Envision Click2Coach integration
About Envision Click2Coach
Envision delivers award-winning workforce optimization solutions including data and speech-driven quality monitoring and scorecards to ensure an engaged and effective agent workforce. This flexible yet secure cloud solution integrates directly with Fuze Contact Center and includes options for voice and screen interaction recording, speech analytics, scorecards, quality & coaching, eLearning, voice of the customer analytics and performance management. A software as a service subscription means you pay for what you use based on business needs and budget. Easy to use, deploy and scale for a low TCO and high ROI.
Envision Click2Coach features
Click2Coach with Voice and Screen Capture
Record customer interactions with agent screens. Customizable evaluation forms to score interactions & identify areas for improvement. Drive a consistent and fair quality monitoring process to ensure agents are effective and engaged. Decrease attrition while improving customer experience.
Use scorecards to identify the most important calls to review using information, such as, silence, over-talk, and spoken words. Rather than randomly identify calls for evaluation and review, scorecards and auto evaluations can provide you with insight into the calls that may matter the most.
Speech and Data Analytics
Be alerted to trends in the contact center and with agents. Use analytics data to find high value interactions for quality review and coaching. View call transcripts, sentiment, over-talk and other analytics trends in your agent evaluation process or customer experience improvement programs.
Single application for Coaching and eLearning
Improve agent performance with coaching and eLearning for premise or work at home agents. Create custom eLearning and best practice clips using actual interactions; deliver them directly to the agent’s desks. Send eLearning during slow times; coach your agents for free!
PCI and HIPAA Compliance
Adhere to PCI compliance and HIPAA mandates to not record sensitive data by pausing both voice and screen recording. Avoid fines and potential breach of trust with customers by not collecting this information nor storing it within your interactions.
Enterprise-Class Workforce Optimization
All the benefits of WFO without the high costs of implementation, upgrades and hardware. A multi-tenant secure cloud application including recorded voice/screen interactions, data & speech analytics, coaching, eLearning, gamification and agent tools.