaching in this region, providing targeted coaching to more than
1,000 agents.

Sweden-based TeliaSonera is the leading telecommunications company in the Nordic and Baltic region. The company offers reliable, innovative and easy-to-use service to more than 96 million customers in 15 different countries.

“We are pleased that TeliaSonera is applying the power of our integrated workforce optimization solution to more sites,” said Rodney Kuhn, Envision CEO. “Telecommunications companies, like TeliaSonera can improve agent performance by delivering targeted coaching packages directly to agent desktops to address specific customer concerns or to recognize positive agent-customer interactions.”

About Envision Performance Suite
The Envision Performance Suite maximizes contact center efficiency and effectiveness through the seamless integration of Envision’s core applications: quality monitoring, eLearning, workforce management and business intelligence.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions
enable customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com
###
Click2Coach is a registered trademark of Envision. Envision, Envision Quality Monitoring, Envision eLearning and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Receives "Positive" Rating in Leading Analyst Firm's Contact Center Workforce Optimization MarketScope Report

Fri, 20 Apr 2007 00:00:00 PST

Seattle — April 24, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that it has received a “Positive” rating in Gartner’s “MarketScope for Contact Center Workforce Optimization 2007” published on April 16, 2007, and authored by Jim Davies.

To qualify to be evaluated in the Gartner report, vendors were required to have a solution that includes both quality monitoring (QM) and workforce management (WFM) and also provides e-learning or contact center performance management (CCPM). In addition, Envision customers were interviewed as part of the evaluation process.

“We are excited to be rated in this influential report” said Rodney Kuhn, CEO of Envision. “As a leading vendor, we have a history of delivering industry-leading solutions to the industry and our customers. With our integrated suite we are helping our customers share information, insight and take action to improve contact center and enterprise performance by delivering legendary customer experiences that increase revenue, reduce costs and ultimately fuel business growth.”

About Envision Performance Suite
The Envision Performance Suite™ offers an integrated, flexible workforce optimization solution including workforce management, quality monitoring, eLearning and business intelligence. The suite improves agent effectiveness, contact center and enterprise performance.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

MarketScope Disclaimer
The MarketScope is copyrighted 2007 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
# # #

Click2Coach is a registered trademark of Envision. Envision, Envision Quality Monitoring, Envision eLearning and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Gartner Research “MarketScope for Contact Center Workforce Optimization, 2007” by Jim Davies. April 12, 2007.

Envision Telephony Recognized by Saddletree Research

Mon, 16 Apr 2007 00:00:00 PST

Seattle — April 17, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced that Saddletree Research has recognized the company as a pioneer in delivering an identity protection solution for the contact center industry. In a recent report Paul Stockford, chief analyst for Saddletree Research, a high-technology market research firm specializing in emerging companies and technologies in the contact center, described Envision’s solution as “setting the standard” for a contact center solution for identity protection.

In the report, titled “Contact Center Protection: Envision Telephony Sets the Standard,” Stockford explains, “The Envision Identity Protection™ solution represents the first attempt by any company in the contact center industry to address this growing problem. Saddletree believes that Envision Telephony has performed two services for the contact center industry with the introduction of the Envision Identity Protection solution. First, it is bringing to market a timely solution to a rapidly growing and extremely important problem. Second, Envision has set a standard for the industry relative to the security of customer information in the future.”

Envision’s Identity Protection solution provides contact centers with a secure, cost-effective and seamless technology to protect sensitive customer data captured in millions of customer-agent interactions that occur daily. The solution reduces corporate risk of costly identity theft and brand erosion as it protects sensitive customer data, including date of birth, Social Security numbers and driver’s license numbers, as well as credit card, bank account and phone-card numbers. The solution was recently named a 2006 Product of the Year by Customer Interaction Solutions® Magazine.

“We are excited to receive support for our identity protection solution from Saddletree Research that recognizes Envision’s leadership in addressing the problem of identity theft in the contact center,” said Rodney Kuhn, Envision CEO. “We believe that our solution provides unprecedented business value to our customers by reducing corporate risk, protecting mega-brands and helping them comply with industry guidelines such as PCI and HIPAA.”

About Saddletree Research
Saddletree Research Inc. (www.saddletreeresearch.com) is a high-technology market research firm specializing in emerging companies and technologies in the contact center, customer communications and enterprise telephony markets.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at www.envisioninc.com.

###

Click2Coach is a registered trademark of Envision. Envision, Envision Quality Monitoring, Envision eLearning and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Telephony, Inc. Joins Payment Card Industry Security Vendor Alliance

Mon, 09 Apr 2007 00:00:00 PST

Seattle — April 10, 2007 — Envision Telephony Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that it has become a member of the Payment Card Industry Security Vendor Alliance, an organization aimed at raising awareness of payment card compliance standards and address card processor compliance needs.

PCI SVA (www.pcialliance.org) assists members of the payment card industry — composed of merchants, banks and point-of-sale vendors — in educating the business community on the requirements and business value of the Payment Card Industry (PCI) Data Security Standard, a global benchmark intended to improve security throughout the entire payment card transaction process.

“We are delighted to join this organization that is making a concentrated effort to educate the business community about the requirements and business value offered through better protection of payment card data,” said Rodney Kuhn, Envision CEO. “Today every company is grappling with ways to secure payment card data as it is stored, managed and processed within the enterprise. Better protection reduces enterprise risk, noncompliance penalties and threat of brand erosion. We’re pleased to offer an identity protection solution that addresses this demand in the contact center, protecting sensitive customer data within quality monitoring, workforce management, e-learning and business applications.”

Envision Identity Protection™ Solution

Envision recently introduced the Envision Identity Protection™ solution, the first identity protection solution that provides contact centers with a secure, cost-effective and seamless technology to protect sensitive customer data captured in millions of customer-agent interactions that occur daily. The solution reduces the risk of costly identity theft and brand erosion. The Envision Identity Protection™ solution was recently named a 2006 Product of the Year by Customer Interaction Solutions® Magazine. More information is available at http://www.envisioninc.com

About PCI SVA

PCI SVA assists members of the payment card industry, composed of merchants, banks and point-of-sale vendors, in educating the business community on the requirements and business value of the Payment Card Industry (PCI) Data Security Standard, a global benchmark intended to improve security throughout the entire payment card transaction process.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (composed of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Identity Protection, Envision Quality Monitoring, Envision eLearning, Envision and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Telephony's Identity Protection Solution Wins Prestigious Product of the Year Award from Call Center Magazine

Wed, 04 Apr 2007 00:00:00 PST

SEATTLE, WA, April 4, 2007 — Envision Telephony Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Call Center Magazine (www.callcentermagazine.com) has selected the Envision Identity Protection™ solution as a “Product of the Year” award winner. Recipients were recognized for their ability to deliver innovative solutions that reflect forward-looking trends in call centers. Editors selected the winners based on discussion, consensus and their experience with a broad range of technologies they examined over the last 12 months.

Envision’s Identity Protection solution provides contact centers with a secure and cost-effective way to protect sensitive customer data captured in millions of customer-agent interactions that occur daily. The solution reduces corporate risk of costly identity theft and brand erosion. By deploying Envision’s Identity Protection solution, enterprises can protect dates of birth, Social Security numbers and driver’s license numbers, as well as credit card, bank account and phone-card numbers, within quality coaching and business intelligence applications.

According to the editors, this solution is especially valuable for two vertical sectors: financial services and health care. Both serve markets in which individual customer data is exchanged at a very deep level. And both are often guided by regulatory requirements. Identity protection as an embedded tool in Envision’s call center software is a great idea and a major step forward.

“We are very gratified that the Envision Identity Protection solution has been recognized as an innovative and trend-setting solution for the call center,” said Rodney Kuhn, CEO of Envision. “We believe it is of paramount importance to provide our customers with a solution that allows them to protect information provided by their most important assets—their customers.”

About Call Center Magazine

Call Center Magazine is the only publication dedicated to providing in-depth and unbiased product information on call center technology, management and operations. Written by a staff of editorial experts and industry luminaries, Call Center Magazine delivers an editorial package most useful to buyers setting strategies and buying products and services for today’s customer contact center. For more information, contact Call Center Magazine at 212-600-3000 or visit www.callcentermagazine.com.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at www.envisioninc.com.

# # #

Click2Coach is a registered trademark, and Envision Identity Protection, Envision Quality Monitoring™, Envision eLearning™, Envision and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Free & Clear Drives Contact Center Efficiency and Effectiveness with the Envision Performance Suite

Thu, 15 Mar 2007 00:00:00 PST

Seattle — March 15, 2007 — Envision Telephony, Inc., a privately-held provider of software solutions for the contact center and the enterprise, announced today that Free & Clear, Inc., the leading tobacco treatment provider, has substantially improved the efficiency and effectiveness in its contact center with the Envision Performance Suite™.

In order to enhance its coaching center performance, Free & Clear decided to deploy through the seamless integration of Envision’s core applications: Quality Monitoring, eLeathe Envision Performance Suite, which maximizes coaching center efficiency and effectiveness rning, Workforce Management and Business Intelligence.

“Working within a hybrid virtual environment where more than 50% of our agents work from home is challenging,” said Andrew Roberts, Call Quality Manager for Free & Clear. “With Envision’s multi-site solution, we can quickly and easily identify agent knowledge and skill gaps and consistently coach to improve our performance, helping more of our participants to quit smoking.”

Free & Clear is the leading provider of phone-based tobacco treatment services for health plans, employers and government organizations. Free & Clear helps its clients improve the health of their populations and control related costs by reducing the prevalence of tobacco use. More than 50 million people have access to the Free & Clear Quit For Life™ Program, which has proof of effectiveness published in multiple peer-reviewed, scientific journals over the course of nearly 20 years.

