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

Business Wire, Feb 20, 2007

Canada's Largest Oil and Gas Company Increases Customer Satisfaction Through Improving Call Center Efficiency

SEATTLE -- 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([R]). Click2Coach is an agent development solution that includes Envision Quality Monitoring[TM] and Envision eLearning[TM].

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

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([R]) (composed of Envision Quality Monitoring[TM] and Envision eLearning[TM]). 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 Telephony, Envision Quality Monitoring, Envision eLearning, and the Envision Telephony logo are trademarks of Envision Telephony, Inc.