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Average Ratings 0 Ratings

Total
ease
features
design
support

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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

Inteam is an all-encompassing workforce management platform tailored for contact centers, enhancing team planning and operational effectiveness by synchronizing agent schedules with anticipated workload across various communication channels. It employs sophisticated algorithms that analyze historical interaction data to create exceptionally precise demand forecasts, accurately determining the necessary number of agents and hours to achieve service levels with over 95% precision. Leveraging these forecasts, Inteam seamlessly organizes and schedules shifts while taking into account labor laws, employee preferences, vacations, holidays, and fluctuations in demand, thus promoting an equitable distribution of workloads during both peak and off-peak times. The platform accommodates multichannel environments by allocating interactions to agents based on their skills and the demands of service needs, while also facilitating centralized oversight of schedules, absenteeism, training sessions, and internal activities. Consequently, this comprehensive approach not only maximizes efficiency but also enhances agent satisfaction and service quality within the contact center.

API Access

Has API No 

API Access

Has API Yes 

Screenshots View All

Screenshots View All

Integrations

Inagent No 
Inconcert No 
Inconnect No 
Infunnel No 
Inspeech No 

Integrations

Inagent Yes 
Inconcert Yes 
Inconnect Yes 
Infunnel Yes 
Inspeech Yes 

Pricing Details

No price information available.
Free Trial No 
Free Version No 

Pricing Details

No price information available.
Free Trial No 
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) Yes 
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 No 

Vendor Details

Company Name

Envision Telephony

Founded

1994

Country

United States

Website

www.envisioninc.com

Vendor Details

Company Name

Inconcert

Founded

2001

Country

Spain

Website

www.inconcertcx.com/en/products/inteam

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

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 

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