While such studies have proven the effectiveness of phone-based coaching, Free & Clear knew improving the capabilities of their coaches – who handle thousands of calls per day — ultimately improves the success of program participants.

With the Envision Performance Suite in place, Free & Clear reports that its coaching center has dramatically increased the number of calls recorded, increased the number of agent evaluations and enabled supervisors to quickly identify agent knowledge and skill gaps through recorded screen shots. Free & Clear now has a flexible and scalable solution that can meet its needs today and support future growth. Partnering with Envision helps Free & Clear regularly monitor and improve agent performance in a distributed environment—resulting in better center efficacy and helping millions live healthier lives.

“We are pleased to partner with Free & Clear in supporting their coaching center with an integrated set of management tools that improves agent effectiveness and enterprise performance,” said Rodney Kuhn, Envision CEO.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent effectiveness, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Business Intelligence, Envision Workforce Management and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Telephony and Free & Clear to Host Webinar on Developing a Home-Based Agent Program

Wed, 21 Feb 2007 00:00:00 PST

Seattle — February 21, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced it will host a free webinar titled “A Strategic Guide to Developing a Home-Based Agent Program” with Free & Clear on February 27, beginning at 11 a.m. Pacific Time (2 p.m. Eastern Time). This webinar is designed for enterprises that are interested in developing home-based agent programs as a viable alternative to outsourcing, offshoring and downsizing.

Free & Clear, a nationally recognized leader in the field of tobacco cessation, has more than 50 percent of their coaching center agents working from home. During the webinar, attendees will hear firsthand how Free & Clear’s home-based agent program, with the support of Envision’s technology, allows them to quickly and easily identify agent knowledge and skill gaps and consistently coach to improve their performance.

Attendees will learn:

Steps needed to create a successful home-based agent program
What to avoid as you implement your program
Technologies required to implement and manage an at-home workforce
What returns you can expect to achieve with this type of remote agent program

“Today many enterprises are looking to home-based agent programs as a viable alternative to outsourcing, off-shoring and downsizing,” said Connie Smith, chief evangelist for Envision. “This webinar will help guide them in deciding if a home-based agent program is right for them and the steps they need to take in developing a successful home-based agent program.”

What: “A Strategic Guide to Developing a Home-Based Agent Program”
Who: Andrew Roberts, Quality Manager, Free & Clear; and Connie Smith, Chief Evangelist, Envision Telephony
When: Tuesday, February 27 at 11 a.m. Pacific Time
Where: Online
How: Register online at http://www.envisioninc.com/events/

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.
# # #

Petro-Canada Delivers Legendary Customer Experiences with Envision's Click2Coach

Tue, 20 Feb 2007 00:00:00 PST

Seattle — February 20, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Petro-Canada, Canada’s largest oil and gas company, has reported improved customer service with Envision’s Click2Coach^®. Click2Coach is an agent development solution that includes Envision Quality Monitoring™ and Envision eLearning™.

Petro-Canada is a $24 billion corporation headquartered in Calgary, with more than 5,000 employees around the world. The company is responsible for developing energy resources via its world-class petroleum products and services. Each day, customers contact the company’s contact center by phone or email with a variety of different requests for information about the company’s products or marketing programs. Petro-Canada implemented Envision’s Click2Coach to improve the quality of contact center customer service.

“We selected Click2Coach because Envision understood our business needs, could integrate easily into our telephony environment and had a reputation for providing excellent service and support,” said Sandy Bailey, Senior Coordinator of Customer Service for Petro-Canada. “Click2Coach provides the ideal solution for managing agents at multiple locations. New agents become productive quickly because the system is easy to use. We can communicate changes to specific promotions or business strategies quickly and consistently so our agents can resolve issues faster.”

Since implementing Click2Coach, Petro-Canada reports that it has quadrupled the number of calls evaluated each quarter, resulting in improved customer experiences and satisfaction; improved productivity; delivered targeted coaching packages directly to agents’ desktops; and promoted openness and fairness within the quality monitoring and fairness system.

“Every company today needs to ensure that they are consistently enhancing their relationships with their customers, or they risk losing them,” said Rodney Kuhn, Envision CEO. “By implementing Click2Coach, Petro-Canada can standardize how they evaluate, train and coach agents to ensure that they are delivering legendary customer experiences each day across their multiple centers.”

About Envision

# # #

Click2Coach is a registered trademark, and Envision Telephony, Envision Quality Monitoring, Envision eLearning, and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Telephony Launches Workforce Optimization 2007 Roundtable Series

Mon, 12 Feb 2007 00:00:00 PST

Seattle — February 12, 2007 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced a series of roundtable events titled “An Insider’s Guide to World-Class Contact Centers — What You Need To Know.” The roundtables will help those who manage and direct contact centers understand market trends and then apply “best practices” to improve performance. The events also provide an opportunity for participants to explore and understand how workforce optimization technology, including analytics, workforce management, quality monitoring and eLearning, can help their organizations improve agent, contact center and enterprise performance.

This year, the roundtables will discuss the characteristics of a high-performance work culture and the ways managers can coach and develop teams to move from a low- to a high-performance culture.

Customers across the country have participated in previous roundtables. Some comments:

“[The roundtable] highlighted many of the issues we face and allowed the group to discuss them--it was very useful hearing from others who are addressing similar challenges."
A leading regional bank

"We established what we are missing in our call centers and what we are doing well."
A major electronics retailer

“The most useful aspect of the roundtable was insight into best practices.”
A national department store chain

During the roundtable, Connie Smith, Envision’s chief evangelist, will describe how centers are using the voice of their customers to gain insight and take action to optimize customer experiences. She will also discuss how keeping agents happy by fulfilling their basic needs translates into increased customer satisfaction and better business performance.

Smith has been involved in the contact center industry in various roles for more than 20 years. She built operations and fulfillment contact centers from the ground up, including multi-site, retail and wholesale; reengineered multiple site centers; and built one of the first true multi-channel contact centers. Her experience has been pivotal in her success at leading the development and implementation of contact center tools and processes as well as helping to achieve overall business goals by enhancing employee performance.

Upcoming Envision Roundtables
For a complete schedule of events, visit www.envisioninc.com/events or e-mail events@envisioninc.com.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at www.envisioninc.com.

# # #

Envision Telephony, Inc. Awarded Customer Interaction Solutions Magazine's 2006 Product of the Year Award

Wed, 07 Feb 2007 00:00:00 PST

Envision Telephony Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Customer Interaction Solutions® magazine (www.cismag.com), has selected Envision Identity Protection™ solution as a 2006 Product of the Year Award winner. Customer Interaction Solutions has been the premier publication in call center, CRM and teleservices industries since 1982.

Customer Interaction Solutions editors selected the companies which in their view demonstrate the vision, leadership and attention to detail that are the hallmarks of the prestigious Product of the Year award winners.

"The Product of the Year awards represents the best that this industry has to offer. The companies earning this distinction have demonstrated a commitment to quality and the further development of the call center and CRM industry through their contributions. These winners are very deserving of this great honor, and I look forward to seeing more innovative solutions from them as they continue to contribute to the future of call center and CRM industry technologies,” stated Tracey Schelmetic, Editorial Director, Customer Interactions Solutions.

“We are excited to receive this industry award for our Identity Protection solution,” said Rodney Kuhn, CEO of Envision. “With agent attrition rates as high as 40 percent annually, contact centers’ customers are exposed to greater risk as customer information changes hands. Customers today are increasingly concerned about the safeguarding and protection of their identity, and they want the companies they do business with to ensure that their information is protected.”

Envision’s Identity Protection solution protects sensitive data, including dates of birth, Social Security numbers and drivers' license numbers as well as credit card, bank account and phone-card numbers, within quality coaching and business intelligence applications.

“Customer Interaction Solutions recognizes the most innovative products each year by bestowing this prestigious award to the most deserving companies. Again, we are proud to recognize the greatest achievements in the advancement of call centers, CRM and teleservices technologies in 2006,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions magazine. “These companies have proven they are committed to quality and excellence in solutions that benefit the customer experience as well as ROI for the companies that use them. We’re proud to honor their hard work and accomplishments.”

For more information about TMC and Customer Interaction Solutions magazine, please visit www.tmcnet.com.

About Customer Interaction Solutions ®

Celebrating 25 years as the voice of the contact center, CRM and teleservices industries, Customer Interaction Solutions magazine continues leading the way with the most comprehensive editorial. Senior management decision makers, as well as customer interaction professionals rely upon Customer Interaction Solutions to keep them current in the most critical technologies and services for the contact center. In fact, 65,000 BPA-audited subscribers turn to Customer Interaction Solutions magazine with an additional 165,000 pass-along readers.

About TMC

Technology Marketing Corporation (TMC) publishes four print publications: Customer Interaction Solutions, INTERNET TELEPHONY, SIP Magazine and IMS Magazine. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. Ranked in the top 2,600 sites in the world by alexa.com*, TMCnet serves more than one million unique visitors each month. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO, The VoIP Developer Conference, VoIP Demo, IMS Expo and Call Center 2.0 Conference. TMCnet.com publishes more than 15 topical online newsletters. For more information about TMC, visit www.tmcnet.com. (*alexa.com is an amazon.com company that ranks Web sites by their traffic levels. Neither alexa.com nor amazon.com is affiliated with TMCnet.)

About Envision

# # #

Click2Coach is a registered trademark, and Envision Identity Protection, Envision and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Unveils Market-leading Envision Performance Suite 9.0

Tue, 05 Dec 2006 00:00:00 PST

Seattle — December 5, 2006 — Envision Telephony, Inc., a privately-held provider of software and services that improve performance from the contact center to the enterprise, today announced a new release of its market-leading Envision Performance Suite™ 9.0. The updated workforce optimization solution features next-generation IP and recording enhancements that deliver greater flexibility and scalability, as well as reduced total cost of ownership. The new release provides enhanced access to vital customer intelligence by quickly transforming recorded customer-agent interactions into actionable knowledge that can be used by the enterprise to improve customers’ experience. With 9.0, the company expands its ability to deliver its award-winning business applications for business intelligence, quality monitoring, eLearning and workforce management in traditional, hybrid or IP-based environments.

