November 10, 2008
Strategic Partnership Announced Between Envision and Avatel
By Susan J. Campbell
TMCnet Contributing Editor
Envision Telephony Inc., a global provider of software solutions for the contact center and the enterprise, has announced the signing of a technology partnership with Avatel Technologies Inc., a provider of telecommunications equipment, systems and support.
With the Avatel and Envision technology partnership, Avatel is able to integrate Envision’s contact center solutions with the telephony infrastructure offerings that Avatel markets as an Avaya Silver Partner. The resulting integration will position Avatel as a strong and innovative provider in this space.
"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, in a Monday statement.
"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 are designed to enable contact center supervisors to easily review customer interactions, evaluate agent skills and deliver training to improve agent performance. The ability to deliver measurable results is a key feature for all solutions considered by contact centers today.
Targeted training can also help to motivate agents to achieve peak performance and can be sent directly to the agent’s desktop. This integration makes it possible to quickly improve performance, reduce ramp-up times and decrease handle times. The overall result can greatly benefit the bottom line. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
"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, in Monday’s statement.
"We believe this partnership will benefit small- to medium-size businesses that strive to deliver world-class customer service."
Avatel puts a national focus on both sales and service and as a result has developed an ever-expanding network of thousands of authorized technicians from coast to coast and all points in between. The company focuses on everything from system configuration and design to installation, user training and maintenance.
Envision Telephony offers products and services that are designed to enable organizations to provide world-class customer service. The company’s product platform, Envision Centricity, integrates the company’s landmark Click2Coach offering and Envision eLearning with powerful analytics, performance management and workforce management tools.
Envision and Avatel have both done well to recognize the strengths that the other company brings to the table to enrich their own offerings. The contact center solutions market is increasing in competitive intensity, making it crucial to establish strategic partnerships to drive market positioning and adoption.
Edited by Stefania Viscusi