Click2Coach

Click2Coach

Envision Telephony
+
+

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About

Our award winning Click2Coach solution helps with upfront training of agents, using real customer interaction scenarios and examples of how to handle different customer interactions. Once agents are on the floor, handling phone calls or omnichannel interactions, ongoing coaching is what develops highly engaged and effective agents and exceptional customer experiences. Coaching is an ongoing effort that drastically improves the effectiveness and productivity of agents. Coaching an agent is similar to coaching a sports athlete, where stellar performers are developed with ongoing coaching that refines skills and motivates. The smallest adjustments can deliver huge gains in performance. Agents who receive coaching and objective feedback also refine their skills, improve their effectiveness, stay engaged and deliver a better customer experience.

About

Intradiem is the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. Our powerful technology acts as an automated manager for the contact center with rules triggered in real-time by actual center conditions. We power over 1.2 billion automated actions annually and have saved our customers over $160 million in the past 2 years.

Platforms Supported

Windows Not Supported
Mac Not Supported
Linux Not Supported
Cloud Supported
On-Premises Not Supported
iPhone Not Supported
iPad Not Supported
Android Not Supported
Chromebook Not Supported

Platforms Supported

Windows Supported
Mac Not Supported
Linux Not Supported
Cloud Supported
On-Premises Not Supported
iPhone Not Supported
iPad Not Supported
Android Not Supported
Chromebook Not Supported

Audience

Call centers and businesses looking for a cloud call center software solution for their business needs

Audience

Contact Center, Operations, Workforce Management

Support

Phone Support Supported
24/7 Live Support Not Supported
Online Not Supported

Support

Phone Support Supported
24/7 Live Support Supported
Online Supported

API

Offers API Not Supported

API

Offers API Not Supported

Screenshots and Videos

Screenshots and Videos

Pricing

No information available.
Free Version Not Supported
Free Trial Not Supported

Pricing

$0
For more information, please call us at 678-356-3500.
Free Version Not Supported
Free Trial Supported

Reviews/Ratings

Overall 0.0 / 5
ease 0.0 / 5
features 0.0 / 5
design 0.0 / 5
support 0.0 / 5

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Reviews/Ratings

Overall 4.5 / 5
ease 4.0 / 5
features 4.0 / 5
design 4.0 / 5
support 4.5 / 5

Pros & Cons from Real Users

Pros

  • Intradiem is currently providing Dynamic and need based contents delivery for Call Center Agents and that too in their Break time etc, thus interactive learning without overall impacting the business dynamics is the best part of Intradiem. This push contents strategy is very effective in Learning, Business News and Information and other related contents. Currently we are integrating Intradiem Module with Genesys Cloud as well, and the Professional Services Team of Intradiem is very knowledgeable and responsive.
  • Easy to use. Great customer support. Functionality that is relevant in todays world. Easy ticket system and self help options. Training for all levels.

Cons

  • Sometimes delayed response from Intradiem Professional Service. In terms of Product Cons, i have not heard any so far, however the Reporting structure is another domain for improvement. Speed of integrating with Genesys Cloud or Alveria etc can also be improved as currently it takes months for such integrations.
  • If I had to say something Data lake feature would be nice to extract data as required as opposed to reporting front end.

Training

Documentation Supported
Webinars Not Supported
Live Online Supported
In Person Supported

Training

Documentation Supported
Webinars Supported
Live Online Supported
In Person Supported

Company Information

Envision Telephony
Founded: 1994
United States
www.envisioninc.com

Company Information

Intradiem
Founded: 1995
United States
intradiem.com

Alternatives

Alternatives

Call Coach AI

Call Coach AI

Icana.AI

Categories

Call Center Supported
Call Recording Supported
Training Supported

Categories

Call Center Features

Blended Call Center Not Supported
Call Logging Supported
Call Recording Supported
Call Scripting Not Supported
Campaign Management Not Supported
Database Not Supported
Escalation Management Not Supported
Inbound Call Center Supported
IVR / Voice Recognition Not Supported
Manual Dialer Not Supported
Outbound Call Center Not Supported
Predictive Dialer Not Supported
Progressive Dialer Not Supported
Queue Management Not Supported
Real-time Chat Supported
Reporting/Analytics Supported

Call Recording Features

Archiving Supported
Call Sharing Supported
Distributed Call Recording Supported
Event Triggered Recording Supported
File Transfer Not Supported
Instant Retrieval Supported
On-Demand Recording Supported
Recording Bookmarking Not Supported
Scheduled Recording Supported
Screen Activity Recording Supported
Video Call Recording Supported

Training Features

Academic / Education Not Supported
Asynchronous Learning Not Supported
Blended Learning Not Supported
Built-In Course Authoring Supported
Built-in LMS Supported
Certification Management Not Supported
Corporate / Business Not Supported
eCommerce Not Supported
Learner Portal Supported
Mobile Learning Not Supported
Simulation Not Supported
Synchronous Learning Not Supported
Training Companies Not Supported

Call Center Features

Blended Call Center Supported
Call Logging Not Supported
Call Recording Not Supported
Call Scripting Not Supported
Campaign Management Not Supported
Database Supported
Escalation Management Supported
Inbound Call Center Supported
IVR / Voice Recognition Not Supported
Manual Dialer Not Supported
Outbound Call Center Not Supported
Predictive Dialer Not Supported
Progressive Dialer Not Supported
Queue Management Supported
Real-time Chat Supported
Reporting/Analytics Supported

Workforce Optimization (WFO) Features

eLearning Supported
Interaction Analytics Not Supported
Liability Recording Not Supported
Performance Management Supported
Quality Management Not Supported
Real-time Guidance Supported
Reporting Supported
Speech Analytics Not Supported
Surveying Not Supported
Workforce Management Supported

Robotic Process Automation (RPA) Features

Analytics Supported
Attended Automation Supported
Code-free Development Not Supported
Image Recognition Not Supported
Optical Character Recognition Not Supported
Process Builder Not Supported
Third Party Application Integration Not Supported
Unattended Automation Not Supported

Workforce Management Features

Budgeting & Forecasting Not Supported
Contractor Management Not Supported
Employee Lifecycle Management Not Supported
Labor Projection Not Supported
Performance Appraisal Not Supported
Recruiting Management Not Supported
Scheduling Supported
Skills Tracking Supported
Time & Attendance Supported
Variable Workforce Not Supported

Integrations

Thrive Global Not Supported

Integrations

Thrive Global Supported
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Claim Click2Coach and update features and information
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