“Customer-focused enterprises are rapidly adopting IP-based technologies and critical business applications to support enterprise demand to optimize performance and deliver legendary customer experiences,” said Seema Lall, an industry analyst with Frost & Sullivan. "With this release, Envision, a leading vendor of workforce optimization solutions, is meeting accelerated demand for IP-based recording solutions that help customers consolidate and centralize critical customer service operations. Enhancements within Envision’s IP recording engine increase the viability of its solutions within a wider range of technology environments and contain the flexibility to cater to multiple deployment scenarios."

With the introduction of Envision Performance Suite 9.0, Envision again demonstrates its leadership by delivering powerful enhancements that make it easier to not only understand why customers are calling but also to provide executive decision-makers and managers with the tools they need to continuously improve performance and customer experiences. The release introduces Envision’s next-generation recording engine which is complemented by a rich set of business applications that improve agent effectiveness as well as contact center and enterprise performance. In addition, the new release includes high-performance search and enhanced data management capabilities that improve access to customer intelligence. And 9.0 offers real-time workforce management capabilities that allow managers to better manage their workforce, ensuring that the right agent is on the right call at the right time.

“Enhancements to our suite have been driven by market and customer demand for flexible, high-performance workforce optimization solutions,” said Rodney Kuhn, Envision CEO. “This release demonstrates our strong commitment to our customers, supporting their efforts to efficiently and effectively deliver legendary customer experiences.”

Envision Performance Suite 9.0 includes:

Next-Generation VoIP Recording Engine Meets Increased Demand for Flexible, Cost-Effective Solutions

   o As a leading provider of innovative recording solutions, Envision offers support for traditional, hybrid or IP-based recording in its latest release, supporting customers’ demand to record customer interactions in a distributed contact center environment today and as their needs change.
   o Full-time trunk-side recording delivers a holistic view of customer experience by capturing customer interactions as they move through the enterprise. Better understanding of customer experiences provides the opportunity to improve enterprise performance and customer satisfaction.
   o Richer, more resilient recording capabilities capture 100% of customer interactions, making it possible to meet regulatory and compliance guidelines.
   o Simplified VoIP migration with multiple IP-PBX support allows TDM and IP-PBX systems to co-exist within the same infrastructure, making administration easier.
   o The release supports industry standard SIP, H.323 (Session Initiation Protocol) and Skinny (SCCP), making integration easier and reducing the costs associated with recording agents in a fixed or roaming environment by removing the cost of CTI. With SIP rapidly becoming the world standard, Envision’s turnkey recording solution enables contact centers to operate as a network-based service, meeting the needs of remote agents anywhere and unifying communication channels.
   o Reliable, high-capacity and high-performance search capabilities allow users to rapidly retrieve enterprise knowledge to make better, faster decisions that improve customer service delivery and satisfaction.
   o With this release, customers can satisfy the growing regulatory and legislative demands to protect sensitive customer data often processed in contact centers. Envision’s Identity Protection™ solution reduces risk and improves the security of contact center processes that requires the management of sensitive customer information such as credit card numbers, bank account or other financial information, and Social Security or patient ID numbers.

Analytics Transform Customer Conversations into Actionable Intelligence

With Envision Business Intelligence™ and Envision™ SpeechMiner®, decision-makers can transform structured and unstructured data stored in recorded customer-agent conversations into insights that optimize business performance. With 9.0, decision-makers can integrate the customer’s voice into the enterprise with powerful new search capabilities and a single datamart to extract intelligence quickly. Envision eLearning™ allows decision-makers to take action based on this intelligence to drive continuous improvement within the organization. Faster access to information is supported with new archiving tools that allow managers to make decisions to archive or delete specific interactions according to their business needs.

Real-time Workforce Management Improves Customer Satisfaction
With this release, Envision Workforce Management™ offers timely enhancements including real-time workforce management, which supports managers’ need to create effective and flexible forecasts, schedules and plans using historical and real-time data. Managers can easily monitor and analyze agent performance and can take immediate action using Envision eLearning to resolve recurring issues. With this release, managers can cost-effectively manage their workforce and improve customer satisfaction, ensuring that service-level goals are met. Visually-rich reports provide managers with the information they need quickly, allowing them to successively drill-down to retrieve adherence information by center, group or agent. Flexible forecasts and schedules also incorporate agent preferences, improving resource management and agent retention.

Integration Reduces Total Cost of Ownership and Improves Productivity

Envision Performance Suite offers a single vendor solution that improves organizational efficiency and simplifies support and upgrade processes, thereby reducing the total cost of ownership. The solution also offers productivity gains, with tighter integration between business applications and a familiar graphical user interface that helps employees to navigate and communicate. The open architecture makes it easy to integrate new applications quickly as customers’ needs change.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent effectiveness, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony, Envision eLearning, Envision Business Intelligence, Envision Workforce Management and the Envision Telephony logo are trademarks of Envision Telephony, Inc. SpeechMiner is a registered trademark of Utopy, Inc.

Envision Telephony Launches Industry's First Identity Protection Solution For Contact Centers at the Annual Contact Center Exposition (ACCE) Show

Tue, 12 Sep 2006 00:00:00 PST

Seattle — September 12, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today at the Annual Contact Center Exposition (ACCE) Show the immediate availability of the contact center industry’s first identity protection solution. Envision’s Identity Protection™ solution, provides contact centers with a secure, cost-effective and seamless solution for protecting sensitive customer data captured in millions of customer-agent interactions that occur daily. The solution reduces corporate risk of costly identity theft and brand erosion.

Consumers are demanding better identity and financial protection from organizations they interact with today. According to a recent survey of 2,200 consumers by the Chief Marketing Officer (CMO) Council and the Business Performance Management (BPM) Forum titled “Secure the Trust of Your Brand,” consumer security concerns are rising and of those surveyed 40 percent actually stopped a transaction online, on the phone, or in a store due to a security concern. Further, more than one-third indicated that they would strongly consider taking their business elsewhere if their personal information was compromised, and a quarter said they would definitely take their business elsewhere. A full copy of the report is available at www.cmocouncil.org.

“Everyday agents process customer transactions using sensitive customer information that can expose companies to unprecedented risk,” said Rodney Kuhn, Envision CEO. “With agent attrition rates as high as 40 percent annually, contact centers are exposed to greater risk as customer information changes hands. As more enterprises listen to the voice of their customers outside the contact center the need for greater protection increases. Envision’s solution protects customers’ identities by protecting information stored in recorded calls required in quality monitoring, coaching and business intelligence applications.”

Envision’s Identity Protection solution protects sensitive customer data including date of birth, social security numbers, drivers’ license numbers, as well as credit card, bank account and phone-card numbers. The solution also addresses regulatory guidelines for personal data protection, privacy and safety within the contact center.

Every industry has unique requirements to protect sensitive information, for example, leading retailers need to protect their brand and customers’ experiences and comply with increasing regulation from the payment card industry. Better protection can increase revenue and customer loyalty reducing costly customer churn. Financial services companies pride themselves on being a trusted advisor to their customers. Protecting sensitive financial information is required to maintain customer trust, build long-term profitable relationships and avoid costs associated with identity theft. For these companies protecting sensitive financial information is critical to their success. And, in the healthcare industry, HIPAA and other regulatory guidelines require companies to protect patient privacy. Lack of compliance can be costly from both a financial and customer perspective. Envision’s Identity Protection solution reduces the risk of security breaches, protects patient privacy and builds the trust required to deliver legendary customer experiences.

“Today every company is grappling with how to ensure the security of each customer transaction while keeping the tools in place they need for quality management, coaching and business intelligence,” said Rodney Kuhn, Envision CEO. “We are excited to offer a solution for organizations that need to safeguard customer information while delivering legendary customer experiences.”

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

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Envision Telephony, Inc. Honors Contact Center Visionaries

Thu, 17 Aug 2006 00:00:00 PST

Seattle — August 17, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Blue Cross of Idaho, ShopNBC, Staples and Wachovia have been named the winners of the 2006 Envision Excellence Awards. The awards honor companies using Envision’s solutions that have transformed their businesses and improved the quality and delivery of business performance required to deliver exceptional customer service from agents’ desktops to enterprise decision-makers.

“We are very pleased to announce the winners of the first Envision Excellence Awards,” said Rodney Kuhn, CEO, Envision. “All four of these companies are at the forefront of their industries, having implemented industry-leading ‘best practices’ and have received a significant return-on-investment. These companies have embraced our vision of delivering the voice of the customer to help them better align people, processes and technology and thereby delivering legendary customer service through improved agent effectiveness, contact center performance and enterprise performance.”

Following is a selected list of the award winners:

Blue Cross of Idaho

Blue Cross of Idaho, a local provider of top-quality, affordable health insurance, has been awarded the Workforce Management Award for demonstrating excellence in scheduling, forecasting and managing their workforce to improve the efficiency and effectiveness of their contact center with an Envision solution.

ShopNBC

ShopNBC, a multi-media retailer broadcasting to more than 60 million households, has been awarded the Envision Spirit Award for demonstrating excellence in creating a high-performance culture. ShopNBC exudes a high level of company spirit and has implemented a strategic program to build morale through motivating its contact center employees.

Staples

Staples, Inc., the world’s largest office products company, has been awarded the Envision Voice of the Customer Award for demonstrating excellence in proactively leveraging the voice of the customer across their enterprise to make changes that improve their business performance and deliver legendary customer experiences.

