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support

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Average Ratings 0 Ratings

Total
ease
features
design
support

No User Reviews. Be the first to provide a review:

Write a Review

Description

Our award-winning Click2Coach platform is designed to provide initial training for agents by immersing them in realistic customer interaction scenarios and demonstrating various techniques for managing different types of customer inquiries. Once agents begin their roles, whether they are managing phone calls or engaging through multiple channels, continued coaching plays a crucial role in cultivating highly motivated and competent agents while ensuring outstanding customer experiences. This ongoing coaching process significantly enhances agents' effectiveness and productivity. Similar to training a professional athlete, coaching agents involves continuous guidance that hones their abilities and inspires them to excel. Even minor adjustments in their approach can lead to substantial improvements in their overall performance. Furthermore, agents who benefit from consistent coaching and constructive feedback not only polish their skills but also enhance their effectiveness, maintain higher levels of engagement, and provide an exceptional experience for customers. As a result, the investment in coaching yields remarkable returns in both agent development and customer satisfaction.

Description

Our software for quality assurance in customer service enables managers to equip their agents in delivering outstanding customer interactions. The landscape has evolved with a surge in conversations, a multitude of channels, and soaring customer expectations. Analyzing the situation reveals that managing support teams has become increasingly challenging. Consequently, we developed Maestro to assist managers in enhancing their teams' performance. Explore the testimonials from our clients or consider signing up for a trial. While spreadsheets were effective in simpler times for support team management, the contemporary environment demands a comprehensive omnichannel quality platform to guide agents in satisfying rising customer demands. The complexities introduced by heightened competition and real-time communication channels have made support more intricate and team management more difficult. Relying on spreadsheets for quality management leads to outdated agent feedback, inadequate reporting, and a subpar coaching experience. By utilizing an appropriate tool, managers can provide agents with immediate feedback, detailed insights into their performance, and targeted coaching to foster improvement. In this way, they can not only meet but exceed customer expectations consistently.

API Access

Has API No 

API Access

Has API No 

Screenshots View All

Screenshots View All

Integrations

Aircall No 
Amazon Connect No 
Assembled No 
Blotout No 
Freshdesk No 
Guru No 
Helpshift No 
Indent No 
Intercom No 
Kustomer No 
Matia No 
Meltano No 
Pandium No 
Salesforce No 
Seismic Learning No 
Zendesk No 

Integrations

Aircall Yes 
Amazon Connect Yes 
Assembled Yes 
Blotout Yes 
Freshdesk Yes 
Guru Yes 
Helpshift Yes 
Indent Yes 
Intercom Yes 
Kustomer Yes 
Matia Yes 
Meltano Yes 
Pandium Yes 
Salesforce Yes 
Seismic Learning Yes 
Zendesk Yes 

Pricing Details

No price information available.
Free Trial No 
Free Version No 

Pricing Details

$19 per user per month
Free Trial Yes 
Free Version No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App No 
Windows No 
Mac No 
Linux No 
Chromebook No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App No 
Windows No 
Mac No 
Linux No 
Chromebook No 

Customer Support

Business Hours Yes 
Live Rep (24/7) No 
Online Support No 

Customer Support

Business Hours Yes 
Live Rep (24/7) No 
Online Support Yes 

Types of Training

Training Docs Yes 
Webinars No 
Live Training (Online) Yes 
In Person Yes 

Types of Training

Training Docs Yes 
Webinars Yes 
Live Training (Online) Yes 
In Person Yes 

Vendor Details

Company Name

Envision Telephony

Founded

1994

Country

United States

Website

www.envisioninc.com

Vendor Details

Company Name

MaestroQA

Founded

2013

Country

United States

Website

www.maestroqa.com

Product Features

Call Center

Blended Call Center No 
Call Logging Yes 
Call Recording Yes 
Call Scripting No 
Campaign Management No 
Database No 
Escalation Management No 
IVR / Voice Recognition No 
Inbound Call Center Yes 
Manual Dialer No 
Outbound Call Center No 
Predictive Dialer No 
Progressive Dialer No 
Queue Management No 
Real-time Chat Yes 
Reporting/Analytics Yes 

Call Recording

Archiving Yes 
Call Sharing Yes 
Distributed Call Recording Yes 
Event Triggered Recording Yes 
File Transfer No 
Instant Retrieval Yes 
On-Demand Recording Yes 
Recording Bookmarking No 
Scheduled Recording Yes 
Screen Activity Recording Yes 
Video Call Recording Yes 

Training

Academic / Education No 
Asynchronous Learning No 
Blended Learning No 
Built-In Course Authoring Yes 
Built-in LMS Yes 
Certification Management No 
Corporate / Business No 
Learner Portal Yes 
Mobile Learning No 
Simulation No 
Synchronous Learning No 
Training Companies No 
eCommerce No 

Workforce Optimization (WFO)

Interaction Analytics No 
Liability Recording No 
Performance Management No 
Quality Management No 
Real-time Guidance No 
Reporting No 
Speech Analytics No 
Surveying No 
Workforce Management No 
eLearning No 

Product Features

Customer Service

Alerts / Escalation No 
Appointment Management No 
Call Center Management Yes 
Email Management No 
Knowledge Base Yes 
Live Chat No 
Performance Metrics Yes 
Queue Management No 
Self Service Portal No 
Social Media Integration No 
Surveys & Feedback Yes 
Virtual Assistant No 
Workflow Management No 

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