Envision Telephony, Inc., a global provider of software solutions for the contact center and the enterprise, announced a strategic marketing alliance with CFI Group, a global customer satisfaction research and consulting company.

This alignment between Envision and CFI is designed to help customers quantify the value of customer satisfaction (CSAT) and identify ways to make customer satisfaction truly and predictably impact financial performance. The CSAT joint solution is positioned as providing an automated and consistent way to integrate customer feedback to optimize performance.

"CFI brings the prestige and authority of the American Customer Satisfaction Index (ACSI) to Envision's solutions," said Rodney Kuhn, CEO, Envision, in a Tuesday statement.

"Working with them allows our customers to increase employee satisfaction and retention and integrate customer feedback 24/7. This is an essential element to evaluating the customer experience in any organization."

The CSAT solution is designed to provide an immediate, turnkey solution delivered via IVR, e-mail or phone. Applying the analytic power of the ACSI, an internationally recognized and proven methodology employed by the University of Michigan’s National Quality Research Center (NQRC), the solution can effectively benchmark customer satisfaction levels at Fortune 1000 companies on a quarterly basis.

"Teaming with Envision allows us to leverage product differentiation -- we now can offer a remediation solution rather than just measurement," said Terry Redding, Director Product and Business Development, CFI, in Tuesday’s statement. "By working with Envision, we gain expertise in the contact center, which is a growing area of focus for us."

Founded in 1988, CFI holds a patent on the American Customer Satisfaction Index methodology to help clients to establish a precise measure of profitable customer satisfaction, develop strategies to improve the financial value of the customer asset and increase shareholder value.

Envision offers flexible, integrated solutions that enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance.

Envision's software includes analytics, performance management, 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 telephony and a back-office environment.

As multiple industries throughout the world see increasing competition, many companies are finding that their products and/or services are becoming commoditized. As a result, these companies must rely on their service deliverables in order to achieve differentiation in the marketplace. Companies like Envision and CFI are in position to help these companies discover customer satisfaction and the keys to driving better customer service.