Wachovia

Wachovia, the country’s fourth largest bank and diversified financial company, has been awarded the Envision Technical Excellence Award for market-leading technical innovation.

About Envision

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Click2Coach is a registered trademark of Envision. Envision, Envision Quality Monitoring, Envision eLearning and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Cross Awarded Partner of the Year by Envision Telephony

Wed, 16 Aug 2006 00:00:00 PST

Seattle — August 16, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Cross, a national provider of integrated voice and data solutions and one of Avaya’s largest resellers, was named Envision’s 2006 Partner of the Year. The 2006 Partner of the Year award recognizes Cross for their spirit and successful track record in selling Envision solutions to companies that need to improve performance and deliver legendary customer experiences.

Cross was selected for delivering exceptional performance, skills and knowledge to strengthen and extend adoption of Envision solutions in 2006. The national integrated voice and data solutions provider is a full service partner that promotes, sells and supports Envision’s solutions. Cross is one of the largest Avaya resellers and is rated as a top Avaya National Platinum BusinessPartner and Cisco Silver Certified Partner.

“We are excited to present this award to Cross for their demonstrated excellence in marketing, selling and supporting the Envision Performance Suite," said Rodney Kuhn, Envision CEO. "The partnership, combining award-winning technology with exceptional market and sales support, has resulted in new additions to the Envision family. Now, more Avaya customers can benefit from improved performance that creates legendary customer experiences.”

“We are delighted to receive this award and partner with Envision,” said Bob Coughlin, CEO, Cross. “By partnering with Envision, we are able to offer our customers the industry’s only truly integrated workforce optimization solution that improves agent effectiveness, contact center and enterprise performance.”

About Cross

Headquartered out of Bloomington, MN, Cross is an Avaya National Platinum BusinessPartner and Cisco Silver Certified Partner. By providing a complete portfolio of voice, data, IP telephony, wireless, security and professional solutions, Cross is a complete end-to-end integrator of converged technologies.

As an Avaya BusinessPartner of the Year award winner, Cross has defined itself as one of the premier providers of integrated communications solutions nationwide. With one of the largest and most experienced technical teams within the industry, Cross has proven to be a key differentiator in assisting businesses from all industries become leaders in their field. For more information visit the Cross website: http://www.crosstelecom.com.

About Envision Performance Suite

The Envision Performance Suite™ maximizes contact center efficiency and effectiveness through the seamless integration of Envision’s core applications: recording, eLearning, workforce management and business intelligence.

About Envision

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Momentum Continues for Envision with Strong Second Quarter 2006

Wed, 09 Aug 2006 00:00:00 PST

Seattle — August 9, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that the company achieved an 80 percent increase in software license revenues over the first quarter of 2006. The company attributes the growth in revenues to significant market and customer demand for its workforce optimization solution, the Envision Performance Suite™ during the second quarter of 2006.

“We continue to see strong demand for the Envision Performance Suite from both new and existing customers who are using our integrated workforce optimization solution to deliver legendary customer experiences,” said Rodney Kuhn, Envision CEO. “Q2 reflected our customers’ need to balance their customers’ need for better, faster service with business demand to increase revenue and reduce costs. Our approach to customer intimacy, complemented by the immediate ROI, productivity and performance gains offered in our Envision Performance Suite, resulted in a number of new customer wins.”

In the second quarter of 2006, Envision continued to meet customer demand to leverage technology in business applications such as coaching, quality monitoring, e-learning, workforce management and business intelligence. Envision continued to strengthen its relationships with key customers globally and added new customers, including, Tiffany & Co., Creative Solutions, Osram Sylvania and Capital District Health Plan.

Capping off a successful second quarter, Envision received a positive rating in a leading analyst firm’s Contact Center Workforce Optimization MarketScope Report. More information is available at http://www.envisioninc.com.

"We’ve built strong momentum in the first half of this year, and look forward to continuing to partner with our customers to help them deliver legendary customer experiences that increase revenue, reduce costs and improve customer satisfaction,” said Kuhn.

About Envision Performance Suite

The Envision Performance Suite maximizes contact center efficiency and effectiveness through the seamless integration of Envision’s core applications: recording, eLearning, workforce management and business intelligence.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent effectiveness, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Receives Positive Rating in Leading Analyst Firm's Contact Center Workforce Optimization MarketScope Report

Mon, 17 Jul 2006 00:00:00 PST

Seattle — July 17, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that it has received a “Positive” rating in Gartner’s Contact Center Workforce Optimization MarketScope Report published on July 13, 2006.

Envision was among two companies to receive this rating. To qualify vendors must demonstrate in-house capability across quality monitoring (QM), workforce management (WFM), e-learning and contact center performance management (CCPM). Envision customers were interviewed as part of the evaluation process.

According to the report ¹, “the emergence of a workforce optimization (WFO) solution is a significant but predictable evolutionary step for the contact center software market.” In Gartner’s complementary research, “Contact Center Workforce Optimization: A Framework for Success,” the firm identifies the key functional aspects of a WFO suite, and highlights the benefits of an integrated solution that enables information, insights, workflow and core contact center functions to be melded so seamlessly that they complement and align with a business’s high-level strategy.

“We believe Envision is a leader in delivering a truly integrated Workforce Optimization solution,” said Rodney Kuhn, CEO, Envision. “Our solution combined with our business intelligence solutions provides the best return on investment and optimizes contact center performance by helping customers utilize the voice of their customers to deliver legendary customer experiences.”

About Envision Performance Suite

The Envision Performance Suite™ offers an integrated, flexible workforce optimization solution including workforce management, quality monitoring, eLearning and business intelligence. The suite improves agent effectiveness, contact center and enterprise performance.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

MarketScope Disclaimer

The MarketScope is copyrighted July 13, 2006 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Click2Coach is a registered trademark of Envision. Envision, Envision Quality Monitoring, Envision eLearning and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Gartner Research “MarketScope for Contact Center Workforce Optimization, 2006” by Jim Davies. July 13, 2006

Envision Telephony, Inc. Announces International Customer Forum

Wed, 14 Jun 2006 00:00:00 PST

Seattle — June 14, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today Envision will host the company’s annual customer forum in Seattle, Washington from July 18, 2006 to July 20, 2006 at the Westin Seattle.

During the two-day conference, attendees will learn effective strategies for addressing workforce optimization from improving agent effectiveness to enhancing enterprise performance from a number of Envision customers including Staples, KeyBank N.A., Oakley and Carglass gmBH. With representatives from world-class companies attending, the forum will provide a unique opportunity for contact center professionals to share insights about industry trends, developments and challenges.

At the forum, attendees can participate in interactive workshops addressing workforce optimization including coaching, eLearning, quality monitoring, workforce management and business intelligence. A customer-led panel discussion covering industry “best practices” and scheduled networking events will provide additional opportunities for peer-based discussion and benchmarking. Envision will present an overview of the Envision Performance Suite and future product development plans. At the Envision Expo, attendees will be able to explore ways Envision technology, support and training services can address their business challenges quickly and cost-effectively.

“This annual event provides us with an opportunity to partner with our customers and share the success they’ve achieved with our software solutions,” said Rodney Kuhn, CEO, Envision. “This forum provides our customers with valuable, real-world strategies for leveraging technology to drive efficiency and effectiveness within the contact center while continuing to meet customer demand for legendary customer experiences.”

In a first for the company, Envision will be presenting the Envision Excellence Awards, recognizing customers who have transformed the way they do business using the company’s technology. Companies will be recognized as industry leaders and for their success in achieving measurable business results using Envision technology.

Envision Conference Registration
More information is available at http://www.envisioninc.com/forum2006.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Envision Telephony, Inc. Wins ContactCenterWorld.com's Members' Choice Awards

Tue, 23 May 2006 00:00:00 PST

Seattle — May 23, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that it has received two 2006 Members’ Choice Awards from ContactCenterWorld.com, the global support organization for contact center industry professionals. Envision received the 2006 Members’ Choice Awards for Best Performance Management and Best Recording/Quality Monitoring solutions. The awards were announced on March 30, 2006 at the Contact Center World Awards Conference in Dallas, Texas.

The Members’ Choice Awards have been presented for four years running and recognize industry solution providers who sell products or services to contact centers. Unlike other awards programs, the Members’ Choice Awards are based entirely on customer feedback and the winners are those organizations receiving the highest average scores as voted for by their customers. The 2006 Members’ Choice Awards attracted over 70 entrants and over 3,000 customers voted in this competition.

Commenting on the awards and the winners, Raj Wadhwani, President of ContactCenterWorld.com added “The 4th Annual Member’s Choice Award winners deserve special recognition. These organizations put themselves out for their customers to give them feedback. These organizations are proud of what they do and there are so many who consistently enter the awards. These are the industry's true leaders and they all deserve praise.”

“This award is very special for us because it’s a reflection of our commitment to partner with our customers to help them meet their business goals by developing and delivering software solutions that improve performance and deliver legendary customer experiences,“ said Rodney Kuhn, Envision CEO. “Our integrated, flexible solutions help our customers leverage the voice of the customer to improve agent effectiveness and improve enterprise performance to increase revenue, reduce costs and improve customer satisfaction.”

About ContactCenterWorld.com

ContactCenterWorld.com is the world’s no.1 online resource site for the contact center industry around the world. We currently have over 85,700 corporate members of which 40% are at a senior executive level within Contact Centers globally. The quality content on our site is what draws 7,500 unique users to us every day. For more details visit www.ContactCenterWorld.com.

About The Members’ Choice Awards

Launched in the summer of 2002, the Members’ Choice Awards is an independent awards program where users vote for their favorite solution providers on a regional basis. There are no judges and no panels. Each award is based on the overall quality of all votes received.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

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Momentum Continues for Envision with Strong First Quarter 2006

Tue, 23 May 2006 00:00:00 PST

Seattle — May 23, 2006 — Envision Telephony, Inc., a privately-held provider of software and services that improves performance from the contact center to the enterprise, today announced significant market and customer demand for its Envision Performance Suite™ during the first quarter of 2006.

