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Click2Coach

diagenix.com

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Spec score 7.5 #16 of 24 in Call Center Quality Management Software

What it is

Click2Coach is part of Envision’s workforce optimization suite for agent effectiveness and customer experience. It records calls, screens, email and web chat, including synchronized voice and up to three simultaneous screens per agent. LiveView supports real-time interaction monitoring and desktop viewing. AI quality monitoring can score and coach agents manually, with assistance or automatically. The suite includes transcripts, sentiment and speech analytics, dashboards, reporting, keyword search and alerts for words, phrases, sentiment, silence and talk-over. eLearning and targeted coaching support training. Deployment is available on premises or in the cloud, with cloud solutions powered by Microsoft Azure. The datasheet states encryption in transit and at rest and lists PCI and HIPPA compliance. It describes organizations from 5 to 10,000+ agents and multiple industries. A listed commercial price is $642.00, with a GSA offer price of $546.56; no billing term or license unit is stated.

Spec sheet

Purpose
Click2Coach is part of Envision’s workforce optimization suite for agent coaching and customer experience.Read 8 Oct 2026 · files.diagenix.com
Audience
The Envision suite is presented for executives seeking customer insight and quality managers seeking to improve agent performance.Read 8 Oct 2026 · files.diagenix.com
Deployment
Diagenix describes Envision as available on-premises in a customer data center or in its secure cloud hosted in Microsoft Azure.Read 8 Oct 2026 · diagenix.com
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.Read 8 Oct 2026 · diagenix.com
Security
The Envision datasheet states that the solution provides full encryption in transit and at rest.Read 8 Oct 2026 · files.diagenix.com
Compliance
The Envision datasheet lists PCI and HIPPA compliance.Read 8 Oct 2026 · files.diagenix.com
Support
Diagenix says it offers technical support ranging from business-hours premium support to 24/7 support.Read 8 Oct 2026 · diagenix.com
Alerts
The product can alert on words, phrases, sentiment, silence, and talk-over.Read 4 Oct 2026 · files.diagenix.com
Analysis
Features include transcripts, sentiment analysis, speech analytics, dashboards, reporting, and keyword or phrase search.Read 4 Oct 2026 · files.diagenix.com
Analytics
The suite includes speech and desktop analytics, and the screen capture suite offers transcript search, sentiment tracking, alerts, and live desktop viewing.Read 8 Oct 2026 · files.diagenix.com
Channels
The datasheet lists interaction recording for calls, screens, email, and web chat.Read 4 Oct 2026 · files.diagenix.com
Coaching
Supervisors can coach individual agents and groups across multiple sites, using real call examples and online or one-to-one feedback.Read 8 Oct 2026 · files.diagenix.com
Learning
The suite includes eLearning and tools for delivering targeted agent training and coaching.Read 4 Oct 2026 · files.diagenix.com
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.Read 8 Oct 2026 · diagenix.com
Monitoring
Click2Coach LiveView offers real-time monitoring of agent interactions and live viewing of agent desktops.Read 4 Oct 2026 · files.diagenix.com
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.Read 8 Oct 2026 · files.diagenix.com
Quality and coaching
AI quality monitoring supports manual, assisted, and fully automated agent scoring and coaching.Read 4 Oct 2026 · files.diagenix.com
Quality tools
The suite includes unlimited evaluation templates, dashboards, reporting, coaching, and targeted eLearning.Read 8 Oct 2026 · files.diagenix.com
Recording
Envision supports interaction recording for calls, screens, email, and web chat, including multiple monitors.Read 8 Oct 2026 · files.diagenix.com
Scale and support
The datasheet describes service for organizations with 5 to 10,000+ agents.Read 4 Oct 2026 · files.diagenix.com
Security and compliance
The datasheet states full encryption in transit and at rest and lists PCI and HIPPA compliance.Read 4 Oct 2026 · files.diagenix.com

Strong points and limits

Strong points

  • Up to three screens per agent
  • Manual, assisted and automated scoring
  • Omnichannel recording
  • Real-time desktop monitoring
  • On-premises or cloud deployment

Limits

  • Price lacks billing term and license unit
  • Datasheet lists HIPPA compliance
  • Specific integrations are not named

Who it suits

It suits organizations needing omnichannel recording, quality reviews, live monitoring and coaching across sizable agent operations. It targets sectors including finance, healthcare, insurance, retail and utilities.

Verdict

Click2Coach combines recording, analytics, scoring and coaching for contact-center operations. Buyers should clarify pricing units, deployment and integration details before selecting it.

Where Specifiction places it

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