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Click2Coach
What it is
Click2Coach is part of Envision’s workforce optimization suite for improving agent effectiveness and customer experience. Available on premises or in the cloud, it supports synchronized voice and multi-agent screen recording, including up to three simultaneous screens per agent. Recording covers calls, screens, email, and web chat. Supervisors can use LiveView to monitor interactions in real time and view agent desktops, then coach individuals or groups across sites with real call examples and online or one-to-one feedback.
Quality tools support manual, assisted, and automated scoring, alongside unlimited evaluation templates, dashboards, reporting, and targeted eLearning. The suite includes transcripts, sentiment and speech analytics, desktop analytics, and search by keyword or phrase. Alerts can flag words, phrases, sentiment, silence, or talk-over. Its datasheet states encryption in transit and at rest and lists PCI and HIPPA compliance. Click2Coach runs on the web or as self-hosted software; cloud solutions use Microsoft Azure. Pricing is available on request.
For and against
For
- Records calls, screens, email, and web chat.
- LiveView offers real-time interaction and desktop monitoring.
- Supports manual, assisted, and automated agent scoring.
- Includes unlimited evaluation templates and targeted eLearning.
- Offers deployment on premises or in the cloud.
Against
- Pricing is available on request.
- Specific Click2Coach integrations are not named.
- Listed compliance includes PCI and HIPPA.
The verdict
Click2Coach combines interaction recording, quality scoring, coaching, and analytics in one suite. Buyers should confirm pricing and how it fits their existing systems, since specific integrations are not named.
Who it suits
It suits organizations seeking agent quality and coaching tools across calls, screens, email, and web chat. The datasheet describes service for organizations with 5 to 10,000+ agents and lists finance, public sector, healthcare, insurance, retail, travel, and utilities as target markets.
On the record
- Alerts
- The product can alert on words, phrases, sentiment, silence, and talk-over.files.diagenix.com · read 4 Oct 2026
- Analysis
- Features include transcripts, sentiment analysis, speech analytics, dashboards, reporting, and keyword or phrase search.files.diagenix.com · read 4 Oct 2026
- Analytics
- The suite includes speech and desktop analytics, and the screen capture suite offers transcript search, sentiment tracking, alerts, and live desktop viewing.files.diagenix.com · read 8 Oct 2026
- Audience
- The Envision suite is presented for executives seeking customer insight and quality managers seeking to improve agent performance.files.diagenix.com · read 8 Oct 2026
- Channels
- The datasheet lists interaction recording for calls, screens, email, and web chat.files.diagenix.com · read 4 Oct 2026
- Coaching
- Supervisors can coach individual agents and groups across multiple sites, using real call examples and online or one-to-one feedback.files.diagenix.com · read 8 Oct 2026
- Compliance
- The Envision datasheet lists PCI and HIPPA compliance.files.diagenix.com · read 8 Oct 2026
- Deployment
- Diagenix describes Envision as available on-premises in a customer data center or in its secure cloud hosted in Microsoft Azure.diagenix.com · read 8 Oct 2026
- Integrations
- Diagenix says its installation and integration services connect solutions to customers’ back-end systems, but the reviewed Click2Coach materials do not name specific integrations.diagenix.com · read 8 Oct 2026
- Learning
- The suite includes eLearning and tools for delivering targeted agent training and coaching.files.diagenix.com · read 4 Oct 2026
- Maker history
- Diagenix says it has helped companies for 25 years and identifies Marshfield, Massachusetts, as its headquarters; it does not state a founding year on that page.diagenix.com · read 8 Oct 2026
- Monitoring
- Click2Coach LiveView offers real-time monitoring of agent interactions and live viewing of agent desktops.files.diagenix.com · read 4 Oct 2026
- Pricing reference
- A Diagenix GSA price list shows a commercial list price of $642.00 and a GSA offer price of $546.56 for Envision Click2Coach, without stating a billing term or license unit.files.diagenix.com · read 8 Oct 2026
- Purpose
- Click2Coach is part of Envision’s workforce optimization suite for agent coaching and customer experience.files.diagenix.com · read 8 Oct 2026
- Quality and coaching
- AI quality monitoring supports manual, assisted, and fully automated agent scoring and coaching.files.diagenix.com · read 4 Oct 2026
- Quality tools
- The suite includes unlimited evaluation templates, dashboards, reporting, coaching, and targeted eLearning.files.diagenix.com · read 8 Oct 2026
- Recording
- Envision supports interaction recording for calls, screens, email, and web chat, including multiple monitors.files.diagenix.com · read 8 Oct 2026
- Scale and support
- The datasheet describes service for organizations with 5 to 10,000+ agents.files.diagenix.com · read 4 Oct 2026
