Click2Coach Cloud Workforce Optimization Software is a contact center workforce optimization solution that helps clients to record customer interactions such as phone calls, emails, chat conversations and social media interactions. The software offers functionalities such as customer interaction analytics, agent evaluation and coaching, and also has both call center and help desk capabilities.

Click2Coach automatically records every call and is equipped with tools to track call analytics and generate performance reports. This data can be exported into an online dashboard for real-time business monitoring. Evaluation templates and training clips can be saved, updated and viewed by all managers within the company.

The Click2Coach solution also offers desktop training tools to assist agents in improving their customer service interactions. In addition to the cloud solution, Envision also offers an on-premise version of Click2Coach that is conveniently accessible from any desktop or PC.



2 Reviews of Click2Coach Cloud

Overall rating

4.25 / 5 stars

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Showing 1 - 2 of 2 reviews

November 2014

John from Rosenbaum IP, P.C.


Ease-of-use

3.5 of 5

Customer support

3.5 of 5

Functionality

3.5 of 5

November 2014

Click2Coach review

Pros

The ease of use, the use voice of the customer data to find out what is trending now, and being able to use that data to make intelligent decisions.

Cons

It does not increase operational efficiency with multi-dimensional analytics to take agent performance to a whole new level.

September 2014

Perry from Delta Hotels and Resorts


Ease-of-use

5 of 5

Customer support

4.5 of 5

Functionality

5 of 5

September 2014

Fantastic relationship with Envision and this product for many years!

Pros

I like the user-friendly functionality, the agent interface, and Envision's support team.

Cons

We waited a little longer than expected for a "Find the Agent" functionality, but we have it now and it works great.