“We continue to see strong demand from companies worldwide for our Envision Performance Suite,” said Rodney Kuhn, Envision CEO. “Q1 reflected our customers’ need for solutions that reduce costs while meeting growing corporate demand to deliver better, faster customer service. Our results reflect our continued commitment to delivering flexible solutions that can meet the demands of our customers today and in the future as their businesses grow.”

In the first quarter of 2006, Envision continued to meet customer demand to differentiate in hyper-competitive markets by delivering efficient and effective customer service. For example, Lufthansa Global Telesales (LH GTS) with 1,500 agents and nine sites globally, continued to successfully implement Envision’s Click2Coach® solution across its enterprise. With Click2Coach, an integrated quality monitoring and training solution, Lufthansa can leverage its corporate knowledge, best practices and resources to create an organization with well-trained and effective agents. Lufthansa is now able to respond to customer demand to maximize service while at the same time reducing costs with an integrated, easy-to-administer solution.

Envision leveraged its core strengths in quality monitoring, workforce management and business intelligence to help its customers’ deliver legendary customer experiences deepening its relationships with key customers globally. Envision continued to add new customers to its prestigious customer list during the first quarter of 2006, as well as receive numerous orders from existing customers in the quarter including Borders Group, Inc., Russell Investment Group and Lufthansa.

During the first quarter of 2006 Envision was also recognized as an industry leader receiving two 2006 Members’ Choice Awards for Best Performance Management solution and Best Recording/Quality Monitoring solution. The Members’ Choice Awards have been presented for four years running and recognize industry solution providers who sell products or services to contact centers. Unlike other awards programs, the Members’ Choice Awards are based entirely on customer feedback and the winners are those organizations receiving the highest average scores as voted for by their customers. The 2006 Members’ Choice Awards attracted over 70 entrants and over 3,000 customers voted in this competition.

"We’re off to a strong start and look forward to helping our customers efficiently and effectively deliver customer experiences that increase top-line revenue,” said Kuhn.

About Envision Performance Suite

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer experiences by improving agent effectiveness, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

# # #

Click2Coach is a registered trademark, and Envision Telephony and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision and Nuasis Partner to Deliver IP-based Contact Center Solutions

Wed, 17 May 2006 00:00:00 PST

Seattle — May 17, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced a sales partnership with Nuasis Corporation to deliver robust, integrated IP-based solutions that streamline operations and drive business performance.

With a shared vision and historic success building solutions for IP-based contact centers, the partnership includes a collaborative effort to offer a suite of applications, marketing initiatives and increased resources to leverage shared business opportunities. The partnership provides customers with the following applications: sophisticated call routing management, quality monitoring, eLearning, integrated workforce management and business intelligence. The solution is offered by integrating open and flexible Envision’s Performance Suite™ with the standards-based, software-only Nuasis NuContact Center®.

The partnership extends the value of Nuasis’ contact routing software to offer IP-based solutions that improve agent effectiveness, contact center and enterprise performance. Now, mutual customers will be able to integrate Envision’s Performance Suite into their IP-based contact center infrastructure to cost-effectively improve customer experiences that increase revenue.

The Nuasis NuContact Center combines the best capabilities of self-service applications software with live agent assistance to provide companies with the greatest flexibility when responding to customers. The system intelligently routes any type of customer contacts – phone calls, e-mail, web chat, voice messages, fax – in a consistent manner on a single system. For mission-critical call centers it is the system of choice over legacy ACD, IVR and CTI systems. No other system provides the same level of flexibility to quickly adapt to changing business needs.

“The ease and flexibility of standards-based software allow companies like Envision and Nuasis to easily work together not only on the technology front to benefit their joint customers, but also on the business front to benefit each company,” said Alpa Shah, vice president, growth partnership service, information and communications technology, Frost & Sullivan. “Our research indicates that the increased acceptance of standards-based technologies will continue to be a catalyst for even more partner relationships in the contact center industry.”

“We are delighted to solidify our relationship with Nuasis,” said Rodney Kuhn, Envision CEO. “We believe this partnership will enhance our ability to deliver market-leading IP solutions to our mutual customers and the market. By combining our capabilities, we are better able to serve customers who have complex high-end, mission-critical IP environments and deliver IP-based solutions that shape the contact center of the future.”

“The Envision/Nuasis sales partnership agreement is an example of an emerging business model for the call center industry -- partnerships are made possible by standards-based platforms. The flexibility of these platforms accelerates the ability of companies to partner and sell a total solution,” said Ed Lauing, president and CEO, Nuasis Corporation.

About Nuasis Corporation

Nuasis delivers call center innovations that improve customer service and reduce operating costs. The Nuasis NuContact Center intelligently routes customer inquiries via phone, e-mail and web to self-service or live agents located anywhere. It is the preferred solution for mission-critical call centers over legacy ACD, IVR and CTI systems. It competes against contact center products offered by companies like Aspect Software, Avaya (NYSE: AV), Nortel Networks and Cisco (Nasdaq: CSCO). Headquartered in Mountain View, California, Nuasis has offices in major metropolitan areas across the United States and Canada. For more information, contact Nuasis (650) 318-2200 or visit www.nuasis.com.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer experiences by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony and the Envision Telephony logo are trademarks, of Envision Telephony, Inc. Utopy and SpeechMiner are registered trademarks of Utopy, Inc. Nuasis and NuContact Center are registered trademarks of Nuasis Corporation.

Envision Telephony Appoints Thomas Aiello as Vice President of Worldwide Sales

Tue, 09 May 2006 00:00:00 PST

Seattle — May 10, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today the appointment of Thomas Aiello as vice president of worldwide sales. In this position, Aiello will report directly to Rodney Kuhn, chief executive officer of Envision, and will be responsible for directing all sales and business development globally for the entire company.

“Tom’s knowledge and expertise in driving sales and channel opportunities for leading contact center solutions companies will be a tremendous asset to Envision as we continue to deliver software and service solutions focused on improving performance from the contact center to the enterprise,” said Kuhn. “We are extremely pleased Tom has joined the Envision team.”

Most recently Aiello served as senior director of sales and channel development for Aspect Software, a leading provider of contact center solutions. At Aspect, Aiello was responsible for the sales of the company’s performance optimization products distributed through both direct and indirect channels. Aiello also served as vice president of sales and channel development for CenterForce Technologies before it was acquired by Aspect. While at CenterForce, he was responsible for North American channel distribution strategy and alliances and was able to increase the channel from two to twenty partners. In addition, Aiello ran sales and marketing at RightForce, LLC.

"Envision offers an experienced management team, a solid business model built on delivering solutions focused on improving performance from the contact center to the enterprise and strong growth momentum," said Aiello. "All of these strengths made the decision to join Envision an easy one."

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer experiences by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Great Lakes Educational Loan Services, Inc. Selects Envision Performance Suite

Tue, 09 May 2006 00:00:00 PST

Seattle — May 9, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that Great Lakes Educational Loan Services, Inc., one of the nation’s largest providers of student loan services, has selected the Envision Performance Suite™ including Envision Quality Monitoring™ and Envision Workforce Management™ to increase revenue, enhance customer satisfaction and reduce costs. The company and its affiliated group of companies currently interact with some 2,700 schools and 1,400 lenders in all 50 states, as well as Puerto Rico, and the U.S. Virgin Islands.

Great Lakes needed an efficient and effective solution for evaluating, developing and coaching representatives quickly to meet changing customer demands. Before selecting Envision’s quality monitoring solution, the company evaluated representatives during “live” conversations that required supervisors to be in a specific place at a specific time to evaluate their performance. With Envision’s solution, conversations can be recorded, annotated and then delivered directly to the representatives’ desktops. Envision Quality Monitoring has increased the quality of the evaluation process allowing representatives to listen and share recorded, annotated calls with their peers at their convenience. Further, the automated solution allows supervisors to perform more evaluations and deliver individual skills-based training per representative improving overall performance. The flexible solution reduces the time required to develop and train new hires improving the efficiency and effectiveness of the company’s contact center.

“We selected Envision’s Performance Suite because it provided a flexible, automated solution for quality monitoring,” said Dale Raduenz, Quality Assurance for Loan Origination, Great Lakes. “With Envision’s solution we have reduced the time required to monitor customer calls by 50%. We are also able to provide more specific training to our representatives based on their unique skills thereby improving our service levels. Supervisors can evaluate agents when it’s convenient for them and that in turn is improving the quality of each evaluation.”

Prior to selecting Envision Workforce Management, Great Lakes managers spent hours compiling forecasts and schedules. Envision’s solution has enabled Great Lakes to ensure that the right representative with the right skill set is on the right call improving the company’s ability to increase revenue, reduce costs and improve customer satisfaction.

“With Envision’s workforce management solution we’ve reduced our workforce shrinkage which allows us to better manage and control staff,” said Raduenz. “We’ve significantly decreased the amount of administrative and managerial time devoted to manually building forecasts and schedules. We’ve been able to provide a more consistent level of service minimizing understaffing and overstaffing ensuring the right number of representatives are answering customer calls at the right time.”

“We selected Envision because they offered an integrated, single vendor solution,” said Raduenz. “With this decision we’ve been able to reduce our total cost of ownership and maintenance requirements while making it easy to schedule and train our representatives and ensure new hires become productive quickly.”

“At Envision, we partner with our customers to improve performance from agent desktops to the enterprise,” said Rodney Kuhn, CEO, Envision. “In the highly competitive student loan services business it is critical to ensure each customer receives accurate information quickly to make important financial decisions. The Envision Performance Suite helps our customers meet their customers’ expectations for rapid, high-quality service delivery.”

