Envision with more than 20 years of innovation and experience in the contact center workforce optimization market, announced the issuance to it by the US Patent Office of a patent that covers multiple methods for recording data during customer and agent interactions.
The patent for invention number 9,699,312 is for a desktop data recording client, which is an application or other module installed on an agent’s computing system or device that collects and records various data types from a computer desktop and telephone during a phone or electronic interaction with a third party, such as a customer.
“Our D5 soft recorder has proven to be an innovative solution for customers who wish to record interactions and data locally on agent desktops or through an aggregated point with our appliance,” said Rodney Kuhn, Envision’s CEO. “This patent is a reflection of the innovation going on at Envision which results in better products for our customers, a tremendous source of pride for all of our employees.”
The patent covers the technology in Envision’s Click2Coach solutions, largely the D5 soft recorder, which supports voice recording, synchronized screen capture, data analytics, workflow analysis and speech analytics. It also covers certain processes that provide for algorithms that protect ongoing recording of customer interactions even when the connection to the cloud due to WAN problems may exist at a customer contact center.
Demand for solutions that are architected to support cloud yet assure high availability are important to contact centers. This patent protects the investment and intellectual property Envision has built into D5 and other elements of Click2Coach to ensure that for our customers.
Click2Coach Cloud is a complete recording, evaluation, coaching and agent and speech analytics application that enables contact centers to capture phone, CTI, application workflow and desktop data. The software transforms customer experiences into long-lasting, profitable relationships by collecting the right data from customer interactions to provide insight into operations and trends. This enables businesses to take action for improvement throughout the organization. Additionally, the ability to deploy this solution in a browser-based application saves businesses up to $100,000 of startup costs and weeks of installation because it bypasses the need for expensive hardware and product licenses to integrate into legacy phone systems.