Delta Hotels and Resorts will transition to Envision’s Workforce Management to ensure seamless integration between its quality monitoring and workforce optimization systems. A long-term customer for Envision’s Click2Coach product suite, Delta’s Global Reservation Services (GRS) group will maximize contact center efficiency and reduce costs by converting to the award-winning Envision Workforce Management solution.
“By adding Envision Workforce Management to Envision Click2Coach, we are deploying a state of the art, seamlessly integrated workforce optimization suite,” says Perry Kendall, director, Delta Hotels and Resorts global reservation services. “Our decision to switch to Envision Workforce Management was driven by Envision’s understanding of the contact center industry, the company’s ability to meet our complex requirements and its commitment to exceptional quality and cost-effectiveness.”
Envision’s web-based Workforce Management is a scheduling, forecasting and staffing adherence solution, designed to simplify the complexities of managing contact center personnel and activities. Its robust reporting capabilities and flexibility to handle even the most demanding workforce planning and management needs enables contact centers to optimize staffing and improve productivity. In addition, by taking advantage of common login and authentication across their quality management and workforce management solutions, Delta Hotels and Resorts will experience seamless, yet cost-effective workforce optimization integration.
Delta GSR, which last month reported increased call conversion rates as a result of using Envision Click2Coach, is among hospitality and travel services providers such as Alaska Air Group, Southwest Airlines and Deutsche Lufthansa Air Group who rely on Envision to optimize contact center performance and align it with overall business objectives. Delta GRS is responsible for providing its customers with the information they need to make reservations via Voice, Web, and Travel Agent Networks as well as technical support, database management and marketing support services for Delta. GRS operates 24 hours a day, 365 days a year with a team of 150 people providing a variety of high quality services to their guests.