About Envision Performance Suite

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer experiences by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Carglass Germany Selects Envision Click2Coach

Mon, 20 Mar 2006 00:00:00 PST

Seattle — March 27, 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced that Carglass^® Germany, the leading vehicle glass company in Germany, selected Envision’s Click2Coach^® solution to provide better-quality customer service. Carglass Germany is part of the BELRON Group, the largest vehicle glass repair and replacement company in the world, operates more than 800 service centers internationally. almato GmbH, the official reseller for the Click2Coach solution in Germany, Austria and Switzerland, implemented Click2Coach in Carglass’ Germany-based customer service center.

Carglass Germany needed to improve the effectiveness of its contact center agents. As one of Germany’s premier companies, Carglass is dedicated to its customers. Click2Coach, part of Envision’s agent effectiveness solution, makes it easy for supervisors to provide ongoing feedback, training and evaluation of agents. As a result, Carglass Germany improved its sales conversion rate by 10 percent.

Envision’s Click2Coach represents a unique approach to improving the effectiveness of contact center agents. Click2Coach integrates training, quality monitoring and evaluation tools for supervisors and eLearning for agents — allowing contact centers to develop, motivate and retain top-notch agents who provide superior customer service.

“It all came together when we implemented Click2Coach. We were able to give our highest attention to improving quality assurance because the system is so intuitive,” said Stefan Johannsen, call center manager, Carglass GmbH. “The integrated coaching tools make it easy for our agents and supervisors to use. With Click2Coach, we are guaranteed to stay number one among autoglass specialists in Germany.”

“Customer service is absolutely crucial in the vehicle class industry for sustaining business and keeping customers satisfied,” said Rodney Kuhn, Envision CEO. “Carglass is committed to providing exemplary customer service and recognizes the importance of investing in agent development in order to deliver legendary customer service.”

About Click2Coach®

Click2Coach provides contact center supervisors with the training, quality monitoring and evaluation tools they need to develop and coach agents to provide superior customer service. The solution includes Envision Quality Monitoring™ and Envision eLearning™.

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach® (comprised of Envision Quality Monitoring and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com

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Envision Announces Record Results for the Year

Mon, 20 Mar 2006 00:00:00 PST

Seattle — March 21, 2006 — Envision Telephony, Inc., a privately-held provider of software and services that improves performance from the contact center to the enterprise, today announced record revenues for 2005 driven by customer demand for business intelligence.

The adoption of Envision’s enterprise performance solution which includes Envision Business Intelligence™ spurred the company to record revenue for the year. Envision’s enterprise performance solution delivers mission-critical information to enterprise decision-makers who need to make changes to improve performance and customer experiences to increase revenue, reduce costs and mitigate risk. With Envision Business Intelligence decision-makers can identify patterns, trends and relationships in customer data by accessing customized reports and listening to customers describe their experience in their own words. Decision-makers can then quickly resolve the issue and realign how people and processes work to improve performance and the quality of customer experiences. For example, sales and marketing executives can use Envision’s solution to intelligently understand how customers are reacting to specific marketing or sales campaigns, refining messages based on customer response to improve effectiveness.

Adoption of the Envision Performance Suite™ with Envision Business Intelligence accounted for much of the business growth in 2005. The Envision Performance Suite maximizes contact center efficiency and effectiveness through the seamless integration of Envision’s core applications: recording, eLearning, workforce management and business intelligence. The company continued to see strong demand for Click2Coach^®, the industry’s leading coaching and agent effectiveness solution.

Envision also added a total of 32 new companies during the year in several major industries - including travel and leisure, outsourcing, finance and utilities.

In addition to its business growth, Envision garnered seven company and product awards including Frost & Sullivan’s 2005 Global Excellence in Technology of the Year Award, Business Product of the Year award from the WSA and Deloitte’s prestigious Technology Fast 50 Program for Washington State. Envision was also recognized by Washington CEO magazine as one of Washington’s best companies to work for.

“Q4 was an outstanding quarter and 2005 was our best year ever,” said Rodney Kuhn, Envision CEO. “Our results reflect our continued commitment to partnering with our customers and delivering integrated, innovative solutions that deliver measurable results. Our focus on expanding our international customer base led to significant revenue growth in the European market. Further, in 2005 we renewed our commitment to customer intimacy to ensure that we continue to exceed customer demand for our software and services, now and in the future.”

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer service by improving agent effectiveness, contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach^® (comprised of Envision Quality Monitoring™ and Envision eLearning™). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony and the Envision Telephony logo are trademarks of Envision Telephony, Inc.

Envision Extends Business Intelligence Capabilities With Envision SpeechMiner

Tue, 14 Mar 2006 00:00:00 PST

Seattle — March 15 , 2006 — Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced the availability of Envision™ SpeechMiner®, a market-leading solution powered by Utopy^® which identifies, categorizes, analyzes and reports customer intelligence stored within each recorded interaction. Envision SpeechMiner works in combination with Envision Business Intelligence™ allowing you to understand, analyze, predict and change how your organization affects the customer experience.

“With the launch of Envision SpeechMiner we are meeting customer demand for better business and customer intelligence,” said Rodney Kuhn, Envision CEO. “Using Envision SpeechMiner powered with Utopy's technology, Envision customers can further utilize the voice of the customer to identify important trends, opportunities and threats to their business.”

Retrieve and Listen to the Voice of the Customer
Companies today face the continual challenge of delivering the level of service their customers demand while balancing critical business needs to increase revenue, reduce costs and manage risk. Understanding why customers are calling can help companies meet this challenge. With Envision SpeechMiner, decision-makers can simply retrieve intelligence summarized in an easy-to-navigate, Web-based dashboard and listen to the voice of the customer to understand the root cause of their dissatisfaction.

Customized Categorization and Analysis Improves Access to Critical Customer Intelligence
Envision SpeechMiner is a flexible and powerful solution that allows decision-makers to easily identify, categorize and analyze information according to their unique business needs. Envision SpeechMiner moves beyond simple word spotting to capture meaningful intelligence from the context and emotion of the conversation. Once companies understand why people are calling, they can begin to catalog and evaluate this information for competitive intelligence, marketing campaign effectiveness and operational inefficiencies.

“For most companies, better intelligence about why their customers are calling is essential to improve their performance and service delivery,” said Gartner research analyst Jim Davies. “Speech analytics holds the promise of helping companies understand how they are servicing customers in their customers’ own words.”

“We are extremely excited and proud to have Envision build SpeechMiner into the award-winning Envision Performance Suite,” said Doron Aspitz, CEO of Utopy. “Envision is a leading provider of software and services that drive measurable business value for both contact centers and enterprise customers. With the new capabilities of SpeechMiner, Envision customers will be able to get a more complete picture about the customer experience and how it impacts business.”

Communicate and Share Intelligence Rapidly
Key Envision SpeechMiner features include:

Powerful Analysis — Captures intent and perception stored in phrases, not just word spotting.
Emotion Detection — Identifies speaker emotions based on the tone and manner of speech.
Multi-language Capabilities — Supports 30 languages.
Customized Reports — Incorporates Microsoft® SQL Server™ 2005 Reporting Services allowing users to quickly and easily add reports and deliver alerts.

More information about Envision’s SpeechMiner solution is available at http://www.envisioninc.com

About Envision Performance Suite
Envision SpeechMiner is part of Envision’s integrated enterprise performance suite, the industry’s first single-vendor solution for improving performance from the agent’s desktop to the enterprise. Envision’s solution helps customers lower hardware, software, training, integration and administrative costs.

About Envision
Envision Telephony, Inc. is a global, award-winning provider of software and services that improves performance from the contact center to the enterprise. The company’s flexible, integrated solutions enable Global 2000 customers to consistently deliver legendary customer service by improving agent effectiveness and contact center and enterprise performance. Envision’s software includes business intelligence, speech analytics, workforce management and Click2Coach^® (comprised of Envision Quality Monitoring and Envision eLearning). The company’s solutions are deployed across thousands of desktops in both a telephony and back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at http://www.envisioninc.com.

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Click2Coach is a registered trademark, and Envision Telephony and the Envision Telephony logo are trademarks, of Envision Telephony, Inc. Utopy and SpeechMiner are registered trademarks of Utopy, Inc.

Envision Report Server Captures Product of the Year Award

Thu, 12 Jan 2006 00:00:00 PST

Seattle — January 12, 2006 — Envision Telephony, Inc., a global provider of software and services for improving performance from the contact center to the enterprise, today announced that Technology Marketing Corporation’s Customer Interaction Solutions magazine (www.cismag.com) named the Envision™ Report Server as 2005 Product of the Year. Customer Interaction Solutions has been the leading publication in the CRM, call center and teleservices industries since 1982.

Envision Report Server is a data mart which can improve an organization’s reporting capabilities. The product moves beyond standard reporting available in most quality monitoring and full-time recording solutions addressing the growing demand from managers for information-rich reports to support their need to make better, faster decisions to improve customer experience across the enterprise. Envision Report Server acts as a centralized repository for historical data, allowing for quick and easy reporting based on our customers’ unique business requirements. For example, one of the world's largest insurance firms was spending more than 100 man hours a month to retrieve information from its CRM, HR and call recording systems. With the Envision Report Server, quality managers get instant information about the contact center and the customer service agents. Using this information, quality managers are able to send individualized coaching to immediately improve agent effectiveness.

“At Envision, we recognize that our customers need to access, analyze and share information rapidly across their organization to deliver legendary customer experience,” said Rodney Kuhn, Envision CEO. “A better customer experience drives revenue and reduces costs and risks that companies may encounter as they strive to deliver superior service. We are honored that the industry recognizes our leadership and commitment to innovate and partner with our customers to deliver solutions that fit their specific needs.”

