Enhanced Desktop Analytics that Delivers an Aggressive ROI

Enhanced Desktop Analytics that Delivers an Aggressive ROI

We recently announced enhancements to our Desktop Analytics family of applications which help organizations protect sensitive customer information and add searchable data to their recorded interactions. These improvements were developed to better meet the needs of any organization desiring to ensure compliance with HIPAA or PCI, and streamline processes for an improved customer experience. While […]

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dvsAnalytics Receives 2016 CUSTOMER Magazine Workforce Optimization Innovation Award

dvsAnalytics Receives 2016 CUSTOMER Magazine Workforce Optimization Innovation Award

We are honored to announce that Encore has been named a 2016 CUSTOMER  Workforce Optimization Innovation Award winner for its exceptional innovation and commitment to improving the customer experience. The Encore Workforce Optimization Suite provides comprehensive recording, analytics, quality management, and workforce management for all major unified communication platforms.  Available on-premise or in the cloud, […]

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eLearning Coursels: A Great Way to Train Your Agents on Soft Skills

dvsAnalytics Encore: eLearning Coursels: A Great Way to Train Your Agents on Soft Skills

Whether you have an official “contact center” or just a few departments regularly communicating with customers, finding the time to train your agents is always a challenge. The typical employee has about 1% of their work week available for training and development—that’s less than 5 minutes per day. For this reason, coursels (“course morsels”) have […]

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