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®
Envision Telephony –
Delivering Web-based
Workforce Optimization for
Contact Centers
Envision’s innovative workforce
optimization solution seamlessly
integrates with Avaya contact center
solutions, helping set new contact
center operating standards for agent,
center and business performance.
Envision Centricity works with Avaya
Communication Manager and Avaya
Application Enablement Services (AES).
Customer service expectations are on the rise, requiring greater
operational efficiency and effectiveness for every customer
interaction. How can organizations optimize their contact center
to maintain the highest level of customer satisfaction possible?
Envision Centricity, from Gold-level Avaya DevConnect member
Envision Telephony, allows managers to record, capture, analyze
and distribute valuable information obtained from inbound and
outbound contact center activity. The robust, thin-client, web-based
platform provides flexible, user-defined dashboards for monitoring,
managing and analyzing data in a single, easy-to-use console. The
solution supports both TDM and Voice over IP (VoIP)-based Avaya
systems within a distributed enterprise communications network.
• Avaya Communication Manager
is an open, scalable, and highly
reliable telephony solution that
provides centralized call control for
a resilient, distributed network of
media gateways and a wide range
of analog, digital and IP-based
communication devices.
• Avaya AES is an enhanced set of
Application Programming Interfaces
(APIs), protocols and web services
for application developers, ISVs
and system integrators providing a
new, open platform that supports
existing and next generation
applications and solutions.
The combined Envision and Avaya
solution allows contact center and
business managers to identify trends,
correct problem behaviors, implement
training, and identify areas of risk to
the business in real-time, as issues
develop through daily customer
interactions. In addition, managers
can extract relevant customer and
business data from other enterprise
systems, such as CTI, ERP and CRM,
The Envision Centricity user dashboard
is personalized to display data most
relevant to each individual user.
add information from the Avaya and
Envision systems and incorporate the
data into analytical dashboards, giving
decision makers and customer-facing
employees a complete picture.
PRODUCT BRIEF
Features
Easy to install and support, Envision Centricity
provides a flexible integration platform that
expands with an organization, allowing businesses to add more seats and more functionality
as their requirements grow. Features include:
• Integrated voice/screen selective or fulltime recording, quality management,
e-learning and interaction analytics
• Universal agent interface and schedule
• Centralized reporting and administration
• Desktop delivery of evaluations,
recordings and training materials
• Seamless integration with popular
telephony systems, automatic call
distributors, predictive dialers, CRM
systems, email and web chat software
• Envision eLearning – create and distribute
targeted training materials directly to
agent desktops
• Envision Performance Analytics – create a
personalized dashboard that aggregates and
organizes data from disparate systems into a
single console view, personalized for each user
• Envision InteractionIQ – easily capture,
search and analyze customer/agent
speech data to drive specific performance
and business objectives
• Envision Identity Protection – protect
ABOUT DEVCONNECT
The Avaya DevConnect Program provides a
wide range of developer resources, including
access to APIs and SDKs for Avaya products,
developer tools, technical support options and
training materials. Registered membership is
free to anyone interested in designing Avayacompatible solutions. Enhanced Membership
options offer increased levels of technical
support, compliance testing, and co‑marketing
of innovative solutions compatible with
standards-based Avaya solutions. To learn
more, or register for membership, please visit
www.avaya.com/devconnect.
sensitive customer data collected through
daily customer-agent interactions
System Requirements
Envision Centricity runs on the Microsoft
Additional systems requirements are
available on the Envision website.
Windows platform.
Comprised of several individual modules, the
• Server requirements include:
Learn More
Envision Centricity platform includes:
—Operating System: Windows 2003 Server
For more information on how Avaya
• Envision Quality Monitoring – easily record,
review and manage customer interactions;
—Microprocessor: 2.0 GHz Pentium 4
—RAM: 2 GB
Intelligent Communications can take your
enterprise from where it is to where it needs
and evaluate agent skills, delivering
• Client requirements include:
to be, contact your Avaya Client Executive
customized, targeted coaching to agent
—Operating System: Windows 2000,
or a member of the Avaya Authorized
desktops by integrating training content
Windows XP or Windows Vista
with evaluations and annotated feedback
• Envision Full-Time Recording – meet
compliance and verification requirements
—Microprocessor: 500 MHz Pentium II
BusinessPartner program, or visit
“Do Your Research” at www.avaya.com.
or faster
—RAM: 512 MB RAM or greater
ABOUT ENVISION TELEPHONY
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.
For more information, visit www.envisioninc.com.
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.
© 2009 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions.
All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks,
respectively, of Avaya Inc All other trademarks are the property of their respective owners.
09/09 • GCC4350DEV