“Each year Customer Interaction Solutions magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. Envision has demonstrated to the editors of Customer Interaction Solutions that its products or services have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.

The Product of the Year Award winners for 2005 will be published in the January and February 2006 issues of Customer Interaction Solutions magazine.

About Envision

Envision is a pioneer and leading provider of contact center recording, Workforce Optimization and Business Intelligence solutions for improving the customer experience. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. In 2004, Envision introduced a new suite of applications to provide business intelligence and analytical tools to the enterprise for achieving “The Superior Customer Experience.” The company’s scalable, integrated products are used by some of the world’s most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision has offices in Seattle, Australia, Atlanta, Amsterdam and UK. For more information, call 206.225.0800, ext. 500, or visit http://www.envisioninc.com.

About TMC®

Celebrating more than 30 years as a leading publisher, Technology Marketing Corporation (TMC®) publishes Customer Inter@ction Solutions® and INTERNET TELEPHONY® magazines, Web portal TMCnet.com, and the online publications SIP™, Speech-World™, VoIP Developer™, WiFI Telephony™, WiMAX™, Alternative Power™ and BiometriTech™. TMC® is also the first publisher to test new products in its own on-site laboratories, TMC® Labs. TMC® produces INTERNET TELEPHONY® Conference & EXPO, VoIP Developer Conference and Global Call Center Outsourcing Summit. TMC offers live and online certification programs through TMC University. TMCnet.com publishes more than 14 online newsletters. Visit www.tmcnet.com for details.

San Diego County Credit Union Selects Envision Click2Coach

Tue, 10 Jan 2006 00:00:00 PST

Seattle - January 10, 2005 - Envision Telephony, Inc., a leading global provider of recording solutions for the contact center and the enterprise, today announced that San Diego County Credit Union selected the Envision™ Click2Coach® solution to improve agent effectiveness and customer service.

San Diego County Credit Union, a three billion dollar financial institution, needed an easy and effective way to develop and coach agents who were responding to telephone calls from its members. As California’s 7th largest credit union, San Diego County Credit Union is dedicated to retaining its growing customer base of more than 167,000 members. Click2Coach, a combination of Envision™ Quality Monitoring and Envision™ eLearning, made it easy for supervisors to provide ongoing feedback, train and evaluate agents. As a result, San Diego County Credit Union improved agent effectiveness and has seen a significant improvement in member service and a reduction in costs associated with training.

“We selected Click2Coach because we wanted to increase agent effectiveness and customer satisfaction,” said Monica Cones, first senior vice president, San Diego County Credit Union. “We are committed to providing quality service to all of our members. The investment in Click2Coach is an excellent example of that commitment.”

“For companies like San Diego County Credit Union, Click2Coach is a strategic investment that improves agent performance to deliver better customer service,” said Dave Pennington, director of product management, Envision. "With Click2Coach, San Diego County Credit Union’s managers can measure quality, evaluate performance, improve training and share best practices to deliver better service to its members."

About Click2Coach®

About Envision

almato GmbH Receives Envision Partner of the Year Award

Mon, 21 Nov 2005 00:00:00 PST

Seattle — November 21, 2005 — Envision Telephony, Inc., a leading provider of recording solutions for the contact center and the enterprise, today announced that almato GmbH, Envision’s full service partner in Germany, was named Partner of the Year. This award recognizes almato’s demonstrated success in meeting customer demand for Envision software and services from market-leading companies such as Lufthansa and Goodyear Dunlop. The award was presented by Rodney Kuhn, Envision CEO, at almato’s annual user forum in Stuttgart, Germany.

almato was selected for its outstanding performance and unparalleled support of Envision’s solutions in 2005. The German-based value-added reseller is a full service partner that promotes, sells and supports Envision’s solutions throughout Germany, Austria and Switzerland. The company helped add 10 international customers including Lufthansa, L’Tur, Asstel and Goodyear Dunlop.

“Partnerships are essential for our success and critical for delivering unparalleled value to customers globally,” said Kuhn. “Our contact center expertise complemented by our partners’ unique industry and domain experience helps satisfy growing European demand for our solutions to improve contact center quality and customer experience.”

“We are pleased to be recognized by Envision,” said Peter Gissmann, managing partner, almato. “Our successful partnership allows us to deliver solutions that exceed customer expectations and solve mission-critical contact center problems.”

About Envision

Envision is a pioneer and leading provider of contact center recording, Workforce Optimization and Business Intelligence solutions for improving the customer experience. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. In 2004, Envision introduced a new suite of applications to provide business intelligence and analytical tools to the enterprise for achieving "The Superior Customer Experience." The company's scalable, integrated products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision has offices in Seattle, Australia, Atlanta, Amsterdam and UK. For more information, call 206.225.0800, ext. 500, or visit http://www.envisioninc.com

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Lufthansa Chooses Envision Click2Coach

Tue, 25 Oct 2005 00:00:00 PST

Seattle - October 25, 2005 - Envision Telephony, Inc., a leading provider of recording solutions for the contact center and the enterprise, today announced that Lufthansa Global Telesales (LH GTS) has chosen Envision's integrated quality monitoring and coaching solution, Click2Coach^®, for its 1500 agents in nine sites around the globe. LH GTS is part of Deutsche Lufthansa AG - Europe's second largest airline serving 355 destinations in more than 90 countries - and acts as an independent service provider for other customers such as VARIG and German Wings. LH GTS, Envision and almato GmbH, Envision's full service partner in Germany, will begin implementation of the solution starting in November 2005.

LH GTS will implement both the English and German-language versions of Click2Coach MultiSite Edition. Click2Coach includes Envision Quality Monitoring™ and Envision eLearning™ and is a complete set of training, quality monitoring and evaluation tools to coach agents for success. Click2Coach MultiSite leverages corporate knowledge, best practices and resources across the enterprise, creating an organization of well-trained, knowledgeable and effective agents who provide superior customer service.

"After an extensive review of the available systems on the market, we chose Envision's solution because of the easy integration with our existing ACD and IT environment and the advantages of the Multisite version for our distribution centers," said Felix Boos, managing director at LH GTS. "This will mean a short implementation time, a better return on investment and easy administration."

"It is exciting to see how many international companies are turning to Envision solutions," stated Rodney Kuhn, Envision CEO. "The overwhelmingly positive response from users has confirmed that Click2Coach provides the best coaching and training and ROI on the market."

About Envision

Envision is a pioneer and leading provider of contact center recording, Workforce Optimization and Business Intelligence solutions for improving the customer experience. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. In 2004, Envision introduced a new suite of applications to provide business intelligence and analytical tools to the enterprise for achieving "The Superior Customer Experience." The company's scalable, integrated products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision has offices in Seattle, Australia, Atlanta, Amsterdam and UK. For more information, call 206.225.0800, ext. 500, or visit http://www.envisioninc.com

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Top International Customer Care Organization Chooses Envision Solution

Thu, 13 Oct 2005 00:00:00 PST

Seattle — October 13, 2005 — Envision Telephony, Inc., a leading provider of recording solutions for the contact center and the enterprise, today announced that Cygnific, a full subsidiary of KLM Royal Dutch Airlines, is using the Envision™ Click2Coach^® solution to improve its quality processes.

Cygnific is an international, multi-channel, customer care organization dedicated to serving customer and client needs for travel related and fulfillment services. With a team of approximately 700 employees, Cygnific serves and assists direct customers and travel agents in 16 European countries.

Looking to further improve the quality of customer service, Cygnific chose Click2Coach® for its training and coaching capabilities. Click2Coach includes Envision™ Quality Monitoring and Envision™ eLearning and is a complete set of training, quality monitoring and evaluation tools to coach agents for success. Cygnific is also adding CTI information in order to meet the specific requirements of the Ondernemingsraad (Dutch Worker’s Council).

“Cygnific is focused on providing genuine care for our clients and their customers so we needed a solution that would help us improve our quality levels and uphold our standards,” said Coen Zeelte, Director ICT and Finance. “We chose Envision because Click2Coach will help us achieve our goals and will provide the best return on investment (ROI).”

“We are very pleased to have been chosen by Cygnific to partner in its quality improvement initiatives,” stated Rodney Kuhn, Envision CEO. “The travel industry puts great value on creating a superior customer experience through improved quality processes. Envision has had tremendous success with travel companies worldwide in obtaining desired results with a quick and proven ROI.”

About Envision

Envision is a leading provider of software solutions that empower businesses to produce profitable and enduring customer relationships from customer interactions. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. In 2004, Envision introduced a new suite of applications to provide business intelligence and analytical tools to the enterprise for achieving “The Superior Customer Experience.” The company’s scalable, integrated products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision has offices in Seattle, Australia, Atlanta, UK and Amsterdam. For more information, call 206.225.0800, ext. 500, or visit http://www.envisioninc.com.

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Named One of Washington State's Fastest Growing Tech Companies

Fri, 02 Sep 2005 00:00:00 PST

Seattle — October 12, 2005 — Envision Telephony, Inc., a leading provider of recording solutions for the contact center and the enterprise, today announced that it has been named to Deloitte’s prestigious Technology Fast 50 Program for Washington State, a ranking of the 50 fastest growing technology companies in the area by Deloitte & Touche LLP, one of the nation’s leading professional services organizations. Rankings are based on the percentage revenue growth during a five year span from 2000-2004.

“Envision built its reputation as a company that delivers for our customers,” said Rodney Kuhn, Envision CEO. “Our revenue growth can be attributed to the brightest people in the industry developing innovative products, a driven sales organization building long-lasting customer relationships and a service organization constantly challenging us to generate better processes.”

Envision’s increase in revenues of 76 percent from 2000 to 2004 resulted in a tie for a 36 ranking in the Technology Fast 50 for Washington State. The average increase in revenues among companies who made the Technology Fast 50 for this region was 70 percent.

