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Click2Coach

Workforce optimization software for contact centers

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Click2Coach Pricing, Features, Reviews and Alternatives

Click2Coach product overview

What is Click2Coach?

Click2Coach is a workforce optimization application that helps contact center supervisors and their agents evaluate and improve performance. Using the cloud software, supervisors can record agents' voice and screen during their calls with customers. You can also record keystrokes and the apps agents use before, during and after customer interactions.

Key benefits of using Click2Coach

  • In addition to recording the voice and screen during agent and customer interactions, you can also record keystrokes and application workflow that the agent carries out before, during & after the interaction.

  • Playback voice & screen recordings at any time in order to analyze them. Stop, fast forward, rewind and annotate them as you go.

  • Use enhanced search, such as by keyword, call duration, ANI or DNIS info, phone number, or account number, to find the interactions that matter to you.

  • Create and publish customizable evaluation templates in order to share your assessment of your agents' performance based on your company's KPIs.

  • Use the summary of trending topics, such as keywords, agent keystrokes and apps they use, to decide which skills need to be improved on and plan coaching & author training material in accordance.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    Email/Help Desk
    Phone Support

    Training options

    Documentation
    Live Online
    In Person

    Click2Coach features

    Functionality

    4.3

    /5

    2
    Total Features14 9 categories

    Most valued features by users

    Reporting/Analytics
    Customizable Templates
    Call Logging
    Event Triggered Actions
    Inbound Call Center
    Built-in Course Authoring
    Learning Paths/Tracks
    Call Recording

    Functionality contenders

    Click2Coach users reviews

    Overall rating

    4.3

    /5

    2

    Positive reviews

    100%

    Write a review
    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8/10
    Rating distribution

    5

    4

    3

    2

    1

    1

    1

    0

    0

    0

    Overall rating contenders

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Fantastic relationship with Envision and this product for many years!

    Reviewed 7 years ago
    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend6/10

    Share this review:

    Click2Coach review

    Reviewed 7 years ago
    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.

    Click2Coach FAQs and common questions

    Click2Coach has the following typical customers:
    Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


    Click2Coach supports the following languages:
    German, Spanish, English


    No, Click2Coach does not have an API available.


    Click2Coach offers the following support options:
    Email/Help Desk, Phone Support

    Related categories