Government is tasked with security and safety requirements like no other business in the world. Recording is no longer just about capturing analog voice, but recording digitially with screen capture and meta data to be able to identify callers, find important interactions and be able to act on them. Leveraging Envision's more than 20 years in the contact center recording business, Governments can be assured that our solution will provide them with a reliable set of tools.
Constant improvement is required for customer satisfaction
Interactions that are recorded help resolve dispute resolution and backup to verbal authorization
Sensitive information can be securely stored or even removed from recordings
28% increase in sales | 46% time savings | 23% improvement in quality scores
Delivering better customer service through evaluating and coaching from recorded interactions is critical to delivering what your constituants are looking for. It's not enough to record calls, you must use interaction analytics to identify trends, concern and opportunities to constantly learn, improve and transform your customer experience. Click2Coach gives you all the tools you need for this at your fingertips.
Call centers operating within the government often have additional compliance, cost and regulatory constraints. Using Envision's Click2Coach you're able to deploy an efficient, secure solution that will increase the effectiveness of your agents to ensure a good experience for your customers while keeping costs within budget.
Privacy within government operations is a mandate from the public. You can rest assured that with Click2Coach, whether stored within your data center on-premise or in the secure Microsoft Azure cloud, your data is safely encryted during transit and at rest. Only authorized users with appropriate secure credentials can access recorded data, so you can focus on improving quality and agent effectiveness without worrying about security.
“We owe it to the members of our armed forces to provide the best experience possible. We process millions of transactions every month for them and when they call we want to give them the best service possible. Click2Coach helps us not only staff our contact centers appropriately, but provide the level of customer experience our armed forces expect.”
Contact Center Manager
Defense Finance and Accounting Service (DFAS)
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
Our Click2Coach solution allows you to capture interactions through call recording, web chat, email and social media. See the interaction from your customer’s point of view, as well as, the agent’s. Find calls simply using Click2Coach’s simple web interface and take action.
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Make an intelligent impact in your contact center and to your business with the data from customer interactions
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