“Deloitte’s Washington State Technology Fast 50 companies have shown the strength, vision and temerity to succeed in today’s very competitive technology environment,” said Larry Hile, a partner in Deloitte’s Seattle office. “We applaud the successes of Envision and acknowledge it as one of the very few to accomplish such a fast growth rate during the past five years.”

To qualify for the Technology Fast 50, companies must have had operating revenues of at least $50,000 in 2000 and $1,000,000 in 2004, be headquartered in Washington and be a “technology company,” defined as a company that owns proprietary technology that contributes to a significant portion of the company’s operating revenues; or devotes a significant proportion of revenues to the research and development of technology. Using other companies’ technology in a unique way does not qualify.

Winners of the 15 regional Technology Fast 50 programs in the United States and Canada are automatically entered in Deloitte’s Technology Fast 500 program, which ranks North America’s top 500 fastest growing technology companies. For more information on Deloitte’s Technology Fast 50 or Technology Fast 500 programs, visit www.fast500.com.

About Envision

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Named As One of the Best Companies to Work for in Washington

Tue, 02 Aug 2005 00:00:00 PST

Seattle — August 2, 2005 — Envision Telephony, Inc., a leading provider of business solutions for the contact center and the enterprise, today announced it was named as one of the top three medium sized companies to work for in Washington State. The award was presented during Washington CEO’s 15th annual Best Companies to Work For awards dinner held at the Grand Hyatt Seattle. Nine out of 52 companies received an award at the dinner gala.

The Best Companies to Work For survey is conducted annually by Washington CEO magazine. Once a company has been nominated, employees must take a survey that grades their firm’s management team in 10 categories ranging from hiring and retention to benefits and corporate culture. The survey results and corporate profiles are evaluated by an independent panel of judges. Employee comments accounted for 70 percent of the total score while scores from the judges accounted for 30 percent.

“Our Best Companies List is one of our most closely watched lists,” said Scott Fivash, Editor-In-Chief, Washington CEO. “We received nominations from more than 100 companies this year.”

“We are pleased our employees feel positive especially after our impressive growth performance. Recognition is its own reward but this challenges us to continue to improve and make Envision a great place to work,” said Rodney Kuhn, Envision CEO. “Our goal next year is be number one but in the large company category.”

The Best Companies results are published in the July issue of Washington CEO, which is available online at www.washingtonceo.com.

About Envision

Envision is a leading provider of software solutions that empower businesses to produce profitable and enduring customer relationships. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. In 2004, Envision introduced a new suite of applications to provide business intelligence and analytical tools to the enterprise for achieving “The Superior Customer Experience.” The company’s scalable, integrated products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision has offices in Seattle, Australia, Atlanta, UK and Amsterdam. For more information, call 206.225.0800, ext. 500, or visit http://www.envisioninc.com

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Announces Second Quarter Results

Wed, 27 Jul 2005 00:00:00 PST

Seattle — July 27, 2005 — Envision Telephony, Inc. today announced a 44 percent increase in second quarter revenue for 2005 over the same period in the prior year. Revenues for the first half of 2005 exceeded 2004 by 49 percent. Total revenue for the last twelve months increased more than 40 percent over the preceding twelve months. Envision is a privately held, Seattle-based leader in contact center recording, coaching, workforce optimization and business intelligence software.

During the second quarter of 2005, the company added twelve new customers, spanning the globe and several industries including retail, outsourcing, utilities and telecommunications. Envision also secured major expansion orders from one of its signature branded customers in the financial industry as well as one of the world’s largest software companies.

In addition to its business growth in the second quarter, Envision won Frost & Sullivan’s 2005 Global Excellence in Technology of the Year Award. Frost & Sullivan presented this award to Envision for its commitment to technical superiority and innovative work in the call center solutions space. Envision was one of nine companies recognized by Washington CEO magazine as Washington’s best companies to work for.

"Our team at Envision is continuing to experience phenomenal success in the market," said Rodney Kuhn, Envision CEO. "Our customers are seeing the benefit of our integrated workforce optimization suite and the returns which can be achieved. The results of this strategy can be seen in our financial success and our growing market share."

About Envision

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Announces Third Consecutive Record Quarter

Thu, 19 May 2005 00:00:00 PST

Seattle — May 19, 2005 — Envision Telephony, Inc. today announced a 60 percent rise in sales over Q1 2004. Envision is a privately held, Seattle-based leader in contact center recording, coaching, workforce optimization and business intelligence software. This is the third consecutive quarter Envision recorded growth in excess of 50 percent over the previous year.

"Since the introduction of its integrated performance suite with business intelligence, Envision has seen significant growth, putting them in good position within the market," said Tom Pringle, analyst for Datamonitor. "The Recording Industry Quarterly showed Envision experienced considerable growth for the last two quarters of 2004 and a robust showing in the eLearning market."

During this period, the company added six new customers including three prominent outsourcers. Envision also secured a major enterprise expansion of 700 agent licenses from one of its signature branded customers in the insurance industry.

In addition to its business growth, Envision won Best Performance Management Solution in the Americas in ContactCenterWorld.com’s Third Annual Members’ Choice Awards voted on by end users. Envision also won Product of the Year from Call Center Magazine and received the Business Product of the Year award from the WSA for the Envision™ Performance Suite with Envision™ Business Intelligence.

"We are energized by our continued rate of success," said Rodney Kuhn, Envision CEO. "Customers and analysts continue to rave about our direction, offerings and our new business intelligence product is contributing to our top-line and bottom-line growth."

About Envision

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Circles Selects Envision to Increase Customer Satisfaction

Mon, 16 May 2005 00:00:00 PST

Seattle — May 16, 2005 — Envision Telephony, Inc., a leading provider of business solutions for the contact center and the enterprise, today announced that Circles, a provider of proven loyalty management solutions for top-performing companies, chose to implement the Envision™ Performance Suite in all of its contact centers. Envision’s Performance Suite will allow Circles to optimize performance and mine transaction data to better understand customer needs. The Envision Performance Suite includes full-time recording, business intelligence, agent evaluation and eLearning solutions.

Circles’ unique suite of services and experiences engage customers and employees in a personal and memorable way to drive behaviors that positively impact the bottom line. Through the use of their Concierge-services platform, Circles forges an ongoing dialogue with clients’ valued customers and employees, providing an opportunity to build relationships and learn more about individual needs and preferences.

When asked why Circles chose Envision, Andrew Beaudoin, quality assurance director said, "After an exhaustive search in the call recording industry, we chose Envision’s solution because of its blend of intuitive features, ease of use and simplified systems integration which will enhance our industry leading concierge service product offering."

With the Envision Performance Suite, Circles will be able to capture critical information from customer interactions and deliver it in real-time to internal enterprise managers who can take immediate strategic or tactical action to improve the customer experience. From the intelligence gathered, managers can begin to understand and measure business issues that influence agent performance, transaction management, the customer experience and ultimately the top and bottom line. Incorporating eLearning into the suite, Circles will be able to allow its subscribers (for instance, training and quality assurance managers) to identify breakdowns and create coaching clips for the contact center. This interaction creates a bridge between the contact center and the enterprise allowing the company to achieve its goal of producing profitable and enduring customer relationships.

Beaudoin went on to say, "Call monitoring and business intelligence technology today is as essential to contact center quality as the headset. It is a necessary tool to drive specialist behavior and provide data analytics to drive customer satisfaction."

"Circles built its reputation on customer service and has been very successful at it," said Rodney Kuhn, Envision CEO. "They are taking it to the next level with business intelligence by providing information to the entire enterprise to improve processes and offer valuable feedback on the customer experience."

About Envision

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

Envision Names Tom Dillard as Executive Sales Director

Mon, 02 May 2005 00:00:00 PST

Seattle — May 2, 2005 — Envision Telephony, Inc., a leading provider of business solutions for the contact center and the enterprise, today named Tom Dillard as executive sales director for the western region. Dillard’s key responsibilities include managing the western region’s sales force and identifying business development opportunities for the Envision™ Performance Suite.

"Tom is a tremendous addition to our sales team. He brings successful leadership experience as well as knowledge and insight of the contact center landscape," said Ted Lubowsky, vice president of sales and marketing at Envision. "His experiences in helping customers identify issues and solve problems with technology will be invaluable as we continue our remarkable growth in 2005."

Most recently, Dillard worked for etalk, where he ran North American national accounts and sales operations. Prior to etalk, he worked for Edify Corporation as regional vice president and Chicago-based call center software company, Apropos. While at Apropos, he held sales and executive manager roles and was responsible for significant revenue growth during his tenure.

Dillard joins Envision as it continues to experience amazing growth, driven by the market’s steady and growing recognition of the Envision Performance Suite’s unique capability to combine contact center optimization with enterprise process improvement and business intelligence. The Envision Performance Suite is a comprehensive and flexible set of applications that enable businesses to manage and improve contact center performance with a focus on agent development and coaching, enterprise process improvement and contact center performance improvement, all with the aim of enhancing the customer experience. The Envision Performance Suite provides unique customer intelligence and analytical tools for contact center, back-office and business process improvement. The suite includes solutions for agent monitoring and evaluation, coaching, eLearning, workforce management, full-time recording and business intelligence with the industry’s only real-time portal delivery.

About Envision
Envision is a leading provider of software solutions that empower businesses to produce profitable and enduring customer relationships from customer interactions. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. In 2004, Envision introduced a new suite of applications to provide business intelligence and analytical tools to the enterprise for achieving “The Superior Customer Experience.” The company’s scalable, integrated products are used by some of the world's most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision has offices in Seattle, Australia, Atlanta, UK and Amsterdam. For more information, call 206.225.0800, ext. 500, or visit http://www.envisioninc.com

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Envision and the Envision logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.