Envision Offers Cloud-Based Contact Center App



Envision, a provider of contact center workforce optimization solutions, has released Click2Coach Cloud, a cloud-based, downloadable application that delivers enterprise-class functionality to contact centers of any size in under an hour, which eliminates the $50-$100,000 startup costs that often prevents adoption.  

Click2Coach Cloud is a complete recording, evaluation, coaching and agent analytics application that enables contact centers to capture phone, CTI, application workflow and desktop data. The software transforms customer experiences into long-lasting, profitable relationships by collecting the right data from customer interactions to provide insight into operations and trends. This enables businesses to take action for improvement throughout the organization. Additionally, the ability to deploy this solution in a browser-based application saves businesses up to $100,000 of startup costs and weeks of installation because it bypasses the need for expensive hardware and product licenses to integrate into legacy phone systems.  

Click2Coach Cloud gives us easy and fast reporting, analytics and coaching -- capabilities we really want but couldn't justify with traditional expensive enterprise systems."  

Key new features of Click2Coach Cloud include:  

·     A desktop client that automatically records customer experience data from phone interactions, e-mail conversations, social media posts or chat sessions directly from the desktop.  

·     An intuitive, Web interface with built-in dashboards and agent and customer analytics reports enable quick and easy management and assessment of agents, as well as critical voice of the customer information, regardless of location.  

·     Elimination of servers, CTI and switch licenses as well as ongoing maintenance costs removes up to $100,000 in costs associated with adoption legacy contact center systems by utilizing a cloud-based SaaS model for deployment and updates.  

"Installing a traditional contact center management system is a significant undertaking in terms of cost and time," said Nancy Jamison, principal analyst, Frost & Sullivan, in a statement. "The small and mid-size market is severely underserved by the current options on the market, which can carry significant startup costs. Small and mid-size companies can benefit by getting the same functionality through a simple download and monthly subscription with a product in the cloud."  

Click2Coach Cloud is immediately available through a newly launched marketplace, and  pricing 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," said Envision CEO Ron Strandin in a statement. "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."