Workforce Optimization Featured Article

Envision Introduces Click2Coach Cloud WFO Solution

 
January 27, 2014


By Rajani Baburajan,
TMCnet Contributor
 

Envision, a provider of workforce optimization software, has announced the launch of Click2Coach Cloud, a cloud-based application offering recording, evaluation, coaching and agent analytics.

Click2Coach Cloud is a downloadable application designed to provide contact centers with enterprise-class functionality in less than an hour. The solution enables contact centers to capture phone, CTI (News - Alert), application workflow and desktop data. With this application, Envision hopes to spur cloud-adoption by eliminating the typical $50-$100,000 startup costs for call centers.

"We are able to get more functionality at $50 per agent than I received previously with a competitive $50,000 system," said Victoria Cosby, Mitsubishi (News - Alert) Caterpillar Forklift America manager. "Capturing data in real time and using it to track, train and improve our customer-agent interactions, all with just a simple subscription is huge for us.”

While capabilities such as fast reporting, analytics and coaching are required for effective customer service, traditional enterprise systems that deliver these capabilities are often too costly to afford.

Click2Coach Cloud addresses this challenge with several new features, including a desktop client that automatically records customer experience data from phone interactions, email conversations, social media posts and chat sessions directly from the desktop.

The solution also features a Web interface that enables quick and easy agent management and assessment. It also provides voice of the customer information.

What’s more, the cloud-based SaaS (News - Alert) model eliminates servers, CTI and switch licenses, and ongoing maintenance costs. This can save a call center up to $100,000 in costs.

Click2Coach Cloud’s price for contact centers with less than 50 agents starts at $50 per user per month.

"We set out to revolutionize the way contact centers operate and we have done so with Click2Coach Cloud by offering a tool that enables a way to improve customer interactions in real time without the major implementation costs of traditional contact center software," Envision CEO Ron Strandin said.

"We have lowered the price to a point that enables businesses of any size to optimize their contact center or help desk workflow while utilizing features that only the most robust enterprise software offered previously,” he said. 




Edited by Blaise McNamee

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