AI-Enhanced
Quality Monitoring

Crafting Superior Customer Experiences with AI

Harness the power of AI to score every interaction within your contact center, surfacing the crucial ones that demand your attention, automatically notifying you and creating comprehensive analytics. Let AI fully automate the QM process.

Deep Dive Insights –
A Holistic View

Every recorded interaction provides a panoramic view—from the agent's conversational tone and the customer's sentiment to key words or phrases, as well as the agent's efficacy in aiding customers and their adeptness in navigating applications and inputting data seamlessly. With this comprehensive oversight, especially across multiple interactions with individual customers, you're well-equipped to rate and scrutinize interactions. It also paves the way to discern areas requiring tailored coaching, aligning agents closer to your KPI benchmarks.

Automated Scorecards with AI
Spot-on Coaching Identification

Embed your KPIs into our advanced solution to autonomously rate calls, pinpointing those that may stray from compliance or falter in matching up to your KPIs. Factors such as prolonged holds, deviations in average handling time, or even mentions of competitors can be pivotal in scoring calls. This empowers you to earmark interactions for quality checks, guiding your next action steps.

Tailored Evaluations
Precision and Consistency

Consistent Coaching Equals Continual Growth.
Agent development isn’t an accident—it demands deliberate effort. By integrating a weekly 30-minute session for agents, they can dive into their Click2Coach Agent portal, absorbing valuable coaching content and eLearning resources shared by mentors. The result? Marked improvement in agent efficiency, heightened engagement, and reduced attrition.

Try Click2Coach

Want a personalized walkthrough of how Envision can improve your contact center and make your life easier? Just submit your information and we’ll schedule a time to talk.