Record

Click2Coach records the voice and screen from customer interactions, as well all the agent desktop keystrokes and application workflow that agent conduct before, during and after an interaction.

Analyze

Click2Coach allows you to review the voice and screen interaction and view reports in an online dashboard so you can quickly trouble areas that need improvement or key words or phrases that are trending.

Improve

Click2Coach helps you quickly make necessary improvements to ensure a high level of customer satisfaction with easy training tools to coach agents at their desks in between customer interactions.

Pricing

Trainer

$25

user/month1 (billed annually)

  • On-the-fly training/eLearning
  • Coaching packages
  • Agent desktop delivery
Professional

$50

user/month1 (billed annually)

  • On-the-fly training/eLearning
  • Coaching packages
  • Voice and screen recording
  • Audio and video playback
  • Desktop recording
  • Unlimited evaluations
  • Agent desktop delivery
Professional Plus

$65

user/month1,2 (billed annually)

  • On-the-fly training/eLearning
  • Coaching packages
  • Voice and screen recording
  • Audio and video playback
  • Desktop recording
  • Unlimited evaluations
  • Agent desktop delivery
  • Desktop analytics/data tagging
  • now!Cloud
  • Net Performance Score

1 For enterprise customers with more than 100 users please call for pricing
2 Enablement Plus Plans Available: Workforce Management, Back Office Analytics, Speech Analytics and PCI enablement

  • Record voice, screen, agent keystrokes and application workflow right from the desktop—no switches or hardware required.
  • Enhanced search provides ultimate flexibility to find the recorded interactions that matter most. Searches can be conducted using any keyword, call duration time codes, ANI or DNIS information, incoming phone number, customer account number, etc.
  • Customizable evaluations are the key to evaluating agent performance according to your company's unique metrics. Evaluation templates are easy to create, flexible and once published, can be used by all supervisors in the enterprise.
  • Reviewing recorded interactions is a snap with the audio/video player. You can start stop, jump forward to a mark, rewind and annotate these interactions.
  • Customizable evaluations are the key to evaluating agent performance according to your company's unique metrics. Evaluation templates are easy to create, flexible and once published, can be used by all supervisors in the enterprise.
  • Dashboard reports make it easy to review several different data points at once to pinpoint areas that should be addressed.
  • See a summary of trending topics and words, agent keystrokes and applications they've opened and closed with a click of the mouse.
  • Evaluated interactions with annotations from supervisors help agents improve hard and soft skills.
  • Authoring a brief video that you quickly create on the fly, a link to a Web page or other document in your training library or even an example of a great "best practices" interaction helps agents improve right away.

Click2Coach has not only helped to decrease our training time by three days, but enables our recent hires to go from sounding and feeling like "new agents" to sounding and feeling more like experienced agents much faster. We saw quality assurance scores improve by 20 percent by the end of the first month.

How is Click2Coach different from other recording and quality monitoring products?

Click2Coach offers what you need to make a positive impact on your business by improving your customer experiences. You get an easy-to-implement and easy-to-use, feature-rich solution—including interaction recording (e.g. phone voice and screen, e-mail, chat, social media), desktop activity recording during an interaction (e.g. keystrokes, notes fields) evaluation and feedback, agent coaching and training and robust analytics and reporting—all at a fraction of the cost of other solutions.

With many other solutions, it’s cost prohibitive to purchase this type of solution unless you have more than 100 customer service representatives. The advantage of Click2Coach is that it doesn’t matter if you have five customer services representatives or 1,000. Anyone can take advantage of this low-cost solution, and be up and running and on your way to loyal customers in just minutes!

Take a look at what Click2Coach can do. Then, take Click2Coach on a risk-free test drive today. Click2Coach delivers the customer experience analytics and optimization process that helps small and large Envision customers like Camis, Southwest Airlines, Starbucks and Talbots – and it will work for your business, too.

What's included with my subscription?

  • Click2Coach (with recording, evaluation, training and coaching) and all the updates as long as you are a subscriber.
  • Access to an online knowledge base, webinars, training videos, virtual user conferences and other educational resources.
  • Technical support through the Envision customer support team.

What's recorded with Click2Coach?

Click2Coach records all audio and screen activity from phone conversations, including any CTI events like ANI and DNIS (with most of the popular ACDs), as well as all desktop and workflow activity like what applications are opened and closed and anything that is typed onto the screen before, during and after a customer interaction.

What's required to use Click2Coach?

All you need with Click2Coach is a desktop PC and either a soft (best) or hard phone to capture recordings. You’ll also need an IE (version 9 or higher), Chrome or Firefox Internet connection to use the product and access your data in the cloud.

What languages does Click2Coach support?

English, German and Spanish.

Can I use Click2Coach with multiple locations and work-at-home agents?

Absolutely, Click2Coach can be used across multiple locations, multiple sites and for remote customer service representatives. All the recordings, feedback, evaluations and training can be delivered right to the representatives’ desktops, no matter where they are located.

Is my data safe and secure?

Envision understands that the confidentiality, integrity and availability of our customers' information are vital to their business operations and our own success. We use a multi-layered approach to protect key information, and we are constantly monitoring and improving our application, systems, and processes to meet the growing demands and challenges of security. Data is transmitted across encrypted links and Envision tests all code for security vulnerabilities before release, and regularly scans our network and systems for vulnerabilities.

What if I want to change the number of agents using the product?

Changing the number of customer service representatives is easy and can be done at any time. It’s all managed at the administrator level within the Click2Coach product.

Where can I go for technical support?

Log in to Customer Central for knowledge base articles, how-to videos and one on one support if you need it.

Do you have an affiliate program?

Yes we do. Find out more here.

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